Cancellations & Refunds
Tempo payments are meant to start from the booking or game you are paying for. If a qualifying cancellation or reimbursement happens, the reusable value usually lands as Tempo credit rather than an instant card or bank reversal.
1. Tempo credit
Tempo credit is your reusable platform balance. It can come from cancellation credits, game refunds, host reimbursements and hosting earnings. It is not designed for casual wallet funding or long-term cash storage.
Tempo credit does not expire while your account is active. It can be used on bookings and games where the checkout flow supports it. Where available, Tempo applies credit first and the customer pays any remaining balance by card or bank transfer.
2. Private pitch bookings
| Situation | What happens |
|---|---|
| You cancel 6 hours or more before start time | Full Tempo credit for the booking amount and Tempo service fee |
| You cancel less than 6 hours before start time | No automatic credit unless the venue agrees or Tempo decides otherwise |
| The venue cancels, is closed, double-books or cannot provide the pitch | Full Tempo credit or reschedule support. Where legally required or appropriate, Tempo may process a payment-provider refund. |
The 6-hour cut-off exists because venues often cannot resell a slot close to start time. It does not remove any consumer right that Nigerian law gives you when a paid service is not provided.
3. Hosting a public game
A host pays first to reserve the pitch and publish the game. Player payments for that game are collected against the game ledger, not as casual wallet top-ups.
| Situation | What happens |
|---|---|
| Players join and pay | Their payments reimburse the host up to the pitch cost the host paid. Any additional hosting earnings are tracked separately. |
| The game does not reach the minimum | The host decides whether to continue with fewer players or cancel and trigger eligible credits. |
| The host cancels | Player payments are credited back. Host recovery depends on timing, venue policy and whether the pitch booking can still be cancelled. |
| The session is 80% full or above | The host cannot cancel through the normal flow; it proceeds unless Tempo intervenes for an exceptional reason. |
| The venue cancels or the pitch is unavailable | Players receive full Tempo credit or reschedule support. Tempo also reviews the host deposit and venue settlement. |
Hosting earnings can be reused on Tempo. A bank withdrawal is limited to verified earnings from the host's own completed sessions; cancellation credits and player refunds remain reusable Tempo credit.
4. Joining a public game
| Situation | What happens |
|---|---|
| You leave and a waitlisted player takes your spot | Full Tempo credit |
| You leave 6 hours or more before start time and there is no replacement | Full Tempo credit |
| You leave less than 6 hours before start time and there is no replacement | No automatic credit because the host has already committed to the pitch |
| The game is cancelled by the host, venue or Tempo | Full Tempo credit for eligible players |
5. Payment-provider issues
Sometimes a payment provider may mark a payment successful before Tempo has received or processed the webhook. If your provider receipt says success but Tempo has not applied the payment, do not keep retrying with new payments unless the app clearly asks you to. Email us with:
- Your Tempo account email
- The booking or game you were paying for
- The payment reference or transaction ID
- A screenshot or receipt from KoraPay, Flutterwave or the bank
Tempo admins can verify the payment and apply it where the provider confirms success and the amount matches the expected booking or game amount.
6. Rain and unplayable pitches
If a venue declares a pitch unplayable, Tempo will support a full Tempo credit, reschedule or provider refund where appropriate. If the venue says the pitch is playable and you choose not to attend, the normal cancellation timing applies.
7. Abuse, fraud and chargebacks
Tempo may hold or reverse credits, reimbursements, hosting earnings or venue settlements where there is suspected fraud, duplicate payment, chargeback, false attendance, side payment, abuse of cancellation rules or a serious unresolved dispute.
8. Contact
Email info@playtempo11.com within 48 hours of the issue where possible. Include the booking reference, game link, venue name and payment reference so we can investigate quickly.