Refund Policy
Last Updated: 19 December 2025
This Refund Policy applies to all bookings, subscriptions, memberships, vouchers, and services provided by The Dome and forms an integral part of our Terms & Conditions.
By completing a booking or payment, you acknowledge and agree to this Refund Policy.
1. General No-Refund Policy
All payments made to The Dome are final and non-refundable, unless explicitly stated otherwise in this Refund Policy or required by applicable Indonesian law.
This includes, but is not limited to:
- Court bookings
- Booking fees
- Subscriptions and recurring bookings
- Membership fees
- Vouchers and promotional packages
2. Non-Refundable Booking Fee
To secure a time slot exclusively for you, The Dome charges a non-refundable booking fee.
The booking fee represents the cost of removing the slot from public availability and will not be refunded under any circumstances, including but not limited to:
- Customer cancellations
- No-shows
- Incorrect date or time selection
- Scheduling conflicts
- Change of plans
- Weather conditions that do not materially affect safety
- Approved reschedules
3. No-Show Policy
Failure to attend a confirmed booking without an approved reschedule constitutes a no-show.
In the event of a no-show:
- All fees paid are forfeited
- No refunds, credits, or reschedules will be issued
4. Rescheduling Policy (No Refunds)
Rescheduling does not entitle the customer to a refund or credit. A reschedule only moves the booking time if approved.
4.1 Same-Day Reschedule Window
A reschedule request may be approved only if both conditions are met:
- The request is submitted at least 3 hours (H-3) before the scheduled start time
- The new booking time is within the same calendar day
Approval is subject to availability.
If no suitable slot is available, the booking is forfeited.
4.2 Force Majeure Reschedules
A reschedule outside same-day rules may be approved if the reason qualifies as Force Majeure, defined as unforeseen and unavoidable events beyond the customer’s reasonable control.
Accepted Force Majeure categories include:
A. Medical Emergencies
- Hospitalization of the player
- Serious injury requiring urgent medical care
- Sudden illness with medical advice not to play
B. Family Emergencies
- Death of an immediate family member
- Emergency hospitalization of a spouse, child, or parent
C. Major External Disruptions
- Government-mandated lockdowns or access restrictions
- Severe natural disasters affecting access or safety
- Residential flooding preventing travel
D. Dome Operational Failures (Auto-Approved)
- Operator-initiated cancellation
- Court or facility deemed unplayable
- Instructor absence (where applicable)
4.3 Exclusions (Not Force Majeure)
The following reasons do not qualify for rescheduling or refunds:
- Traffic delays
- Work or meeting conflicts
- Personal scheduling changes
- Forgetting the booking time
- Player fatigue
- Change of mind
- Weather conditions that do not materially affect safety
4.4 Proof Requirements
Force Majeure requests may require valid supporting documentation, including:
- Medical certificates or hospital records
- Official government or police notices
- Death announcements
- Time-stamped photo or video evidence
If required proof is not submitted, incomplete, or unverifiable, the request will be rejected.
5. Dome-Initiated Cancellations
If The Dome cancels a booking due to operational, safety, or facility-related reasons, customers may be offered one of the following, at The Dome’s discretion:
- A reschedule to an available slot
- A refund
- A credit for future use
Such remedies will be provided in accordance with Indonesian Consumer Protection Law.
6. Subscriptions & Recurring Payments
Subscription fees and recurring booking charges are non-refundable, including partially used billing periods.
Failed, reversed, or disputed payments may result in immediate suspension or cancellation of access without refund.
7. Vouchers and Credits
All vouchers and credits issued by The Dome are:
- Non-refundable
- Non-redeemable for cash
- Non-transferable unless explicitly stated
- Subject to stated expiry dates
Vouchers and credits do not constitute electronic money or stored-value instruments.
8. Policy Changes
The Dome may update this Refund Policy at any time. Updates take effect immediately upon publication on our website or application.
Continued use of our services constitutes acceptance of the revised policy.