Cancellation & Refund Policy

1. Services covered

This policy covers payments for Plug & Play Lounge PS5 gaming bookings, VR bookings and organised gaming event registrations, including tournaments. Cancellation windows are measured before the scheduled start, using India Standard Time (Asia/Kolkata). Terms already agreed for an existing booking or registration continue to apply to that purchase.

2. PS5 gaming and VR booking cancellations

Cancel at least 24 hours before the scheduled start to receive a full refund of the amount paid for the cancelled booking.

Within 24 hours of the scheduled start, customer cancellations are normally non-refundable. You may request one reschedule before the original start time, subject to station availability. A reschedule is effective only when confirmed by the lounge; the original late-cancellation restriction continues to apply.

If you do not attend, or voluntarily leave early, the reserved or used service is not refundable. This does not apply to a service problem caused by the lounge or override your statutory rights.

3. Gaming event withdrawals

Withdraw at least 48 hours before the scheduled tournament start to receive a full refund of your paid entry fee.

Within 48 hours of the start, voluntary withdrawals are normally non-refundable. If the lounge fills your place with a paying replacement, we will refund your entry fee. Replacements must meet the event’s registration and eligibility requirements; privately transferring an entry does not guarantee acceptance.

A no-show or voluntary exit after the event starts is not refundable. Contact the organiser for disputes or circumstances involving a failure to provide the advertised service.

4. When the lounge cannot provide the service

If we cancel your booking or tournament, you are entitled to a full refund of the payment for that cancelled service. If we change an event date and you cannot attend, you may choose a full refund instead of attending on the new date.

If equipment failure prevents us from providing paid gaming time, we will offer replacement time or a refund for the unprovided portion. Contact staff promptly so we can record and address the interruption.

5. Duplicate or uncertain payments

We refund verified duplicate payments of the same charge. If money was debited but the booking or payment status is uncertain, contact us with the payment reference so we can reconcile the transaction. An unsuccessful checkout or submitted payment reference does not by itself establish that money was received. Please check the status before repeating a payment.

A failed transaction may be reversed by your bank or payment provider according to the applicable payment-system timelines. Where payment reached the lounge but the advertised service was not provided, we will investigate and arrange the applicable refund. Contact us for a reconciliation or refund reference; no instant bank credit is promised.

If an unpaid event reservation or place offer expires, the place can be released. A late payment does not automatically restore that place. Contact the organiser to reconcile receipt and arrange a place only if available, or the applicable refund. No charge is made merely for joining a waitlist.

6. How to request cancellation or a refund

Email plugandplaylounge23@gmail.com or contact +91 88663 12761 with your name, booking or registration ID, scheduled date, amount paid and reason. Include the payment reference if available. Never send a login PIN, card CVV, UPI PIN or banking password.

Eligibility is based on when we receive your request, not when staff finish reviewing it. We verify the booking and payment records and communicate the outcome. Submitting a request does not itself mean that a refund has been approved or transferred.

An account cancellation updates the booking or entry workflow; refunds are reviewed and processed by the lounge separately. An admin refund record tracks the amount but does not itself send money. Keep your cancellation confirmation and ask support for the actual refund reference.

7. Refund method and timing

Approved refunds will be initiated within one working day of approval, normally to the original payment method. For this processing commitment, working days mean Monday to Friday, excluding public and bank holidays. For cash payments, contact the lounge to arrange the cash refund.

Initiation means we have submitted the refund or made the manual refund payment; an internal approval or refund record alone is not a money transfer. The time for a refund to appear in your account depends on your bank and payment provider and may take additional working days. Contact us for the refund reference or help tracing a delayed refund.

This policy does not limit any refund or other remedy required by applicable law.

8. Physical returns and shipping

We currently provide services at the lounge and do not sell or ship physical merchandise through this website. Physical product returns, exchanges and shipping are therefore not applicable. This does not remove the service refund rights described above.

If merchandise sales are introduced, the applicable return, exchange, shipping and delivery policies will be published before orders are accepted.