Dupla Cancellation Policy
Effective Date: 1 August 2026
Last Updated: 1 August 2026
This Cancellation Policy explains the rules that apply when a player, team, organizer, venue, or court cancels, withdraws from, postpones, or otherwise prevents the completion of a tournament or other padel event listed through Dupla.
This Policy forms part of Dupla’s Terms & Conditions. By registering for, organizing, or participating in an event through Dupla, users agree to this Policy and any event-specific cancellation rules displayed before registration.
1. Dupla’s Role and Pay-at-Court Model
Dupla provides a digital platform through which users may discover padel events, register for events, form teams, join waiting lists, receive notifications, and communicate with organizers.
Unless Dupla expressly states otherwise:
Event entry fees are paid by players directly to the organizer, venue, or court under a pay-at-court model.
Dupla does not collect, receive, hold, transfer, or process player event entry fees.
Dupla does not issue refunds for event entry fees paid directly to organizers, venues, or courts.
Dupla may separately charge organizers app fees, platform fees, service fees, or transaction-related fees for using Dupla.
Dupla is not the organizer, venue operator, court operator, or financial intermediary for player event entry fees.
Cancelling a registration through Dupla cancels the player’s or team’s registration on the platform. It does not automatically cancel, reverse, or refund any event entry fee paid outside Dupla.
2. Event-Specific Cancellation Rules
Organizers may establish event-specific cancellation rules, provided that those rules:
Are displayed clearly before registration;
Are consistent with Dupla’s Terms & Conditions, this Policy, and applicable law;
Do not misrepresent Dupla as collecting or refunding player event entry fees; and
Are applied fairly and consistently.
Where an event-specific cancellation rule conflicts with this Policy, this Policy will apply unless the event-specific rule provides more favourable terms to the player or is required by applicable law.
3. Player or Team Cancellation
A player or team may cancel its registration through the Dupla app, subject to any event-specific cancellation rules displayed before registration.
Where a player or team cancels its registration:
The registration will be removed from the event;
The available place may be offered to another player or team;
The organizer will be notified of the cancellation;
Dupla will not charge the player a cancellation fee unless such a fee was clearly disclosed and expressly accepted before registration; and
Any event entry fee paid directly to the organizer, venue, or court will be handled by the party that received the payment.
Any refund of a player’s event entry fee remains subject to the organizer’s disclosed rules and applicable law.
4. Return of Organizer App Fees After Cancellation
Under the pay-at-court model, organizers may pay Dupla app fees, platform fees, service fees, or similar charges in connection with an event or player registration.
Where a player registration, team registration, or event is cancelled and the relevant organizer app fee has already been paid:
The applicable organizer app fee connected to the cancelled registration or event will be credited back to the organizer’s Dupla Wallet;
The transfer of the wallet credit from the organizer’s Dupla Wallet to the organizer’s personal bank account, payment account, or external wallet will normally be completed within seven business days after the organizer requests the transfer and the request is successfully processed by Dupla; and
Dupla may deduct any applicable payment-gateway fees, transaction fees, bank fees, transfer fees, chargeback fees, or other third-party processing charges connected to the original payment or the return transaction.
Accordingly, the amount credited to the organizer’s Dupla Wallet may be less than the original amount paid.
Any transfer or payout from the organizer’s Dupla Wallet to the organizer’s bank account, payment account, electronic wallet, or other external account is subject to successful processing by the relevant bank, payment gateway, payment-service provider, or financial institution.
Dupla will not be responsible for any delayed, rejected, blocked, reversed, or unsuccessful payout resulting from circumstances outside Dupla’s reasonable control, including:
Incorrect, incomplete, outdated, or mismatched account information provided by the organizer;
An inactive, closed, frozen, restricted, suspended, or unsupported bank or payment account;
The organizer’s failure to complete identity verification, know-your-customer requirements, compliance checks, or other required procedures;
Limits, restrictions, holds, reviews, or refusals imposed by a bank, payment gateway, payment-service provider, or regulatory authority;
Technical failures, service interruptions, maintenance, or outages affecting a bank or third-party payment provider;
A bank or payment provider rejecting or reversing the transaction;
The organizer’s failure to provide requested documentation or information; or
Any other matter attributable to the organizer, the organizer’s financial institution, or a third-party payment provider.
Where a payout fails or is returned, Dupla may request updated payment information from the organizer and may deduct any additional bank, transfer, payment-gateway, or transaction fees incurred when attempting or repeating the payout.
The return of organizer app fees to the organizer’s Dupla Wallet is separate from any refund that may be owed to a player for an event entry fee paid directly to the organizer, venue, or court.
A wallet credit or organizer payout does not constitute a refund to a player and does not make Dupla responsible for refunding player event entry fees.
5. Team Cancellation and Partner Withdrawal
Where an event requires two players to register as a team, the registration becomes confirmed once both players have completed the required confirmation process.
After a team has been confirmed:
Cancellation by either player may cancel the entire team registration;
The remaining player may return to the waiting list where registration remains open;
The remaining player may send or receive a new partner request where permitted;
Existing partner requests associated with the cancelled team may be invalidated; and
A replacement place in the event is not guaranteed.
A confirmed team must not transfer, sell, or assign its registration to another player or team without the organizer’s approval.
6. Waiting List After a Cancellation
Where a cancellation creates an available place, Dupla or the organizer may offer that place to a player or team on the waiting list.
Joining a waiting list does not guarantee entry into the event.
A waiting-list place may be offered based on factors including:
Order of registration;
Team completion;
Whether a player is looking for a partner;
Event eligibility requirements; and
Available event capacity.
A player or team must confirm the offered place within any stated time limit. Failure to confirm within that period may result in the place being offered to another participant.
7. No-Shows
A registered player or team that does not attend the event and does not cancel through Dupla will be treated as a No-Show.
A No-Show may result in account measures, including:
A warning;
Temporary restrictions on registering for new events;
Removal from waiting lists;
Reduced access to limited-capacity events; or
Temporary suspension from future events.
Informing only a teammate, another player, a court employee, or an unofficial social-media account does not normally constitute a valid cancellation.
Where an event is due to begin shortly, the player should cancel through Dupla and contact the organizer directly.
A No-Show is not automatically treated as a cancellation for the purpose of returning organizer app fees unless Dupla or the organizer subsequently records the relevant registration as cancelled.
8. Late Arrival
Players are responsible for arriving and being ready to play at their scheduled match time.
Where a player or team is not ready to play within 15 minutes of the scheduled match time, the organizer may record the match as a 6–0 loss, subject to the event rules and surrounding circumstances.
Repeated late arrival may also result in warnings or account restrictions.
Late arrival or a match loss caused by late arrival does not automatically constitute a cancellation for the purpose of returning organizer app fees.
9. Exceptional Circumstances
Dupla or the organizer may waive a No-Show, late-arrival record, or related account restriction where the issue was caused by genuine exceptional circumstances, including:
A medical emergency;
An accident;
A serious family emergency;
A significant transportation disruption;
Severe weather or unsafe travel conditions;
A technical failure affecting the Dupla platform; or
Another circumstance reasonably outside the user’s control.
The player must notify Dupla or the organizer as soon as reasonably possible.
Dupla may request reasonable supporting information. Users should not provide unnecessary medical or sensitive personal information.
Approval of an exception is not automatic and will depend on the circumstances and available evidence.
10. Organizer Cancellation
An organizer may cancel an event due to circumstances including:
Insufficient registrations;
Venue or court unavailability;
Operational difficulties;
Safety or security concerns;
Severe weather;
Government restrictions;
Force majeure; or
Other circumstances that reasonably prevent the event from proceeding.
Where an organizer cancels an event:
Registered players must be notified as soon as reasonably possible;
No cancellation penalty will be applied to affected players;
Players will not owe any unpaid event entry fee;
Registrations will be cancelled or transferred to another event, where applicable;
Any player event entry fee already paid directly to the organizer, venue, or court must be handled by the party that received the payment; and
Any applicable app fees paid by the organizer for the cancelled event or registrations will be credited back to the organizer’s Dupla Wallet within seven business days, after deducting applicable payment-gateway fees, transaction fees, bank fees, transfer fees, or other third-party processing charges.
Dupla may facilitate communication between players and organizers but is not responsible for refunding player event entry fees that Dupla did not collect.
Repeated, unexplained, misleading, or abusive organizer cancellations may result in warnings, event removal, account restrictions, or suspension of the organizer’s account.
11. Venue Closure, Weather and Force Majeure
An event may be cancelled, postponed, shortened, relocated, interrupted, or rescheduled because of circumstances beyond the reasonable control of Dupla or the organizer, including:
Severe weather;
Court or venue closure;
Power, internet, or infrastructure failure;
Government action or restrictions;
Public emergencies;
Safety or security concerns;
Natural disasters; or
Other force majeure circumstances.
The organizer will determine whether the event can be resumed, relocated, rescheduled, shortened, or cancelled.
Where the event is cancelled, applicable organizer app fees will be credited back to the organizer’s Dupla Wallet in accordance with Section 4 of this Policy.
Any financial settlement concerning player event entry fees paid directly to an organizer, venue, or court will be handled by the party that received the payment, subject to applicable law.
12. Cancellation or Suspension by Dupla
Dupla may, at any time and at its discretion, suspend, remove, postpone, restrict, or cancel any tour, tournament, event, registration, or related activity made available through the platform.
Dupla may take such action where it believes, suspects, or receives information indicating:
Fraud, attempted fraud, suspicious activity, or financial irregularity;
False, misleading, inaccurate, incomplete, or unauthorized event information;
A violation or suspected violation of Dupla’s Terms & Conditions, this Policy, or any other applicable Dupla policy;
Illegal, prohibited, abusive, deceptive, or unauthorized activity;
A safety, security, safeguarding, or public-health concern;
Organizer misconduct or a failure to meet organizer obligations;
Manipulation of registrations, participants, results, prizes, fees, wallet credits, or payouts;
A dispute concerning the organizer’s authority to operate the event or use the relevant venue;
A payment, chargeback, refund, wallet, or payout irregularity;
A complaint from a player, venue, court, payment provider, governmental authority, or other relevant party;
A technical, operational, legal, regulatory, commercial, or reputational risk;
A risk to Dupla, its users, its payment partners, its business, or the integrity of the platform; or
Any other reason Dupla reasonably considers necessary or appropriate.
Dupla may take immediate action without prior notice where it considers that advance notice may expose Dupla, its users, the event, or another party to fraud, loss, harm, disruption, legal risk, or security risk.
Where reasonably possible, Dupla will notify the organizer and affected players of the cancellation, suspension, or restriction through the app, email, telephone, or another available communication method.
Where Dupla cancels an event:
Player registrations may be cancelled or suspended;
Affected players will not receive a cancellation penalty from Dupla;
Any player event entry fee paid directly to an organizer, venue, or court remains the responsibility of the party that received the payment; and
Any return of organizer app fees will be handled in accordance with Section 4 of this Policy.
Where an event is cancelled or suspended because of suspected fraud, misconduct, abuse, unpaid amounts, chargebacks, policy violations, legal requirements, or an ongoing investigation, Dupla may, to the extent permitted by applicable law:
Temporarily withhold or suspend organizer wallet credits or payouts;
Delay the return of organizer app fees until the review or investigation is completed;
Deduct amounts owed to Dupla or third parties;
Reverse improperly issued wallet credits;
Offset refunds, chargebacks, penalties, processing costs, losses, or other amounts against the organizer’s wallet balance; or
Require the organizer to provide information, evidence, documents, or verification before releasing any amount.
Dupla’s cancellation, suspension, removal, or restriction of an event does not make Dupla responsible for any indirect loss, loss of profit, loss of opportunity, reputational damage, travel expenses, accommodation expenses, venue expenses, or other consequential costs incurred by an organizer or participant, except where such liability cannot legally be excluded.
Nothing in this section limits any mandatory rights or remedies available under applicable law.
13. Events Interrupted After They Begin
Where an event has already started but cannot be completed, the organizer may:
Resume the event later;
Reschedule the remaining matches;
Relocate the event;
Shorten or modify the event format where reasonably necessary; or
Cancel the remaining part of the event.
The organizer must communicate its decision to affected players as soon as reasonably possible.
Where the remaining part of the event is formally cancelled, any applicable return of organizer app fees will be processed in accordance with Section 4 of this Policy.
Dupla may determine the applicable organizer wallet credit based on the cancelled registrations or cancelled part of the event.
Any refund, partial refund, credit, or replacement service relating to player event entry fees paid directly to an organizer, venue, or court will be determined by the party that received the payment, taking into account:
The services already provided;
The disclosed event terms;
The circumstances of the interruption; and
Applicable law.
14. Direct Payments and Player Refund Requests
Where a player has paid an event entry fee directly to an organizer, venue, or court:
Any refund request must be submitted to the party that received the payment;
Dupla may provide available registration records or facilitate communication;
Dupla cannot reverse, refund, or guarantee repayment of funds it did not receive;
Organizers must not falsely state that Dupla is responsible for issuing the player’s refund; and
Nothing in this Policy limits any mandatory legal rights available to the player.
Players should retain receipts, payment confirmations, messages, and other evidence relating to direct payments.
The crediting of organizer app fees to an organizer’s Dupla Wallet does not replace or satisfy any refund that the organizer, venue, or court may separately owe to a player.
15. How to Cancel
Players should cancel using the cancellation function available within the Dupla app.
A cancellation will normally become effective when it is successfully submitted and recorded by Dupla.
Players should retain any cancellation confirmation where available.
Where a technical problem prevents cancellation through the app, the player should contact Dupla Support and the organizer as soon as reasonably possible and provide reasonable evidence of the issue.
Messages sent only to another player, teammate, court employee, or unofficial social-media account may not constitute a valid cancellation.
The seven-business-day period for returning applicable organizer app fees begins after the cancellation is successfully recorded or confirmed by Dupla.
16. Account Restrictions
Before applying a significant account restriction, Dupla may consider:
The number and frequency of previous cancellations or No-Shows;
Whether the user informed the organizer;
Whether the available place was successfully filled;
Whether exceptional circumstances existed;
The effect on the event and other players; and
The user’s previous participation history.
Restrictions will be applied proportionately based on the circumstances.
17. Review and Appeals
A player or organizer may request a review of a cancellation record, No-Show record, wallet credit, deducted processing fee, or account restriction by contacting Dupla Support within seven days of receiving the relevant notification.
The request should include:
The relevant event;
The relevant registration or transaction;
The reason for the cancellation or dispute;
Any supporting information; and
The requested outcome.
Dupla may uphold, reduce, amend, or remove the relevant record, restriction, deduction, or wallet adjustment after reviewing the available information.
18. Organizer and Player Disputes
Players and organizers should first attempt to resolve cancellation and direct-payment disputes amicably.
Dupla may review:
Registration records;
Cancellation timestamps;
Event notifications;
Waiting-list activity;
Platform communications;
Organizer wallet records;
App-fee payment records; and
Other relevant information available through Dupla.
Dupla does not guarantee that it can resolve disputes involving cash, bank transfers, electronic-wallet transfers, or other player payments made outside the platform.
Nothing in this Policy prevents any party from exercising rights available under applicable law or submitting a complaint to a competent authority.
19. Abuse of the Cancellation Process
Users must not misuse the registration or cancellation process, including by:
Registering without a genuine intention to participate;
Repeatedly reserving limited places and cancelling;
Creating multiple accounts to avoid restrictions;
Falsely claiming an emergency;
Selling or transferring registrations without permission;
Manipulating waiting lists;
Creating false cancellations to obtain organizer wallet credits; or
Coordinating cancellations to disrupt an event.
Dupla may reverse improperly obtained wallet credits and restrict or suspend accounts involved in such conduct.
20. Relationship With Other Terms
This Policy must be read together with:
Dupla’s Terms & Conditions;
Dupla’s Privacy Policy;
The relevant event details;
Any event-specific rules displayed before registration; and
Applicable Egyptian law.
Where there is a conflict, mandatory applicable law will prevail.
Nothing in this Policy excludes or limits any right or remedy that cannot legally be excluded or limited.
21. Changes to This Policy
Dupla may update this Policy to reflect operational, legal, regulatory, payment-processing, or platform changes.
Material changes may be communicated through the app, website, email, or another appropriate method.
Unless required by law, updated provisions will apply prospectively and will not unfairly change the cancellation consequences of registrations completed before the update.
22. Contact Dupla
Questions, cancellation disputes, technical issues, organizer wallet enquiries, or requests to review account restrictions may be submitted through:
Dupla Support
Email: support@dupla-padel.com
Telephone or WhatsApp: +20 103 002 4232