Venue standards
Reporting a venue, and what happens next
Every venue on Courtogo agrees to honour the bookings it takes, charge what it lists, and keep players safe. When a venue falls short, customers can report it. This page explains how we review reports and the steps we take, up to removing a venue for good.
What every venue must do
- Honour every confirmed booking: be open, have the court free, and let the customer play.
- Keep the listing accurate: photos, courts, amenities, hours, prices and location.
- Charge only the price shown on Courtogo, and never ask a customer to pay around the platform for a Courtogo booking.
- Keep courts and facilities safe to play on.
- Treat customers with respect. No harassment, threats or abuse from owners or staff.
- Be a real venue, run honestly. Taking money for bookings you never meant to honour is fraud.
Reporting a venue
Use Report this venue at the bottom of any venue page. You need to be signed in, and you can have one open report per venue at a time. The venue is never told who reported it.
| What you can report | If upheld |
|---|---|
| Turned away or closed despite a confirmed bookingYou had a confirmed booking and the venue was closed, double-booked, or refused to let you play. | 1 strike |
| Listing doesn't match the venuePhotos, courts, amenities, hours or location are not what the listing shows. | 1 strike |
| Charged more than the listed priceYou were asked to pay more than the price shown on Courtogo, or to pay outside Courtogo. | 1 strike |
| Unsafe courts or facilitiesBroken flooring, exposed wiring, no lighting, or anything else that put players at risk. | 2 strikes |
| Harassment, threats or abusive staffStaff or the owner harassed, threatened or abused you or someone in your group. | 2 strikes |
| Scam or fake venueThe venue does not exist, or took payment for a booking it never meant to honour. | 4 strikes |
| Something elseAnything else that breaks the standards on this page. | 1 strike |
Knowingly false or malicious reports break our terms, and we may restrict the account that sent them.
How reports are reviewed
- A person on the Courtogo team reads every report and checks it against bookings, payments and messages on the platform. A report only counts once it is upheld. Reports alone never take a venue down.
- If 3 or more different customers report the same venue within 30 days, the venue is placed under review and goes to the front of the queue.
- Several reports about the same incident are treated as one. An upheld report adds strikes to the venue. Strikes expire 12 months after they are given.
Strikes and consequences
Consequences follow the number of strikes a venue holds in the last 12 months:
Fraud is enough on its own for termination. Where there is an immediate risk to players, we may deactivate a venue while we investigate, before any strike is given. A venue that picks up another strike after being reinstated is terminated.
Deactivation and termination stop new bookings. Existing bookings at an affected venue are handled under our refund policy.
For venue owners: notices and appeals
We email the venue owner every time a report is upheld, with what was reported, the venue's strike count, and what happens next. To dispute a strike, a deactivation or a termination, email support@courtogo.com within 14 days of the notice. Tell us what happened and what you have changed.