Legal
Cancellation & Refund Policy
Last updated 25 October 2026
Draft. Company details in yellow still need filling in (settings
LEGAL), and these pages need review by a lawyer in each launch country before UrbanX goes live.UrbanX sells services: turf slots booked with meetups, and tickets to paid meetups. There are no physical products, so nothing is shipped or returned. This policy covers cancelling those services and getting your money back.
At a glance
| Situation | Refund |
|---|---|
| You cancel a turf booking at least 24 hours before the slot | Full refund of the turf price |
| You cancel a turf booking less than 24 hours before the slot | No refund, unless the venue can fill the slot or cancels |
| The venue cancels, closes or can’t provide the slot (including for weather) | Full refund of everything you paid |
| You leave a paid meetup at least 24 hours before it starts | Full refund, automatically |
| You leave a paid meetup less than 24 hours before it starts | No refund, but your ticket stays valid: you can rejoin at no cost |
| A paid meetup is cancelled, or its turf booking is cancelled | Full refund for every ticket, automatically |
| A meetup didn’t happen as described, or the organizer didn’t turn up | Tell us within 48 hours; full refund if we confirm it |
| You were charged twice, or charged for a booking that failed | Full refund of the extra charge |
1. Turf bookings
A turf slot is booked and paid for by the organizer when they create a meetup at a turf.
- To cancel, contact us with the booking reference (it starts with UX-) from My bookings. We cancel it, and the meetup on that slot is cancelled too.
- Cancel at least 24 hours before the slot starts and the turf price is refunded in full.
- Later than that, the venue has usually turned other players away, so there’s no refund unless the venue agrees or fills the slot.
- If the venue cancels, closes or can’t provide what you booked, you get everything back.
2. Paid meetup tickets
- Leave at least 24 hours before the meetup starts and your ticket is refunded in full straight away. The meetup page tells you before you leave whether you’ll get your money back.
- Leave later than that and the ticket isn’t refunded, but it stays valid: if your plans change again, you can rejoin at no extra cost while there’s room.
- If the organizer cancels, or the turf booking behind the meetup is cancelled, every ticket is refunded in full.
- If the meetup didn’t happen as described, contact us within 48 hours of its start time with your ticket code (it starts with TK-). If we confirm it, we refund you in full.
3. How refunds are paid
- Refunds go back to the payment method you used. We start them within 2 business days of the cancellation.
- Your bank or card issuer usually takes 5 to 10 business days to show the money in your account.
- A full refund includes UrbanX’s commission: you get back what you paid.
4. Asking for a refund
Email [Support email address] with your booking or ticket reference and what happened. If you’re not happy with our answer, you can raise it with our grievance officer (see Contact & Grievances). These rules don’t take away any refund rights consumer law gives you.
Questions about this page? See Contact & Grievances.