Khelo · Refund & Cancellation Policy · Version 1.0

Refund & Cancellation Policy

Platform: Khelo (https://khelo.online) · Last updated: 2026-07-15 · Version: 1.0 Related: Terms & Conditions §6 · Disclaimer · Grievance Redressal

The fundamental fact

Khelo does not collect, hold, or process any payment. When a match has a fee, players pay the host directly (typically UPI, person to person). Khelo's role is limited to recording coordination status — not_required (free) · pending · paid (player marked it) · verified (host confirmed receipt) · rejected · refund_pending (a paid/verified booking was cancelled, so the host owes a return) · refunded (host marked it returned) — and keeping an audit trail. Consequently Khelo cannot issue, withhold, or guarantee refunds — money it never had cannot be returned by it.

There are currently no charges payable to Khelo (no subscription, no booking fee, no commission). If platform fees are ever introduced, this policy will be updated with a Khelo-specific refund section before any fee is charged.

Cancelling participation (players)

Free matches: cancel your booking in-app any time before the match starts. Repeated late cancellations and no-shows are visible in your reliability record.
Paid matches — before paying: simply cancel; nothing is owed.
Paid matches — after paying the host: cancel in-app and request the refund from the host directly. Whether and how much to refund (e.g. if the ground fee is already spent) is between you and the host; agree on expectations before paying where possible.

Cancelling a match (hosts)

Cancel as early as possible; all participants are notified automatically.
If you cancelled a paid match after collecting payments, you are responsible for returning players' money promptly. Keeping funds for a game that didn't happen may be treated as fraud — legally by the affected players, and by Khelo as grounds for enforcement (Terms §11).
When a paid/verified booking is cancelled, the platform flags it refund_pending and notifies you; after you return the money over UPI you mark it refunded. This is bookkeeping, not a money movement.

Disputes ("I paid but wasn't confirmed" / "They claim they paid but didn't")

Talk first — most disputes are timing (UPI delays) or mistaken identity of a payment; the in-app payment thread (reference number, screenshot, notes, "request again") exists for exactly this.
Use evidence: the player's UPI reference and screenshot, and your own UPI app's transaction history.
Every action is in the immutable audit trail (payment-events), visible to both parties — who claimed, verified, rejected, and when.
Unresolved? Raise a dispute in-app (reasons include not_paid / not_refunded), or a report for misconduct — a neutral Khelo moderator reviews these; you may also raise a grievance (process & timelines). Khelo can review the audit trail, apply reputation consequences, resolve/dismiss disputes, warn or suspend abusive accounts, and cooperate with lawful investigations — but cannot move money.
Genuine payment fraud can be reported to your bank/UPI app (chargeback/dispute mechanisms of NPCI/UPI) and to the police/National Cyber Crime portal (cybercrime.gov.in); Khelo will cooperate with lawful requests for relevant records.

Reputation consequences (automatic)

Payment behavior feeds reputation for both sides: hosts' verification rates and response times, players' verified/rejected counts, cancellation and no-show rates. Consistent bad faith becomes visible to the community and may trigger enforcement.

Venue costs

Khelo never books venues and owes nothing for venue fees. A host's claim that a ground is booked is their own representation (Terms §4.3).