Bookings and lessons
Cancellation and Refund Policy
Understand the provider’s versioned rule, per-slot calculation, and the customer’s statutory rights.
Version 2026-09-02 · effective September 2, 2026
1. Before purchase
Before payment, we show the provider, location, date and time, total price, and applicable policy version. You may correct the selection before confirming.
2. Arena or Coach rule
The Arena or Coach defines commercial deadlines and percentages. For example, it may offer a 100% refund with at least one hour of notice and 0% afterward. The exact accepted rule follows the purchase and cannot be worsened retroactively.
3. Statutory rights prevail
The commercial policy does not limit mandatory rights under Brazilian consumer law or other applicable rules. Statutory withdrawal where applicable, defective service, unfulfilled offers, improper charges, and provider cancellation are handled under the law.
4. Request and calculation
Before confirmation, the app shows affected items, estimated amount, and applied rule. Advance notice uses the service’s official time zone; in multi-slot orders, each item may have its own calculation. Network failure or repetition must not create duplicate charges or refunds.
5. Processing and returned amount
After approval, the refund is submitted to the payment provider and may remain processing. Final timing depends on the payment method and institution. SandScore commission is absorbed from the provider payout and is not deducted as a surprise fee from an amount owed to the customer.
6. Provider cancellation and support
If the provider cannot deliver the service, it must offer customer-approved rescheduling or a full refund, without limiting other rights. For discrepancies, review purchase details and use the official channel. Our public contact channel is being prepared. Signups will remain closed until it is available.
Our public contact channel is being prepared. Signups will remain closed until it is available.