PRIVACY POLICY
Introduction
When you use TheApp, you trust us with your information. That’s why we insist upon the highest standard and are committed to keeping that trust. To maintain your trust in us, we start by helping you understand our privacy practices. This privacy policy (“policy”) describes the information we collect, how we use and share your data, and your choices regarding this information.
Data Collection and Uses
1. Summary
This policy describes how TheApp collects and uses personal information to provide our services. This policy applies to all users who register their information with TheApp, use the website, and any other services we provide. The practices described in this policy are subject to applicable laws in the places where we operate. This means that we only engage in the practices described in this policy.
2. The Information We Collect
TheApp collects:
~ Information you provide
- User profile: We collect information when you create or update your TheApp account. This may include your login name, password, phone number, birth date, and your profile photo.
- Demographic data: We may collect demographic information about you, including through user surveys or we may also receive your demographic data from third parties.
- User Content: We may collect information that you submit when you contact
our customer support, including your ratings, comments, and feedback.
~ Contact List Information
What We Collect: With your explicit consent, we may access and upload information from your device’s contact list. This information includes names, phone numbers, email addresses, and other contact details stored on your device.
Why We Collect: We collect this information to enhance your user experience by enabling features such as connecting with friends, inviting contacts to join the app, etc.
How We Use: The information from your contact list is used solely for the purposes described and is not shared with third parties without your explicit consent, except as required by law.
~ Information created when you use our services
- Location Information: TheApp collects your location data while you are using our services when the TheApp is running in the foreground. TheApp requires your location to find the nearest sports facilities, availability of venues, offers, and nearby matches happening.
- Transaction Information: We collect transaction details related to your use of our services, including the type of services you requested, your booking details, date and time the service was provided, amount charged, and payment method.
- Usage information: We collect information about how you interact with our services. This includes information such as access dates and times, app features or pages viewed, app crashes and other system activity, type of browser, and third-party sites or services you were using before interacting with our services. In some cases, we collect this information through cookies and similar technologies that create and maintain unique identifiers.
- Device Information: We may collect information about the devices you use to access services, including the hardware models, device IP address, operating systems and versions, software, preferred languages, unique device identifiers, serial numbers, device motion information, and mobile network information.
3. How We Use Your Information
TheApp collects and uses the information to enable, personalize, and enhance your experience with us while using any of our services. TheApp does not sell or share your personal information with third parties for third-party direct marketing purposes.
TheApp uses the information it collects for purposes including:
~ Providing services and features
TheApp uses the information we collect to provide, personalize, maintain, and improve our products and services. This includes using the information to:
- Create and update your account.
- Verify your identity.
- Enable features to personalize your TheApp account, such as saving your favorite soccer fields, your frequently played time, and auto-input based on your previous bookings.
- Perform internal operations necessary to provide our services, including troubleshooting software bugs and operational problems, conducting data analysis, testing, research, and monitoring and analyzing usage and activity trends.
~ Research and development
We may use the information we collect for testing, research, analysis, and product development. This allows us to improve and enhance the user experience of our services and helps us develop new features and products to meet your demands and needs.
~ Communications from TheApp
TheApp may use the information we collect to communicate with you about products, services, promotions, news, surveys, updates, and events. This also helps us serve you relevant ads and content about our services and those of our business partners. You may receive some of these communications based on your profile as a TheApp user.
~ Legal proceedings and requirements
We may use the information we collect to investigate or address claims or disputes relating to your use of TheApp services, or as otherwise allowed by applicable law, or as requested by regulators, government entities, and official inquiries.
Your Consent
By using our services, including the app and website, or by providing your information, you consent to the collection of information described in the “Data Collection and Uses” section and how we use it as described in the "How We Use Your Information" section above. TheApp may share your information other than as described in this policy if we notify you and you consent to the sharing. You can request the deletion of your data by emailing support@theapp.in.
Updates to This Policy
We may occasionally update this policy. If you use our services after an update, you consent to the updated policy. If we make significant changes, we will notify you of the changes through TheApp or through other contact information you provided. By using our services after such notice, you consent to our updates to this policy.
CANCELLATION POLICY:
1. Cancellation by Users
Users may cancel a turf booking subject to the following conditions:
1.1 Free Cancellation Window
- Up to 24 hours before the booking start time: Users may cancel for free and receive a full refund to their original payment method or app wallet (as per user preference).
- Between 24 to 6 hours before the start time: Users will receive a 50% refund of
the booking amount. - Within 6 hours of the booking start time: No refund will be issued.
Note: Refunds to original payment methods may take 3–7 business days depending on your bank/payment provider.
2. Cancellation by Turf Partners
In rare cases, a turf partner may cancel a booking due to operational reasons (e.g., maintenance, double booking, bad weather for outdoor turfs).
- In such cases, users will receive a 100% refund, either to their original payment method or as wallet credits.
- TheApp may offer additional credits or discounts as a gesture of goodwill depending on the situation.
3. No-Show Policy
If a user does not show up for the booked slot and does not cancel in advance:
- The booking will be marked as a no-show.
- No refund will be provided.
4. Rescheduling Policy
Users can request to reschedule a booking instead of cancelling it, subject to:
- Availability of the turf at the new requested time.
- A reschedule request being made at least 6 hours before the original booking time.
- Only one reschedule allowed per booking.
If the request cannot be accommodated, the standard cancellation policy will apply.
5. Refund Method & Timeline
- Refunds to bank accounts or cards typically take 3–7 business days.
- Refunds to app wallet are instant upon approval.
- Refund status can be tracked in the “My Bookings” >”Cancellations” section of the app.
6. Exceptions
- Special cancellation terms may apply for bulk bookings, seasonal tournaments, or partner promotions. These will be clearly mentioned at the time of booking.
- For technical issues during booking or duplicate charges, users can contact support
for a full resolution and refund.
7. How to Cancel or Modify a Booking
To cancel or reschedule:
- Open TheApp.
- Go to “My Bookings”.
- Select the booking you wish to modify.
- Choose “Cancel” or “Reschedule” and follow the instructions.
For urgent cancellations, please contact customer support via the app or at support@queeslot.com
8. Contact Support
If you have any issues with your booking or refund, please contact:
Email: support@queeslot.com
Phone: [Insert Support Number]
In-App Chat: Available 9 AM – 9 PM, 7 Days a Week
REFUND POLICY
Effective Date: [Insert Date]
Applies To: All bookings made via Queeslot
At Queeslot, we strive to provide a smooth and user-friendly experience for all players and turf partners. This Refund Policy outlines the terms under which users are eligible for refunds and how such refunds will be processed.
1. General Refund Eligibility
A user is eligible for a refund under the following conditions:
1.1 Cancellation by User
Refunds for user-initiated cancellations will be governed by our Cancellation Policy. Depending on when the cancellation is made, the user may receive a full, partial, or no refund.
1.2 Cancellation by Turf Partner
If the turf partner cancels a confirmed booking due to operational reasons (e.g., turf maintenance, weather disruptions, or double bookings), the user will receive a 100% refund of the amount paid.
1.3 Technical Failures or Payment Errors
In cases where:
- A payment is debited but the booking fails,
- A double payment is made,
- Or system errors lead to booking issues,
Users will be eligible for a full refund of the affected transaction.
2. Refund Method
Refunds will be issued through one of the following methods based on the original payment mode and user preference:
- To Original Payment Method (UPI, Credit/Debit Card, Wallet):
~ Refunds are processed within 3–7 business days from the approval date. - To TheApp Wallet (Instant Credit):
~ Refunds are credited within 1 hour of approval and can be used for future bookings.
Users may choose their preferred refund method during the cancellation process or by contacting customer support.
3. Non-Refundable Scenarios
Refunds will not be provided under the following circumstances:
- No-show: If the user does not show up for the booking and fails to cancel in
advance. - Late cancellation: Cancellations made outside the free cancellation or partial refund
window as outlined in our Cancellation Policy. - Violation of terms: If the user is found in breach of platform or venue rules (e.g.,
misconduct, misuse of turf, etc.).
4. Partial Refunds
In case of:
- Shortened usage due to user choice or early exit,
- Downgrade in service (e.g., shifting to a smaller turf),
Refunds will be reviewed on a case-by-case basis. Final discretion lies with TheApp.
5. Dispute Resolution & Refund Appeals
If a user disagrees with the outcome of a cancellation or refund decision, they may:
- Email the full details to support@queeslot.com within 72 hours of the issue.
- Provide relevant screenshots, transaction IDs, or booking references.
Our support team will review the request and respond within 3 working days.
6. Force Majeure
In case of cancellations due to events beyond control (e.g., natural disasters, government- imposed restrictions, pandemics, etc.), refund eligibility will be evaluated based on the situation. Where applicable, users may receive full or partial refunds, or reschedule options.
7. Promotions, Discounts & Vouchers
Refunds on bookings made using promo codes, discounts, or gift vouchers:
- Only the actual amount paid (excluding discounts) will be refunded.
- Promo codes or coupons used during the original booking will not be reissued unless specifically stated.
8. Refund Tracking
Users can track the status of their refunds by:
- Visiting My Bookings > Cancellations & Refunds in the app.
- Contacting our support team via chat or email.
9. Contact & Support
For refund queries or disputes, contact:
Email: support@queeslot.com
Phone: [Insert Contact Number]
In-App Chat: Available 9 AM – 9 PM IST