Terms of Service

These Terms explain how RAQET works and the rules for using it. They are written to match what the RAQET app, website and portals actually do. Where a point still needs a decision from RAQET or its lawyers, it is marked clearly rather than guessed.

1. Introduction and acceptance #

RAQET is a padel platform operated by RAQET SPORTS (PRIVATE) LIMITED, a private limited company incorporated in Pakistan (CUIN 0358557), with its registered office in D-12, Islamabad, Islamabad Capital Territory, Pakistan ("RAQET", "we", "us").

These Terms apply when you use the RAQET Player App, this website (raqet.pk), or a RAQET portal for clubs, coaches or organizers (together, "RAQET"). Our Privacy Policy and Refund and Cancellation Policy form part of these Terms.

By creating an account or using RAQET, you agree to these Terms. If you do not agree, please do not use RAQET.

2. Eligibility #

You must be at least 16 years old to create or use a RAQET account.

If you are under the age of legal majority where you live (18 in Pakistan), you may need the permission or consent of a parent or guardian where the law requires it, including before making payments on RAQET.

For legal review The wording for users aged 16 and 17, in particular for paid bookings, coaching and competition entries, is subject to legal review.

Approved change, being built The app does not yet ask for your age. An age confirmation at sign-up is being added.

If you use RAQET for a club, coaching business or organization, you confirm that you are authorised to act for it.

3. Your account #

• Signing in. You sign in with your phone number and a one-time code, and, where offered, with an email one-time code, Google or Apple. Business portals may also use a password. Some features (such as payments, bookings and chat) need a verified phone number.
• Accurate information. Give accurate information and keep it up to date, including your display name, gender (used for men's and women's competitions and rankings) and home city (which decides your city ranking).
• One account per person. Each person may hold one player account. Accounts created to evade a suspension, to hold several identities or to manipulate results may be suspended or closed.
• Keeping it secure. You are responsible for activity on your account and for keeping your devices and sign-in methods secure. You can see and sign out your active sessions in the app. Tell us at support@raqet.pk straight away if you think someone else has accessed your account.

4. What RAQET is #

RAQET connects padel players with independent clubs, coaches and organizers, and adds matches, competitions, rankings and a community on top.

RAQET does not own or operate the clubs, courts or coaching businesses listed on it, and is not the organizer of competitions run by clubs or organizers. We provide the platform: discovery, booking and scheduling tools, payment collection where payments are live, results, rankings, chat and support.

5. Clubs, coaches and organizers #

Clubs, coaches and organizers on RAQET are independent businesses or individuals. They are not RAQET's employees or agents, even when their account has been reviewed or verified by RAQET.

• Business accounts are reviewed by RAQET before they operate publicly. A "verified" badge means RAQET completed its checks at that time; it is not a guarantee of the provider's service.
• Each provider is responsible for the accuracy of what it lists (courts, prices, opening hours, facilities, packages, prize amounts, event rules) and for delivering what it advertises.
• Clubs may sell their own club memberships through RAQET. A player can hold only one active membership relationship at a given club at a time.
• Business terms (subscriptions, commissions and payouts) are agreed separately with each business and are not part of these player-facing Terms.

6. Bookings and matches #

These rules are summarised here and applied by the app, which always shows the rule that applies to a specific booking before you confirm.

• Club approval. A court booking or match you create at a RAQET club is a request until the club approves it.
• Joining and places. An open place can be filled by adding a RAQET player (who pays for their own place), reserved and paid for by the organizer, or left open for any eligible player to request or join. A player who joined a public match themselves can leave it but cannot be removed by another player.
• Who pays what. Each player's share and any RAQET service fee are shown before they pay. The court's price is split according to the booking's method (for example an equal split, or one player covering others).
• Paying on time. An unpaid place can lapse when its payment time runs out, and the place becomes available again.
• The club's cutoff. Each club sets its own cutoff before the start time as part of its setup on RAQET, and the app shows it on the club and on the match. Joining closes at the cutoff, and what happens to your money if you leave or the match is cancelled depends on it. If a match is still incomplete at its cutoff, it is cancelled automatically and payments are refunded, as described in the Refund and Cancellation Policy.
• Leaving and cancelling. You may leave a match at any time before it ends. The cutoff decides the money, never the permission: leaving before the cutoff refunds your payment (the app shows the exact amount before you confirm); leaving after it does not, even if another player later takes your place. If the whole match is later cancelled, the normal cancellation refund applies. A match's organizer may cancel the whole match only while no other RAQET player is on it.
• Price changes. A club cannot change the price of a booking you have already submitted without your explicit acceptance of the new price.
• Player-provided venues. When a match is at a venue RAQET does not book, RAQET does not book, charge for or refund that court. A RAQET service fee may still apply and is shown before you pay.
• Competitive and friendly matches. A competitive (rated) match counts towards rankings and your Padel Score; a friendly match does not. To join a competitive match you must have completed player onboarding and have a Padel Score.

7. Cancellations and refunds #

Cancellations and refunds follow the Refund and Cancellation Policy. In summary:

• Automatic cancellations (for example an incomplete match at the cutoff, or a club declining a request) refund the payments made for that booking.
• Refunds go back to the original payment method where the payment provider allows it. Where they cannot be automated, our team handles them as a manual case. Some refunds may be issued as RAQET Credits where the app offers that choice.
• RAQET Credits are a closed-loop balance that can be used only for eligible match, tournament and coaching payments in RAQET. They cannot be withdrawn as cash.
• We cannot promise how long a bank or wallet provider takes to return a refund.

8. Payments and fees #

• All prices on RAQET are in Pakistani Rupees (PKR).
• RAQET may charge a per-player service fee. It is shown separately from the court price before you pay, and itemised on your receipt.
• Payments are processed by third-party payment providers. The payment methods available are shown at checkout; not every method may be available at every time or for every payment. Online payments are not live yet; the available payment methods will be named here when they are.
• RAQET does not receive or store your full card number, card security code or online-banking credentials. These go directly to the payment provider.
• A payment that is started but not completed expires, and whatever it was holding (such as a place or a session slot) is released.

9. RAQET+ #

RAQET+ is an optional membership for players.

• What it includes is described in the app before you join, and currently covers: no RAQET player service fee on eligible matches, earlier placement of matches you host in Find a Match (who can join and all ratings stay the same), smart match alerts, priority court-availability alerts, performance insights, access to members-only competitions when an organizer runs one, and the RAQET+ ring and badge.
• What it never does. RAQET+ never changes ranking points (RP), Padel Score, ranking order, qualification, match eligibility or any competitive result. Rankings are earned on court.
• Price, billing and cancellation. RAQET+ is not on sale yet. Its price, billing period and renewal terms will be shown before you buy. If you cancel, your benefits continue until the end of the period you have paid for, and it does not renew. RAQET may also give complimentary memberships.
• A waived service fee is not refundable as cash or credit, because refunds come only from what was actually charged.

10. Scores and results #

• Entering a result. After a completed match, every participant has 12 hours from the end of the match to enter or review the result. One player's entry is a proposal; the others are notified. A result first entered after those 12 hours can still be submitted, and gets its own 12-hour review.
• Becoming final. A proposed result becomes final when every other participant confirms it, or automatically when its 12-hour review ends with no dispute.
• Disputes. If another participant enters a different result within the window, the result is disputed. RAQET does not choose between the versions, and no ranking points or Padel Score change until it is settled.
• Corrections. Final results are never edited in place. A player can request a correction; the other players are asked, and only an authorised RAQET administrator can apply it, through an audited process that keeps the original visible.
• Integrity. Entering false scores, colluding on results or repeatedly filing disputes in bad faith may lead to result reversal, loss of ranking points, and suspension.

11. Rankings and seasons #

RAQET keeps several separate measures. They are never mixed:

• Padel Score is your skill level on a 0.00–7.00 scale with a reliability percentage. It starts from your onboarding self-assessment, moves only with eligible confirmed competitive results, and never resets. Anonymous skill evaluations from other players are a quality signal and never change it directly.
• Seasonal Ranking Points (RP) decide your place in the Season tables. RP change only from confirmed rated results. At the end of a season, RP move part of the way back towards the starting value rather than resetting to zero.
• Lifetime Prestige recognises your career on RAQET and does not reset.
• Reputation reflects reliability and conduct (such as no-shows and post-match sportsmanship and punctuality ratings). It never affects RP or Padel Score.

Season qualification and Finale rules are published in the app and on the Season page when they apply. RAQET may reverse a ranking entry after proven error or abuse; a reversal is recorded as its own entry, never a silent deletion.

RAQET+ never affects RP, Padel Score, ranking order, Top 8 or Finale qualification, or any match or competition result.

A deleted account takes no part in current Season tables or qualification. Completed results stay in the record without the player's identity. Approved change, being built Removing deleted accounts from current Season tables and qualification is being built. Until it is released, a deleted account can still appear in a current table as "Deleted User".

12. Tournaments and competitions #

• Registration. Entry requirements, format, schedule, entry fee and prizes are set by the club or organizer and shown before you register. Rated competitions require a completed onboarding and Padel Score.
• Organizer responsibility. The club or organizer runs the event and is responsible for its schedule, venue and advertised prizes. RAQET reviews every prize competition before it goes live.
• Prize pools. Once players have paid to enter, a prize pool cannot be reduced unless every entered player agrees, or the event is cancelled with full refunds.
• Automatic results. Standings, final rankings, points, tie-breaks and the winner are calculated automatically from recorded results. Organizers may change scheduling (courts, times, partners, byes, walkovers) but never override the competitive outcome.
• Withdrawing. You may withdraw an entry at any time before the event finishes. Today, a paid entry fee is refunded when you withdraw. If the event is cancelled, entry fees are refunded in full.
• Withdrawal cutoff. Approved change, being built Every paid competition will have a withdrawal cutoff set by the organizer before paid registration opens, and shown to you before you register and pay. Withdraw before it and your entry fee is refunded in full; withdraw after it and there is no refund for withdrawing, unless the event is cancelled or another published rule applies.
• Disputes about a competition result follow the result rules above and the event's published rules.

13. Coaching #

• Coaches publish their own packages, prices and availability, and are responsible for the sessions they deliver.
• You can book a session through the app. A confirmed session can be cancelled free of charge more than 6 hours before it starts, and the payment is refunded (or the session returned to your package).
• Within 6 hours of the start, a session cannot be cancelled in the app; you can talk to your coach in the session chat or contact RAQET. Approved change, being built Inside the 6 hours you will be able to request a cancellation with a full refund, or a new time, and your coach can approve it. An approved new time moves the same booking, with no second payment.
• If your coach cannot attend, they can propose another time. Nothing moves unless you accept; if you decline, the session stays or the coach cancels it. A coach can never move your booking without your agreement.
• If the coach or the club cancels, you are refunded in full. Approved change, being built When a coach cancels, you will be offered the choice of a full refund or a new time you both agree.
• Reviews of coaches must be honest and based on a real session.

14. Community, chat and your content #

RAQET includes chat (match, club, event and direct conversations), profiles, follows and support conversations.

• Your phone number is never shown to other players through chat.
• You can block another player to stop new direct messages between you, and report a player, club, message or conversation for review.
• RAQET may review reported content, remove content, restrict chat, and suspend or close accounts that break these Terms.
• Support conversations may first be answered by RAQET AI, an automated assistant. It explains rules and your own account facts, can hand over to our team, and cannot take actions such as refunds, bans or score changes.

15. Prohibited conduct #

You must not:

• enter false scores, manipulate rankings, Padel Score, reputation or reviews, or coordinate false ratings;
• impersonate another person or business, or use another person's identity, CNIC or payment method without permission;
• harass, threaten, abuse or discriminate against anyone, or share unlawful, sexual or violent content;
• commit fraud, including chargeback abuse or using unauthorised payment methods;
• arrange a booking, coaching session or competition entry found through RAQET outside RAQET in order to avoid RAQET's applicable fees;
• access another account, probe, scrape or interfere with RAQET's systems, or bypass rate limits or security controls;
• create a new account to get around a suspension; or
• use RAQET for anything unlawful.

16. Intellectual property #

The RAQET name, logos, app, website, portals and the content we create belong to RAQET or our licensors. You may not copy or reuse them without permission.

You keep ownership of the content you post (such as your profile, photos, messages and reviews). You give RAQET a non-exclusive licence to host, store, display and share that content only as needed to run RAQET (for example, showing your display name and results to the players in your match).

17. Third-party services #

RAQET relies on third parties, including clubs, coaches and organizers; payment providers; sign-in providers (Google and Apple); SMS, email and push-notification providers; map providers; and hosting and storage providers. Their own terms may apply to your use of their services. RAQET is not responsible for the services those third parties provide independently of RAQET.

18. Physical activity #

Padel is a physical sport played at third-party venues. Play within your ability, follow each venue's safety rules and the instructions of its staff, and use appropriate equipment. Clubs are responsible for their facilities.

For legal review The wording of this section, including any assumption-of-risk language, is for legal review.

19. Service availability and changes #

We work to keep RAQET available, but it may be interrupted for maintenance, updates or reasons outside our control, and we do not guarantee uninterrupted service. We may change, add or remove features as RAQET develops. We will tell you in advance about changes that materially affect bookings or payments you have already made.

20. Suspension and termination #

We may restrict, suspend or close an account for breaking these Terms, fraud or suspected fraud, security reasons, abuse of other users, or where the law requires it. Where appropriate and lawful, we will tell you why and how to contact us about it. You may stop using RAQET and delete your account at any time.

21. Account deletion #

You can delete your account in the app, or ask us to delete it from the account deletion page without using the app. Deletion is permanent and cannot be undone. Your personal details are erased and your past activity is shown as "Deleted User"; some records are kept without your identity, and, today, any unused RAQET Credits are forfeited. Pending decision How unused RAQET Credits are treated when an account is deleted is awaiting an owner and legal decision. The account deletion page and our Privacy Policy explain exactly what is erased and what is kept.

22. Disclaimers #

RAQET provides the platform and tools described in these Terms. Information that clubs, coaches and organizers publish is their responsibility. Nothing in these Terms limits any rights you have that cannot be limited by law.

For legal review Warranty and disclaimer wording is for legal review.

23. Limitation of liability #

For legal review Any limitation or cap on RAQET's liability will be set only after legal review, taking into account real-money payments and physical activity. No cap applies until then.

24. Governing law and disputes #

These Terms are governed by the laws of Pakistan. If you have a complaint, please contact us first at legal@raqet.pk so we can try to resolve it. If a dispute cannot be resolved that way, it will be decided by the courts of competent jurisdiction in Islamabad, Pakistan. There is no mandatory arbitration.

Nothing in these Terms takes away rights you have under laws that cannot be excluded.

For legal review The final governing-law and jurisdiction wording, and how it applies to users outside Pakistan, is subject to legal review.

25. Changes to these Terms #

We will post changes on this page with a new date. For material changes we will tell you in the app or by email before they take effect. If you keep using RAQET after a change takes effect, the updated Terms apply.

26. Contact #

• Legal questions and notices: legal@raqet.pk
• Help with your account, a match or a booking: support@raqet.pk
• Payments and refunds: payments@raqet.pk

You can also use the contact form.