MoPlay Legal
Refund and Cancellation Policy
Rules for full bookings, Split Sessions, failed payments, cancellations, refunds and post-pilot participant fees.
Version 2026-08-16
Version and application
This Policy applies to bookings and Split Sessions made through moplay.app and MoPlay applications. It should be read with the Customer Terms of Service and any facility-specific cancellation term displayed before payment.
This version may be published in advance, but Participant Split Payment Fee provisions apply only to Split Sessions created on or after 00:00 West Africa Time on 16 August 2026.
Nothing in this Policy limits a consumer right or remedy that cannot lawfully be excluded.
Definitions
| Term | Meaning |
|---|---|
| Full Booking | A booking where one customer pays the complete Facility Amount. |
| Split Session | A proposed booking funded through multiple participant payments linked to one session. |
| Field Contribution | Money paid toward the Facility Amount of a Split Session. |
| Split Session Service Fee | The fixed NGN 500 fee paid by the organizer to create and administer the Split Session. |
| Funding Window | The displayed time allowed for a Split Session to become fully funded. |
| Cancellation Cutoff | The deadline displayed before payment for cancellation under the applicable facility rule. |
| Participant Split Payment Fee | A separately disclosed fee charged on a successful participant contribution after the organizer's initial transaction, covering payment processing and MoPlay's Split Session service. |
Split Session Service Fee
The organizer pays a fixed NGN 500 Split Session Service Fee in addition to the organizer's Field Contribution.
The fee pays for creating and administering the session, generating the invite link, applying a temporary hold, providing funding and reconciliation tools and operating anti-abuse controls.
Once the organizer's initial payment is successfully verified and MoPlay creates the Split Session, the fee is earned and generally non-refundable.
- The fee is retained if the organizer cancels, the Funding Window expires, invited participants do not pay, the group does not complete funding or the session is restricted because of organizer or participant misuse.
- The fee is refunded where the session cannot be created or proceed because of a material failure caused by MoPlay or the provider, a duplicate or erroneous service-fee charge occurs or applicable law requires a refund.
Participant Split Payment Fee
For Split Sessions created from 15 July 2026 through 11:59 p.m. West Africa Time on 15 August 2026, invited participants are not charged a separate processing or platform fee. They pay only their displayed Field Contribution. The organizer's NGN 500 Split Session Service Fee remains applicable.
For Split Sessions created on or after 00:00 West Africa Time on 16 August 2026, each successful participant transaction after the organizer's initial payment may attract the Participant Split Payment Fee shown in the Customer Terms and at checkout.
The fee is based on the total Field Contribution in that transaction. Checkout must separately show the Field Contribution, Participant Split Payment Fee and total payable amount before the payer opens or authorises Paystack.
Once the participant payment is successfully verified and allocated to the Split Session, the Participant Split Payment Fee is earned and generally non-refundable.
The fee will be refunded where the Split Session cannot proceed because of a material failure caused by MoPlay or the provider, the fee was duplicated or charged incorrectly, the associated payment was not successfully verified, applicable law requires a refund or MoPlay expressly promises that result before payment.
The published schedule applies to ordinary local NGN transactions. If MoPlay permits an international card or another payment channel with materially higher processing costs, any different fee must be displayed before payment and will follow the same refund principles.
| Field Contribution in one participant transaction | Fee from 16 August 2026 |
|---|---|
| Up to NGN 2,400 | NGN 50 |
| NGN 2,401 to NGN 2,999 | NGN 150 |
| NGN 3,000 to NGN 4,999 | NGN 200 |
| NGN 5,000 to NGN 9,999 | NGN 300 |
| NGN 10,000 to NGN 19,999 | NGN 500 |
| NGN 20,000 and above | 2.5% of the Field Contribution, rounded up to the nearest NGN 50, capped at NGN 2,500 |
Funding windows
MoPlay may display a shorter Funding Window where reasonably required. A short technical grace period may be allowed for a payment initiated before the deadline and still processing; it is not an extension for starting a new payment.
| Time before booking start | Maximum Funding Window |
|---|---|
| More than 24 hours | Up to 2 hours |
| More than 6 hours but not more than 24 hours | Up to 60 minutes |
| At least 2 hours but not more than 6 hours | Up to 30 minutes |
| Less than 2 hours | Split Session unavailable; full payment required |
Incomplete or expired Split Sessions
If the Facility Amount is not fully funded by the deadline, the session expires, the temporary hold is released and verified successful Field Contributions are queued for refund to the original payment methods, subject to payment-network timing.
The organizer's NGN 500 Split Session Service Fee and each successfully processed Participant Split Payment Fee remain non-refundable unless a qualifying MoPlay or provider failure, duplicate charge, erroneous charge, unverified transaction, mandatory legal right or express pre-payment promise applies.
Eligible Field Contributions are refunded separately.
Fully funded Split Sessions
When the Facility Amount becomes fully funded, the Split Session becomes one Confirmed Booking. Individual participants cannot separately cancel their shares or demand individual refunds merely because they can no longer attend.
Where cancellation of the overall booking is permitted, eligible refunds are returned to original payers in proportion to their eligible Field Contributions.
Full Booking cancellations
A customer may request cancellation of a Full Booking in accordance with the Cancellation Cutoff and any cancellation charge clearly shown before payment.
After the Cancellation Cutoff, a customer is not automatically entitled to a refund because of a change of plan, inability to assemble players, late arrival, early departure or no-show.
MoPlay or the provider may offer a reschedule or credit at its discretion, without creating an obligation in every case.
Provider or MoPlay cancellation
If the provider or MoPlay cancels a Confirmed Booking, cannot provide the booked facility, double-books the slot, materially misdescribes availability or a qualifying MoPlay technical failure prevents the purchased service, affected customers are entitled to a full refund of eligible Field Contributions, the NGN 500 Split Session Service Fee and any Participant Split Payment Fees charged for that session.
MoPlay may offer a suitable reschedule, but the customer is not required to accept it in place of a refund where a refund right applies.
Weather, safety and events outside reasonable control
Where severe weather, unsafe conditions, government action, public emergency, infrastructure failure or another event outside reasonable control prevents use of the facility, MoPlay and the provider may offer a reschedule, credit or refund depending on the circumstances, the facility rule displayed before payment and applicable law.
No policy removes a right that applies where the service cannot legally or safely be provided.
Late arrival, reduced use and no-show
A booking normally ends at the originally scheduled time even if the customer or group arrives late. No refund is normally due for unused time caused by late arrival, early departure, insufficient players or failure to comply with reasonable facility rules.
Failed, duplicate, excess, late or disputed payments
- Failed, abandoned, reversed, pending or unverified transactions do not fund or confirm a booking until successful verification is received.
- Duplicate, excess or late payments that are successfully processed will be investigated and refunded where appropriate, including any duplicated or erroneous Participant Split Payment Fee connected to the affected transaction.
- If a customer is debited but MoPlay does not receive successful confirmation, the customer should contact the issuing bank and MoPlay support with the transaction reference.
- A chargeback or payment dispute does not automatically determine entitlement to a refund and may lead to temporary account restriction while the matter is investigated.
Refund method and timing
Refunds are normally returned to the original payment method. MoPlay will normally initiate an approved refund within seven business days after approval, but the date the money appears depends on the payment processor, payment channel, issuing bank and network.
MoPlay will not require a customer to accept platform credit instead of a monetary refund where the customer is legally entitled to a monetary refund.
Pilot-end treatment
A Full Booking successfully paid before 11:59 p.m. West Africa Time on 15 August 2026 remains governed by the checkout terms displayed when payment was completed, even if the booked activity occurs later.
A Split Session validly created before the pilot deadline remains governed by the fee and refund terms displayed when the organizer created it, provided it completes or expires within its original Funding Window.
The Participant Split Payment Fee does not apply to that session. Split Sessions created on or after 00:00 West Africa Time on 16 August 2026 may use the post-pilot fee schedule displayed before payment.
Contact
Refund and cancellation requests should be sent through the available support channel or to support@moplay.app with the booking reference, payment reference, account email or phone number and a short explanation.