Refund Policy

1. Two things you can pay for

There are two kinds of payment that pass through HeyLono, each with its own refund rules:

• Paid sessions — a player books and pays for a single session that a host has scheduled (e.g. "Wednesday night, £8"). The contract for the session is between the player and the host; HeyLono facilitates the payment via Stripe.
• Premium subscription — a host pays HeyLono £19.99/month for multi-club hosting, leagues, kiosk mode and other Premium features.

2. Paid sessions — refunds

Host cancels the session

If the host cancels a paid session for any reason, every booked player is refunded automatically and in full to their original payment method via Stripe. No action is needed from the player. Refunds typically appear on the card statement within 5–10 business days, subject to the card issuer.

Player cancels their booking

Player-initiated cancellations are governed by the host's published rules for that session (for example, "free cancellation up to 24 hours before the start time"). The host sets the policy; HeyLono displays it at booking. If you need to cancel a booking, contact the host directly through the app or your booking confirmation.

Session does not match what was advertised

If a session is materially different from what was advertised at booking (venue closed, equipment unavailable, etc.), contact the host first. Hosts can issue partial or full refunds directly from the HeyLono dashboard.

Player no-show

By default, no-show players are not refunded. Hosts may waive this at their discretion.

Statutory rights

Nothing in this policy displaces your statutory rights under the UK Consumer Rights Act 2015 or equivalent EU consumer protection law. For one-off paid sessions, the standard 14-day cancellation right under the Consumer Contracts Regulations does not generally apply because the service is provided on a specific date — but this depends on the facts of your booking.

3. Premium subscription — refunds

14-day free trial

New Premium subscribers get a 14-day free trial. You will not be charged during the trial. The subscription auto-renews at the end of the trial unless you cancel beforehand.

Monthly renewals

Premium is billed monthly. You can cancel at any time; cancellation takes effect at the end of your current billing period and you keep Premium access until then.

Partial-month refunds

We do not generally refund partial months once the trial has ended. If you forget to cancel and are charged, contact us at hello@heylono.com within 7 days and we will consider refund requests on a case-by-case basis.

Where you subscribed matters

• If you subscribed via the web (Stripe Billing), cancel and request refunds via the in-app billing portal or by emailing us.
• If you subscribed via Apple App Store, refunds are handled by Apple via reportaproblem.apple.com.
• If you subscribed via Google Play, refunds are handled by Google via your Play Store order history.

4. Disputes & chargebacks

If you raise a chargeback with your bank or card issuer for a paid session, the host receives the dispute notification through Stripe and is responsible for responding. HeyLono will assist by providing booking records, session details, and refund history.

We strongly encourage players to contact the host first — most issues are resolved faster than a chargeback can be processed.

5. How to request a refund

For paid sessions: contact the host directly, either through the in-app chat or any contact details they have shared. The host can issue a refund from the HeyLono dashboard with one tap.

For Premium subscriptions: email hello@heylono.com from the email address on your account, or use the channel you subscribed through (Apple / Google).