Refund & Cancellation Policy

This policy covers two separate things, which are often confused. Please read the section that matches your situation.

1. SnookHQ subscriptions (club owners paying us)

Cancelling

• You can cancel your subscription at any time from the app
• Your plan stays active until the end of the period you have already paid for
• After that it does not renew, and the account falls back to the free plan
• Your data is not deleted when you cancel

Refunds

• We do not automatically refund the unused part of a period after a cancellation
• If you were charged in error — duplicate payment, a payment recorded against the wrong account, or a plan you did not request — contact us and we will correct it
• If a fault on our side made the service substantially unusable for a meaningful period, contact us and we will discuss a credit or refund
• Approved refunds are returned through the channel you originally paid by

Trials

Trials are free. Nothing is charged unless you choose a paid plan, so there is nothing to refund if you let a trial expire.

How to request

Contact us on WhatsApp with your account email and what happened. We aim to respond within a few working days.

2. Table bookings (players booking at a club)

SnookHQ does not take your booking money. Advance payments for a table are arranged with the club directly. SnookHQ only records what the club tells it. Any refund is paid by the club, not by us.

Cancelling a booking

• Cancel from "My Bookings" in your account
• Cancelling well before your slot generally avoids a penalty
• Each club sets its own grace period and no-show penalty — these are shown on the club's page

No-shows

If you do not arrive within the club's grace period, the booking may be marked as a no-show. Where an advance payment was made, the club's penalty percentage may be deducted and the remainder recorded as due back to you. The club processes that refund directly.

Disputes about a booking

Contact the club first — they hold the money and set the terms. If you cannot reach a resolution, contact us and we can share the booking record we hold, but we cannot issue a refund on the club's behalf.

3. Café and session charges

Charges for games and café orders are settled at the venue and handled entirely by the club. Refunds for these are at the club's discretion and are processed by the club. SnookHQ records the transaction; it does not hold the funds.

Contact

Billing questions about a SnookHQ subscription: WhatsApp +92 306 7273186.

For a booking, café or session charge, please contact the club directly — they hold the payment.