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Financial & Payouts

Refund & Cancellation Policy

Understand rules on slot cancellations, weather disruptions, rescheduling limits, and Razorpay refund credit timelines.

Last Updated: July 01, 2026 • Jurisdiction: India • Applicable Platform: All Turf Payments & Transactions
Operator Settings
1.0

Cancellation Windows

Turf operators on BoxTime configure their cancellation parameters. Players receive refund rates based on the duration remaining until the scheduled match time.

Standard Refund Framework Example

Actual rates vary according to individual turf settings shown during checkouts.

>= 2 Hours Prior
50% Refund

Partial refund issued. Platform convenience fee is non-refundable.

1 to 2 Hours Prior
30% Refund

Partial refund issued. Remaining 70% retained by operator/gateway.

< 1 Hour Prior
No Refund

0% refund available. Slots canceled under 1 hour from start time are fully non-refundable.

Processing Timelines
2.0

Razorpay Refund SLAs

Refund approvals are triggered on the BoxTime engine immediately. The financial credit is handled via Razorpay back to your original payment source.

Payment Modes & SLAs

  • UPI Checkouts: 2–24 Hours
  • NetBanking: 2–3 Business Days
  • Cards (Visa, MasterCard): 5–7 Business Days

System Trace References

Every refund generates a unique Razorpay Payment ID (ARN/RRN). Players can use this reference code to track settlement timelines with their banks.

Play Ground Conditions
3.0

Weather & Force Majeure

Outdoor arenas and box turfs can face weather disruptions (heavy rain, thunder, waterlogging).

Operator Weather VerdictThe venue operator decides if a ground is unplayable due to weather. BoxTime cannot override physical field assessments.
Rescheduling Over RefundsIn weather issues, operators prioritize slot rescheduling. If alternate slots are unavailable, a full refund is issued.
Billing Exclusions
4.0

Convenience Fees Policy

Convenience fees charged by BoxTime cover SMS delivery, WhatsApp triggers, and secure Razorpay payment routing.

Non-Refundability ParameterEven if the operator processes a full booking refund, the platform convenience charge remains non-refundable, as gateway processing charges apply at the time of initial payment checkout.
Slot Changes
5.0

Slot Rescheduling Rules

Players can reschedule active bookings depending on operator settings:

  • Rescheduling must be completed at least 12 hours before the scheduled match time.
  • Each booking permits a maximum of one reschedule. Once rescheduled, the booking is non-refundable.
  • If the new slot rate is higher, players pay the price difference. If the new slot rate is lower, the difference is non-refundable.
Support Arbitration
6.0

Dispute Resolutions

In cases of disputes (e.g. double bookings, closed venue doors), players must notify BoxTime support within 24 hours of the scheduled match time. We will freeze operator settlement transfers and arbitrate based on digital checkout proof.

BoxTime Trust Shield

Razorpay Secured Escrow & Refunds

Payments are processed via Razorpay. Cancellations automatically trigger refund checks according to operator policies, with funds returned directly to your source account (UPI, Card, NetBanking).

5-7 Business Days SLA
Instant Refund Initiations
Razorpay Secured API
Customer Support

Have questions about our policies?

Our legal compliance team and support desk are available to address any questions, booking disputes, or data erasure requests.

Go to Contact & Support page

Email Address

support.boxtime@gmail.com

SLA: Under 2 Hours (Active Matches)

Hotline Contact

+91 8179770806

Mon–Sun, 6:00 AM – 11:00 PM IST

Support Address

Kothirampur, Karimnagar,
Telangana, India

Grievance SLA

Grievances acknowledged within 24 hours.

Resolved in accordance with IT Act 2000.