Refund & Return Policy

1. What this policy covers

This policy is issued by Sqoura (“we”, “us”). It applies to every payment made to us through our website and web application, and there are two distinct kinds:

For entry fees, Sqoura is the merchant of record. The charge appears on your card or bank statement under our name, we hold the funds, and we settle them to the organising club or federation after the event. That means your refund request comes to us, not to the organiser.

2. Tournament entry fees

An entry fee reserves a competitor’s place in a specific weight category, division, or team event. Because places are finite and the draw, scheduling, and venue costs are committed in advance, refunds depend on how much notice we are given.

Medical withdrawals

If a competitor withdraws inside the 14-day window because of a documented injury or illness, send us a medical certificate dated before the first day of competition. We will refund the entry fee in full. Requests without documentation are assessed under the standard timeframe above.

Duplicate and incorrect payments

If you are charged twice for the same competitor, or charged an amount that does not match the published entry fee, we refund the difference in full regardless of any deadline. Tell us as soon as you notice it.

Transfers instead of refunds

Where the organiser permits it, an entry may be transferred to a different competitor from the same club, or to a different category, instead of being refunded. Transfers must be requested before the entry deadline and may be subject to a category change approved by the organiser.

3. Cancelled or postponed events

• If an event is cancelled outright, every entry fee is refunded in full, automatically, to the original payment method. You do not need to ask.
• If an event is postponed, your entry carries over to the new date. If you cannot attend the new date, tell us within 14 days of the new date being announced and we will refund the entry fee in full.
• If a category is cancelled — for example because too few competitors entered — the fee for that category is refunded in full, or applied to another category the competitor is eligible for, at your choice.

4. Platform subscriptions

Sqoura subscriptions are billed monthly or annually in advance and give an organisation access to the platform for that period.

• Free trial. Every plan starts with a free trial. Cancel at any point before the trial ends and you are not charged at all.
• First paid invoice. If you cancel within 14 days of your first paid charge and have not run a live tournament on the platform in that time, we refund that charge in full.
• Cancelling later. Cancel at any time from your billing settings. Your subscription stays active until the end of the period you have already paid for, and you are not billed again. We do not pro-rate part-used months or years.
• Upgrades and downgrades. Upgrading charges the pro-rated difference immediately. Downgrading takes effect at your next renewal; the unused value of the higher plan is not refunded in cash.
• Extended outage. If the platform is unavailable for more than 24 consecutive hours because of a fault on our side, contact us and we will credit or refund the affected portion of your subscription.

5. How to request a refund

Send an email to [email protected] including:

1. The competitor’s full name, or your organisation name for a subscription refund.
2. The tournament name and the reference number shown on your confirmation email.
3. The amount paid and the date of payment.
4. The reason for the request, and any supporting document such as a medical certificate.

We acknowledge every request within one business day and give you a decision within three business days. Organisations with a Sqoura account can also raise the request from the support panel inside the application, which attaches the payment details automatically.

6. How refunds are processed

• Refunds are returned to the original payment method only. We cannot refund a card payment to a different card, to a bank account, or in cash.
• Refunds are made in Sri Lankan Rupees (LKR), for the amount originally charged. If your card is denominated in another currency, your bank converts the refund at its own rate on the day it is received, so the figure that lands may differ slightly from the figure that was taken. That difference is set by your bank and is outside our control.
• Once approved, we submit the refund within two business days. It then takes 7 to 10 working days to appear on your statement, depending on your card issuer or bank.
• We do not charge a fee to process a refund. Payment processing fees are absorbed by us, not deducted from what you get back.

7. Non-refundable items

The following are not refundable:

• Entries withdrawn fewer than 14 days before competition, other than the exceptions in Section 2.
• Fees for a competitor who was disqualified for a rules or conduct violation.
• Optional add-ons that have already been consumed or delivered, such as printed accreditation, merchandise, or spectator tickets that have been scanned for entry.
• Subscription periods that have already elapsed.
• Bank or card-issuer charges applied by your own bank to the original payment.

8. Disputes and chargebacks

If you believe a charge is wrong, please contact us first. Almost every dispute we see is a competitor not recognising the merchant name on their statement, and we can resolve that the same day. Raising a chargeback with your bank before contacting us can suspend the associated entry and typically takes far longer to resolve than a direct request.

If you are unhappy with a decision we make under this policy, reply to our email and ask for it to be reviewed. A second person will look at it and respond within five business days.

9. Contact us