Return, Refund & Cancellation Policy

The Sports Xpress

At The Sports Xpress, we want our policies to be fair, clear, and easy to understand. Whether you're purchasing equipment, booking our facility, or registering for a program, please review the following policies before completing your purchase or reservation.

Our facility spaces, programs, and events require advance scheduling, staffing, and preparation. These policies help us manage bookings fairly and ensure our spaces remain available for everyone.

1. Retail Purchases (In-Store & Online)

30-Day Return Policy

Most regular-priced retail items may be returned within 30 days of purchase, provided they meet the following conditions:

• Items must be unused, unworn, and in their original condition.

• Original tags and packaging must be included, where applicable.

• A receipt or proof of purchase is required.

• Items must be returned within 30 days of the original purchase date.

Non-Returnable Items

The following items are considered final sale and cannot be returned or exchanged for change of mind:

• Custom or personalized products, including team apparel and equipment.

• Special-order items brought in specifically for a customer.

• Personal protective or hygiene-related products, including mouthguards, jocks, and jills.

• Gift cards.

• Clearance or final-sale merchandise.

• Items showing signs of use, wear, or damage after purchase.

These exclusions do not affect any rights customers may have under applicable consumer protection laws.

Exchanges

Exchanges are subject to product availability and the same eligibility requirements as returns.

If the requested replacement is unavailable, an eligible item may be returned for a refund in accordance with this policy.

Custom Orders & Team Apparel

Custom apparel, personalized equipment, team uniforms, and special orders are considered final sale once production or ordering has begun.

Deposits & Payment

• A minimum 50% deposit is required before any custom order or production can begin.

• The remaining balance must be paid in full before the completed order is released, shipped, or picked up.

• Orders will not be submitted to production until the required deposit and any necessary design approvals have been received.

• Larger or specialty orders may require full payment upfront.

Design Approval & Customer Responsibility

• Customers are responsible for carefully reviewing and approving all order details, including sizing, quantities, spelling, names, numbers, colours, logos, and artwork before production begins.

• Once a design or order has been approved and submitted for production, changes may not be possible.

• Any requested changes after approval may result in additional charges or production delays.

• The Sports Xpress is not responsible for errors in details that were provided or approved by the customer, except where otherwise required by law.

Cancellations & Refunds

• Custom orders cannot be cancelled or refunded once production or ordering has begun, except where required by law.

• Deposits become non-refundable once the order has been submitted to the supplier or production has begun.

• Cancellation requests made before production begins will be reviewed, and any costs already incurred may be deducted from the refund where permitted by law and disclosed before purchase.

• Custom orders are not eligible for returns or exchanges due to incorrect sizing, change of mind, or customer-approved design details.

Production Times & Delivery

• Estimated production and delivery timelines will be provided whenever possible.

• Production timelines may vary depending on supplier availability, order size, customization requirements, and shipping.

• Any significant delays will be communicated to the customer as soon as reasonably possible.

Errors & Defective Products

If an order arrives with a manufacturing defect or an error made by The Sports Xpress or one of our suppliers, please contact us as soon as possible.

We will review the issue and arrange an appropriate resolution, which may include a correction, replacement, or refund.

Nothing in this policy limits any rights or remedies available under applicable consumer protection laws.

Defective Products & Manufacturer Warranties

If you believe a product is defective, please contact us with your proof of purchase and photos of the issue.

Some products are covered by manufacturer warranties, and warranty claims may need to be reviewed or approved by the manufacturer.

Normal wear and tear, accidental damage, and improper use are generally not covered by manufacturer warranties.

Nothing in this policy limits any rights or remedies available under applicable law.

Online Returns & Return Shipping

Please contact info@thesportsxpress.com before shipping a return.

Approved returns may be sent to:

The Sports Xpress
145 Oakland Road
Oak Bluff, MB R0G 1N0
Canada

Customers are responsible for return shipping costs for change-of-mind returns. We recommend using a tracked shipping service.

Shipping charges are generally non-refundable unless otherwise required by law or the return is due to an error by The Sports Xpress.

Refund Processing & Original Payment Method

Approved refunds will be issued to the original payment method whenever possible.

• In-Store Debit & Credit Card Purchases: Customers must present the original payment card used for the purchase when requesting an in-store refund.

• Interac Debit Purchases: The original debit card must be present to process a refund back to that card.

• No Cash Refunds for Card Purchases: Purchases made using a debit or credit card cannot be refunded in cash.

• Gift Card Option: If the original payment card is unavailable, eligible returns may be refunded onto a The Sports Xpress gift card for the exact approved refund amount.

• Cash Purchases: Eligible cash purchases may be refunded in cash with proof of purchase.

Refunds processed back to a payment card may take several business days to appear, depending on the customer's financial institution.

All refunds are subject to the eligibility requirements outlined in our Return & Refund Policy and applicable consumer protection laws.

2. Individual Facility Rentals

Applies to individual Pickleball Court, Turf, and other standard hourly facility bookings that are not part of a private event or recurring rental agreement.

Cancellation Policy

48 Hours or More Before Your Booking

• Eligible for a full refund or rescheduling.

• Rescheduling is subject to availability.

24 to 48 Hours Before Your Booking

• No monetary refunds.

• Eligible for a facility booking credit or rescheduling, subject to availability.

Less Than 24 Hours Before Your Booking

• No refund.

• No facility credit.

• No rescheduling.

Late Arrivals & No-Shows

Customers are responsible for arriving on time for their scheduled booking.

Late arrivals do not extend the original booking time, and unused time will not be refunded or credited.

Failure to attend without notice is considered a no-show and is not eligible for a refund, credit, or rescheduling.

3. Birthday Parties, Private Events & Exclusive Facility Rentals

Applies to birthday parties, private celebrations, corporate events, full-facility rentals, and other bookings requiring dedicated event space, preparation, or staffing.

Booking Deposits & Payment

• A $85 deposit is required to confirm and reserve a private event booking.

• Deposits are non-refundable for customer-initiated cancellations, except where required by law.

• The remaining balance must be paid no later than 7 days before the scheduled event.

• Bookings made within 7 days of the event require full payment at the time of confirmation.

• Failure to pay the remaining balance by the deadline may result in cancellation of the reservation.

Event Cancellation Policy

More Than 7 Days Before Your Event

• Eligible for a refund of payments made, excluding the $85 non-refundable deposit and any disclosed, non-recoverable third-party charges.

72 Hours to 7 Days Before Your Event

• No monetary refunds.

• Eligible for a facility booking credit for amounts paid, excluding the non-refundable deposit and any disclosed, non-recoverable third-party charges.

Less Than 72 Hours Before Your Event

• No refund.

• No credit.

• No rescheduling.

Rescheduling Private Events

We understand that plans sometimes change.

• One reschedule may be requested at least 72 hours before the original event date.

• A $75 rescheduling fee applies.

• All rescheduling requests are subject to availability.

• Additional charges may apply if the new booking requires different spaces, services, or staffing.

• Previously incurred third-party charges may still apply.

• A booking that has already been rescheduled is not eligible for additional voluntary cancellation refunds, credits, or rescheduling, except where required by law.

4. Recurring Rentals, Team Bookings & Multi-Date Reservations

Applies to teams, organizations, instructors, and groups reserving multiple dates or recurring facility time.

Recurring rentals often involve reserving space weeks or months in advance, preventing those dates and times from being offered to other customers.

Booking Confirmation & Payment

• Recurring reservations must be confirmed and paid according to the payment schedule outlined in the booking agreement or invoice.

• Unless otherwise agreed in writing, full payment is required at least 7 days before the first scheduled booking.

• Reservations may be released or cancelled if payment is not received by the agreed deadline.

• Discounted rates are based on the total number of hours or dates reserved and any applicable prepayment requirements.

Cancellations & Unused Sessions

• Once a recurring booking block has been confirmed and paid, individual missed or unused sessions are not automatically eligible for refunds or credits.

• Requests to cancel or modify reserved dates must be submitted in writing.

• Changes are subject to availability and approval by The Sports Xpress.

• Approved changes may affect the original discounted rental rate.

• If the number of reserved hours falls below the minimum required for a discount, the booking may be recalculated at the applicable rate.

Early Termination of a Booking Block

Requests to cancel an entire recurring rental agreement will be reviewed based on the booking terms, notice provided, and any commitments already made.

Any approved refund or credit may be adjusted to account for sessions already used, applicable rental rates, and disclosed non-recoverable costs.

Separate written rental agreements take precedence over the general cancellation timelines in this section, subject to applicable law.

5. Programs, Camps, Clinics & Leagues

Applies to programs organized or operated by The Sports Xpress, including youth programs, instructional sessions, camps, clinics, and recreational leagues.

Registration & Payment

Registration is confirmed once the required payment has been received.

Program spaces may be limited, and registering reserves a spot that may otherwise be unavailable to another participant.

Participant Withdrawals

7 Days or More Before the Program Begins

• Eligible for a refund, less any clearly disclosed non-refundable registration or administrative fees.

Less Than 7 Days Before the Program Begins

• No monetary refund.

• A program credit may be considered at the discretion of The Sports Xpress.

After the Program Has Started

• No refunds or credits for voluntary withdrawals, missed classes, or unused sessions.

Missed Classes & Absences

Participants are responsible for attending their scheduled sessions.

Missed classes due to personal scheduling conflicts, vacations, or other voluntary absences are not eligible for refunds or make-up sessions.

Make-up opportunities may be offered where space and scheduling permit but are not guaranteed.

Medical or Exceptional Circumstances

We understand that unexpected circumstances can arise.

Requests involving significant illness, injury, or other exceptional circumstances may be reviewed individually. Supporting documentation may be requested where reasonably necessary.

Any accommodation will be determined based on the circumstances and applicable legal requirements.

Program Changes or Cancellations

The Sports Xpress reserves the right to make reasonable changes to program schedules, instructors, or locations when necessary.

If we cancel a program before it begins, participants will be offered a full refund or the option to transfer to another available program.

If we cancel a session and cannot provide a suitable replacement, participants will be offered an appropriate refund or credit for the affected session.

6. Third-Party Activities & Hosted Experiences

Some events and parties include activities provided by independent partners, instructors, or outside organizations.

Examples may include hosted sports activities, engineering workshops, Nerf battles, and other specialty experiences.

• Third-party experiences are subject to provider availability.

• Additional deposits or advance payment requirements may apply.

• Third-party fees that have already been committed or paid may be non-refundable if clearly disclosed before booking.

• Cancellation or rescheduling requests involving third-party providers must be coordinated through The Sports Xpress when booked as part of one of our event packages.

• Any additional charges or cancellation conditions will be communicated during the booking process.

If a third-party provider cancels or is unable to deliver the agreed service, we will work with the customer to arrange a suitable alternative or provide an appropriate refund for the unavailable service.

7. Facility Credits & Rescheduling

Unless otherwise specified:

• Facility booking credits may be used toward eligible future facility rentals or events.

• Facility booking credits are not automatically redeemable for retail merchandise, programs, or cash.

• Credits are non-transferable unless approved by The Sports Xpress.

• All rescheduling requests must be made within the applicable cancellation window.

• New booking dates are subject to availability.

• Any price difference for a new booking must be paid by the customer.

8. Cancellations by The Sports Xpress

Although we make every effort to honour confirmed bookings and programs, there may be circumstances where cancellations are necessary.

These may include facility maintenance, unsafe conditions, equipment failure, staffing issues, or other circumstances beyond our reasonable control.

If The Sports Xpress cancels a booking or service and cannot provide it as agreed, customers will be offered an appropriate refund or the option to reschedule.

Customers will not be charged a rescheduling fee when a change is required by The Sports Xpress.

9. Weather & Unforeseen Circumstances

Our facility operates indoors, and bookings generally proceed during normal seasonal weather conditions.

Customers are responsible for planning travel accordingly.

If severe weather or other circumstances make the facility unsafe or require us to close, we will contact affected customers as soon as reasonably possible to arrange an appropriate resolution.

Customer-requested cancellations due to weather remain subject to the applicable booking policy unless otherwise required by law or approved by The Sports Xpress.

10. General Terms

• All cancellation and rescheduling requests must be submitted to info@thesportsxpress.com.

• Cancellation notice is measured from the scheduled start time of the booking or event.

• Refund eligibility is determined by the applicable policy and the time the cancellation request is received.

• Any exceptions or special arrangements must be confirmed in writing.

• Additional terms may apply to specific programs, events, rentals, or custom orders and will be communicated before purchase or booking.

• Nothing in this policy limits or excludes consumer rights and remedies provided under applicable Manitoba or Canadian law.

11. Contact Us

If you have questions about a purchase, booking, cancellation, or refund, please contact us.

The Sports Xpress
145 Oakland Road
Oak Bluff, Manitoba R0G 1N0
Phone: 204-582-9274
Email: info@thesportsxpress.com

We're happy to help clarify our policies before you make a purchase or reservation.