KhelPoint
Legal

Terms of Service

Effective: May 11, 2026Last updated: May 11, 2026~10 min read

By using KhelPoint, you agree to these terms. Select the version that applies to you — we have separate terms for players and venue partners.

Terms and Conditions - KhelPoint Users

Effective Date: May 11, 2026
Last Updated: May 11, 2026

1. Acceptance of Terms

By accessing and using KhelPoint (including our website, mobile application, and services), you agree to be legally bound by these Terms and Conditions ("Agreement"). If you do not agree with any part of these terms, you must not use the Service.

These terms apply to all users, including but not limited to browsers, vendors, and administrators.

2. Definitions

  • "Platform/Service" - KhelPoint website, mobile app, and related services
  • "User" - Any person using KhelPoint for booking venues
  • "Vendor" - Business owner offering venue/sports facility bookings
  • "Booking" - A reservation made through KhelPoint
  • "KP Coins" - In-app currency used for payments
  • "Commission" - Platform fee deducted from booking amount

3. User Eligibility & Account Registration

  • You must be at least 18 years old to use KhelPoint
  • You must have the legal capacity to enter into binding agreements
  • You cannot use KhelPoint if you are a minor or restricted person

3.2 Account Information

You must provide:

  • Accurate, current, and complete information
  • Valid email address and phone number
  • True full name
  • Honest profile information

3.3 Account Security

  • Your Responsibility: Protecting your password and account
  • Do not share your login credentials with anyone
  • You are liable for all activities under your account
  • Notify us immediately of unauthorized access: security@khelpoint.com
  • KhelPoint is not responsible for unauthorized use due to your negligence

3.4 Account Verification

  • We may request proof of identity (photo ID, etc.)
  • Verification required to access certain features
  • False information may result in account suspension

3.5 One Account Per Person

  • You may not create multiple accounts
  • Duplicate accounts will be suspended without refund
  • If caught, all associated accounts will be banned

4. User Conduct & Prohibited Activities

4.1 You Must Not:

  • Use the Platform for illegal purposes or violate any laws
  • Harass, threaten, defame, or discriminate against vendors or other users
  • Create fake reviews, ratings, or comments
  • Manipulate the booking system (multiple fake bookings, system exploitation)
  • Attempt to access restricted areas or other users' data
  • Use bots or automation to scrape data or make bookings
  • Spam or send unsolicited messages
  • Engage in reselling of bookings (booking to resell to others)
  • Share nude or explicit content
  • Spread misinformation or false claims about venues
  • Attempt to circumvent payment or refund system
  • Conduct off-platform transactions to avoid commission tracking

4.2 Prohibited Content

  • Illegal material
  • Abusive, offensive, or hateful language
  • Personal information of others without consent
  • Copyright or trademark-infringing material
  • Violent or graphic content

4.3 Violations & Consequences

  • First Offense: Warning and content removal
  • Second Offense: Temporary account suspension (7 days)
  • Third Offense: Permanent account ban with no refund of KpCoins (if exsists)
  • Serious Violations: Immediate ban without warning
    • Fraud, threats, violence, sexual harassment, repeated discrimination with no refund of KpCoins (if exsists)

5. Bookings & Reservations

5.1 Booking Process

  1. Search & Filter: Find venues matching your preferences
  2. Temporary Booking: Select date/time and create temporary booking
  3. Payment: Choose payment method and complete payment
  4. Confirmation: Booking confirmed and secret code generated
  5. Reminders: Receive notifications before booking time
  6. Venue Entry: Present booking confirmation or secret code to vendor
  7. Post-Booking: Rate venue and vendor after completion

5.2 Booking Requirements

  • Advance booking window: Up to 30 days ahead (varies by vendor)
  • Operating hours must be observed (24-hour venues available)
  • Venue capacity must not be exceeded
  • Temporary bookings expire after 15 minutes if not paid

5.3 Secret Codes

  • Vendors generate secret codes for each booking
  • Code proves booking authenticity
  • Share code only with people attending with you
  • Do not share publicly (prevents misuse by others)
  • Code valid until booking completion

5.4 Booking Modifications

  • Before Payment: Cancel and rebook as new booking
  • After Payment: Contact vendor or support for changes
  • Most changes may incur fee per vendor's policy
  • Some changes may not be possible near booking time

5.5 No-Show Policy

  • If you don't arrive by 15 minutes after booking start time
  • Vendor can mark booking as "no-show"
  • Full payment forfeited (no refund)
  • Repeated no-shows may result in account restrictions

6. Payment Terms

6.1 Payment Methods

KhelPoint accepts:

  • KP Coins - In-app currency (1 Coin = Rs. 1)
  • JazzCash - Mobile wallet payment
  • EasyPaisa - Mobile wallet payment
  • SafePay - Credit/debit card payment
  • Card/Bank Transfer - Direct bank transfers
  • Mixed Payment - Combination of coins + cash
  • Manual Payment - Admin-initiated (for special cases)

6.2 Payment Processing

  • Payments processed immediately upon submission
  • Confirmation email sent with receipt
  • Tax (if applicable) calculated separately
  • Currency: Pakistani Rupees (PKR)

6.3 Failed Payments

  • If payment fails, temporary booking expires after 15 minutes
  • Retry payment anytime before expiration
  • Multiple failed attempts may trigger verification
  • Contact support if payment repeatedly fails

6.4 Payment Security

  • All payments encrypted (SSL/TLS)
  • Card details not stored on our servers
  • Payment processors: JazzCash, EasyPaisa, SafePay handle security
  • KhelPoint PCI DSS compliant (payment security standard)

6.5 Transaction History

  • View all transactions in account dashboard
  • Includes: booking amount, payment method, date, status
  • Receipts available for download

6.6 Duplicate Charges

  • If charged twice for same booking, contact support immediately
  • We will investigate and refund within 5-7 business days
  • Provide transaction IDs and booking reference

7. KP Coins - In-App Currency

7.1 What Are KP Coins?

  • Value: 1 KP Coin = Rs. 1
  • Use: Pay for bookings, receive as refunds, earn via promotions
  • Balance: Visible in account dashboard

7.2 Earning Coins

  • Refunds: Receive refund amount as KP Coins
  • Promotions: Earn coins via promotional campaigns
  • Rewards: Loyalty bonuses and referral rewards
  • Admin Credit: Manual credit by admins (rare, special cases)

7.3 Using Coins

  • Select "KP Coins" as payment method at checkout
  • Can combine coins with other payment methods (e.g., Rs. 500 coins + Rs. 200 card)
  • Sufficient balance required to use coins

7.4 Coin Expiry & Grace Period

  • Expiry: Coins expire after a set period (default: 1 years from receipt)
  • After Expiry: Coins forfeited (converted to expired status)
  • Grace Period: One-time extension possible for loyal users (contact support)

7.5 Coin Transactions

  • View transaction history in account
  • Includes: date, amount, type (refund/promo/earned), description
  • Full audit trail for transparency

7.6 Coin Limitations

  • Cannot convert coins to cash (one-way conversion)
  • Cannot gift coins to others
  • Cannot refund unused coins
  • Coins non-transferable

8. Refunds & Cancellations

8.1 Refund Eligibility

You CAN request refund IF:

  • ✓ Booking is within refund window
  • ✓ You cancel BEFORE booking start time
  • ✓ Booking payment status is "paid"

You CANNOT request refund IF:

  • ✗ Booking is already completed
  • ✗ No payment was made (unpaid booking)
  • ✗ Booking has already been cancelled
  • ✗ Refund window expired
  • ✗ You are trying to cancel after booking start time

8.2 Cancellation Process

  1. Initiate: Go to booking details → "Cancel Booking"
  2. Confirm: Confirm cancellation (irreversible)
  3. Auto-Refund: System auto-generates refund request
  4. Calculate: Refund amount calculated based on vendor's cancellation policy
  5. Process: Refund processed per policy timeline (usually 3-7 days)

8.3 Refund Policies

Each vendor sets their own cancellation policy. Example:

  • 48+ hours before: 100% refund
  • 24-48 hours before: 50% refund
  • Less than 24 hours: No refund (booking forfeited)

Your applicable policy shown before confirming booking.

8.4 Refund Method

Refunds issued via:

  • Default: Refund can only be issued as KP Coins (added to wallet) which can later be used to book again
  • Timeline: Processed within 3-7 business days

8.5 Late Cancellations

  • Cancellation within 24 hours of booking start = typically no refund
  • Some vendors offer partial refunds (per their policy)
  • Policy shown before booking confirmation

8.6 Vendor-Initiated Cancellations

If vendor cancels:

  • ✓ You receive 100% refund automatically
  • ✓ Refund issued to original payment method
  • ✓ Processed within 1-3 business days
  • ✓ Bonus compensation may apply (KP Coins) - at admin discretion

8.7 Partial Refunds

In dispute cases, admins may approve:

  • Partial refund if service was partially delivered
  • Documentation required (photos, communications)
  • Approved refunds processed within 5-7 days

8.8 Refund Disputes

  • If refund not received within 7 days, contact support
  • We investigate and resolve within 14 days
  • If still unresolved, escalate to admin arbitration
  • Last resort: Credit card chargeback (with $25 fee)

9. Reviews & Ratings

9.1 Posting Reviews

You may post reviews of venues and vendors:

  • Requirement: Booking must be completed
  • Rating: 1-5 stars
  • Text: Optional written review (max 500 characters)
  • Visibility: Posted immediately after submission

9.2 Review Guidelines

Reviews must:

  • ✓ Be truthful and based on personal experience
  • ✓ Be respectful and non-abusive
  • ✓ Not contain personal information of vendor/staff
  • ✓ Not contain spam or promotional content
  • ✓ Focus on service quality, cleanliness, amenities, behavior

Reviews must NOT:

  • ✗ Contain hate speech, profanity, or threats
  • ✗ Make false claims about the venue
  • ✗ Promote competing businesses
  • ✗ Contain external links or contact information
  • ✗ Be political, religious, or socially divisive

9.3 Fake & Fraudulent Reviews

  • KhelPoint uses automated tools to detect fake reviews
  • Reviews from accounts with no actual bookings may be removed
  • Posting multiple reviews for same venue = suspicious
  • Consequences:
    • First: Review removed, warning sent
    • Repeat: Account suspended or banned

9.4 Vendor Responses

  • Vendors can respond to your review
  • Responses must follow same guidelines
  • You can respond to vendor replies
  • Respectful dialogue encouraged

9.5 Editing & Deleting Reviews

  • Edit: Change your review anytime (edits public)
  • Delete: Remove your review anytime
  • Once deleted, cannot be recovered

9.6 Review Disputes

  • If vendor disputes your review as false, we investigate
  • You may be asked for evidence (photos, communications)
  • If review found to be false, it will be removed
  • Repeated false reviews = account warning or ban

10. Limitation of Liability

10.1 Platform Not Liable For:

  • Vendor Actions: Vendor behavior, cancellations, no-shows, poor service
  • Third-Party Services: Payment gateway failures, issues with JazzCash/EasyPaisa
  • Technical Issues: Website downtime, app crashes, slow internet
  • Force Majeure: Natural disasters, wars, pandemics, government actions
  • Data Loss: Lost messages or booking history (backup available)
  • Indirect Damages: Lost profits, business interruption, consequential damages
  • Third-Party Content: Links to external websites or services

10.2 Liability Cap

  • KhelPoint's total liability capped at booking amount (max Rs. 5000)
  • Liability does NOT include:
    • Loss of profit or revenue
    • Emotional distress or mental anguish
    • Punitive or exemplary damages
    • Multiple bookings or cumulative damages

10.3 No Warranty

  • Platform provided "AS IS" without warranties
  • No guarantee of uninterrupted service
  • No guarantee of error-free operation
  • Venue quality or availability not guaranteed

10.4 User Risk Acknowledgment

  • You use the Platform at your own risk
  • You assume responsibility for verifying venue details
  • You acknowledge risks inherent in sports activities
  • KhelPoint not responsible for injuries or accidents

11. Indemnification

You agree to indemnify and hold harmless KhelPoint from:

  • Claims arising from your use of the Platform
  • Violations of these Terms & Conditions
  • Violation of any law or third-party rights
  • Your disputes with vendors or other users
  • Damages caused by your actions or negligence

12. Account Suspension & Termination

12.1 Reasons for Suspension

We may suspend your account for:

  • Violation of Terms: Misconduct or prohibited activities
  • Fraudulent Activity: Fake reviews, duplicate accounts, payment fraud
  • Harassment: Threats, abuse, or discrimination
  • Payment Issues: Repeated failed payments or chargebacks
  • Security Risk: Hacking attempts or suspicious activity
  • Inactivity: No login for 2+ years (can be reactivated)

12.2 Suspension Process

  1. Notice: We send email explaining reason
  2. Review: You have 7 days to respond with evidence
  3. Decision: We respond with suspension duration or permanent ban
  4. Duration: Typically 7-30 days, or permanent for serious violations

12.3 Permanent Termination

Automatic permanent ban for:

  • Repeated violations after warnings
  • Fraud or theft
  • Threats or violence
  • Sexual harassment or exploitation
  • Use of hacking tools or system manipulation

12.4 Appeal Process

  • Duration: 7 days from suspension notice
  • Method: Reply to suspension email with evidence/explanation
  • Review: Admin reviews and makes final decision
  • Timeline: 14 days for response
  • One Appeal: Limited to one appeal per suspension

12.5 Account Data After Termination

  • Personal data deleted within 30 days
  • Booking history kept 7 years (anonymized) for legal compliance
  • No backup or recovery after permanent deletion
  • Tax/transaction records kept 7 years

13. Dispute Resolution

13.1 Support Tickets

  1. Create: Submit issue in support dashboard
  2. Categorize: Select category (account, booking, payment, etc.)
  3. Respond: Support team responds within 24-48 hours
  4. Track: Monitor ticket status in real-time
  5. Resolve: Issue resolved or escalated

13.2 Response Times

  • Urgent (Security/Fraud): 1-2 hours
  • High Priority (Payment Issues): 4 hours
  • Medium Priority (Booking Issues): 24 hours
  • Low Priority (General): 48 hours

13.3 Escalation

If unresolved after 5 days:

  • Escalate to supervisor
  • Case reviewed by management
  • Resolution proposed within 7 days

14. Intellectual Property Rights

14.1 KhelPoint Ownership

  • KhelPoint owns all platform content, logos, designs, code, features
  • You cannot copy, modify, or reproduce platform
  • Unauthorized use violates copyright law

14.2 User Content

  • You own reviews, photos, and messages you post
  • By posting, you grant KhelPoint a permanent license to use your content
  • We may use your reviews in marketing (with anonymization if needed)
  • You retain right to delete your content

14.3 Restrictions

  • Cannot use KhelPoint's logo or branding without permission
  • Cannot scrape data for commercial purposes
  • Cannot reverse engineer the platform
  • Cannot create derivative works

15. Changes to Terms & Conditions

15.1 Updates

  • We may update these terms anytime
  • Significant changes notified via email or platform notice
  • 30-day notice period for material changes
  • Continued use = acceptance of new terms

15.2 Material Changes

  • Increase in commission or fees
  • Reduction in refund rights
  • Changes to suspension/termination policy
  • Significant security/privacy changes

15.3 Your Right to Opt-Out

  • If you disagree with material changes
  • You can delete your account before new terms take effect
  • No refund of KP Coins if account deleted

16. Jurisdiction & Governing Law

16.1 Governing Law

  • These terms governed by laws of Pakistan
  • Disputes resolved in Pakistan arbitration/courts

16.2 Jurisdiction

  • Exclusive Forum: Lahore District Courts
  • Dispute Resolution: Mandatory arbitration first, then court (if necessary)
  • Severability: If any term invalid, others remain in effect

17. Contact Information

For Questions, Disputes, or Support:

📧 Support Email: support@khelpoint.com

18. Severability

If any provision of these terms is found invalid or unenforceable:

  • That provision is severed
  • Remaining terms remain in full effect
  • Courts will interpret terms to maximum enforceable extent

19. Entire Agreement

These Terms & Conditions, along with the Privacy Policy, constitute the entire agreement between you and KhelPoint regarding your use of the Service. No prior agreements, understandings, or representations are valid except as stated here.

20. Acknowledgment

By using KhelPoint, you acknowledge that:

  • ✓ You have read and understood these Terms & Conditions
  • ✓ You agree to be bound by all terms
  • ✓ You will comply with all applicable laws
  • ✓ You understand your rights and limitations
  • ✓ You waive certain legal rights (like jury trial) by arbitration clause

Last Updated: May 11, 2026
Version: 1.0

For archived versions or questions, contact legal@khelpoint.com

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