Refund Policy

Overview

Jump Knock facilitates paid booking requests between customers and sports professionals. This policy explains when and how refunds are issued. Enquiry-only bookings (no payment collected) are not subject to this policy.

1. When a refund is automatically issued

You are entitled to a full refund of the amount paid through Jump Knock in the following circumstances:

• The professional declines your booking. If a professional declines a paid booking request, Jump Knock will refund the full amount you paid within 5-10 business days.
• The checkout session expired before payment was captured. If you started a checkout but did not complete payment and the session expired, no charge was made and no refund is needed.
• The professional does not respond. If a professional has not responded to your paid booking request within a reasonable period (at Jump Knock’s discretion), Jump Knock may cancel the booking and issue a full refund.

2. Cancellations after a booking is accepted

Once a professional has accepted your booking, the commercial arrangement (including delivery dates, location, and any remaining balance) is between you and the professional. Cancellation terms after acceptance depend on the cancellation policy set by the professional on their service listing.

Jump Knock does not guarantee refunds for cancellations that occur after a booking has been accepted. If you have a dispute with a professional following acceptance, contact us at hello@jumpknock.com and we will endeavour to assist.

3. Deposit bookings

For services that offer a deposit payment option, the deposit is the only amount collected by Jump Knock. The remaining balance is agreed and collected directly between you and the professional after acceptance.

If a deposit booking is declined, Jump Knock will refund the deposit in full. The refund policy for the remaining balance (if any has been collected directly) is between you and the professional.

4. How refunds are processed

Refunds are returned to the original payment method (card or bank account used at checkout). They are processed via Stripe and typically appear within 5-10 business days, depending on your bank or card issuer.

You will receive an email confirmation when a refund has been initiated. You can also track refund status in your booking dashboard.

5. Platform fee

Jump Knock charges a platform fee on paid bookings. This fee is deducted from the amount transferred to the professional; it is not added on top of the price shown to the customer. The customer pays exactly the price listed by the professional.

Where a refund is issued, the refund is for the full amount the customer paid. The platform fee is not separately refunded to the professional unless the booking was declined or the refund was caused by a platform error.

6. How to request a refund

If you believe you are entitled to a refund that has not been automatically issued, contact us at hello@jumpknock.com with:

• Your name and email address
• The service title and professional name
• The date of your booking request

We aim to respond to all refund queries within 2 business days.

7. Consumer rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you believe a service was not delivered as described, you may have additional rights under these regulations.