Legal · Your Spot. Your Commitment.

CANCELLATION POLICY.

What you get back when plans change, and what we expect from players, captains and hosts.

Version 1 — September 2026. Applies to every game booked through Tanafos. All cut-offs count backwards from the kick-off time shown on the game page (UAE time). Refunds go back to the original payment method.

Why we have this policy

Every game depends on players who commit, captains who set it up, and facilities that hold the pitch. This policy exists so that a spot you take is a spot you use, and so nobody pays for someone else’s change of plans.

The short version

Leave before the game locks: full refund.
Leave after the game locks but more than 4 hours before kick-off: 50% refund.
Leave less than 4 hours before kick-off, or don’t show up: no refund.
Someone takes your spot before kick-off: full refund, whenever you left.
Game cancelled by Tanafos, by the facility, or because it didn’t reach the minimum number of players: full refund, always.
Tanafos may issue a full refund in any situation at its own discretion.

Key terms

Kick-off: the start time on the game page.
Lock time: the moment the pitch is confirmed and paid for. Default: 12 hours before kick-off. Some facilities and hosts use a different lock time (6 to 24 hours). It is always shown on the game page before you join.
Game fee: the per-player price you paid through Tanafos. Refund percentages are calculated on this amount.
Captain: the player who created the game. Host: whoever runs a community game (an organizer or Tanafos).

1. A player leaves a game

When you leave	Refund
Before lock time	100%
After lock time, more than 4 hours before kick-off	50%
Less than 4 hours before kick-off	0%
No-show (still in the game at kick-off, didn’t play)	0% and a reliability strike

Refilled spot = full refund. If another player takes your spot before kick-off, including a friend you bring in, you get 100% back no matter when you left.
Captains can’t just leave. A captain who wants out must hand the game to another confirmed player in the app or cancel it (section 2).
The schedule you saw is the schedule you get. Whatever is shown on the game page when you join is what applies to you.
Example, 12-hour lock, 9:00 PM kick-off: full refund until 9:00 AM, 50% until 5:00 PM, nothing after 5:00 PM.

2. The captain cancels the game

When	Players	Captain
Before lock time	100% refund	No charge
After lock time	100% refund	Pays the facility’s cancellation charge (up to the full pitch fee) and receives a reliability strike

Before cancelling, the app offers to hand the game to another confirmed player. It only cancels if nobody takes it.
After lock time, cancellation goes through Tanafos support so we can try to save the game first.
Cancelling 3 or more games within 30 days suspends captain privileges for 30 days.

3. Tanafos or the facility cancels the game

Weather, safety, facility unavailability, maintenance, events outside anyone’s control, or too few players at lock time.

Everyone, including the captain, is refunded 100%. No strikes, no fees.
Where possible, Tanafos offers an alternative slot or nearby partner field at the same price first. Anyone who doesn’t accept it gets a full refund.
Material changes count as a cancellation for you. If kick-off moves by more than 1 hour, or the venue changes after you joined, you can leave for a full refund any time before kick-off.

4. Community games

Community games are run by a host (a community organizer or Tanafos itself) who sets the price and arranges the pitch. Players pay through Tanafos.

The same refund schedule applies, using the lock time the host sets. Refilled spot = full refund applies too.
Whatever a player forfeits goes to the host who carries the pitch cost.
Host cancels before lock time: everyone refunded 100%.
Host cancels after lock time: everyone refunded 100%, and the host receives a reliability strike.
A player removed by the host is refunded 100%, whatever the timing.
Reliability rules (section 6) apply exactly as in Tanafos games.

5. Game confirmation and minimum players

At lock time, every game is either confirmed or auto-cancelled, depending on the facility’s policy shown on the game page.

Minimum coverage (default): if confirmed players are at least 80% of the slots at lock time, the game is confirmed and the captain covers the remaining unfilled slots. Slots filled after lock are credited back to the captain. Below 80%, the game is auto-cancelled and everyone is refunded 100%.
No minimum: some facilities confirm the game whatever the numbers; the captain covers all unfilled slots. Suited to fixed groups booking for their own squad.
Captain guarantee: at any time before lock, a captain can confirm the game early and cover unfilled slots personally. The game can then no longer be auto-cancelled.
If a game is at risk, the captain and players are notified 24 hours before kick-off, and the captain gets a final warning 2 hours before lock.

6. No-shows and reliability

No-show: still in the game at kick-off, didn’t play. No refund plus one strike.
Late drop-out: leaving less than 4 hours before kick-off. You lose the fee, but no strike. We would rather you leave than no-show, because a freed spot can still be refilled.
3 strikes within 90 days suspends you from joining games for 30 days. Strikes expire after 90 days.
Captains and hosts: cancelling after lock time is one strike; cancelling 3 or more games within 30 days suspends privileges for 30 days.
Strikes also cost rank points.
Attendance is marked by the captain or host after the game. Disputes: contact Tanafos support within 48 hours of kick-off.

7. Exceptions and refunds at Tanafos’s discretion

Tanafos may issue a full refund in any case, at any time, at its own discretion, for example injury, medical emergency, bereavement, or a situation this policy doesn’t cover. Contact Tanafos support within 48 hours of kick-off. We may ask for supporting documents.
Refunds are issued automatically to the original payment method when triggered. Banks and card issuers can take 5 to 10 business days to show them.
Tanafos’s decision on a dispute is final.

8. Changes to this policy

Tanafos may update this policy at any time. Changes apply to games created after the update; the version shown when you joined a game is the one that applies to that game.