Merchant Agreement
Version 2026-10-04, which is the date this agreement took effect. It applies from the day your business accepts it.
1. Who this is between
IslandPlay is a booking service operated from Trinidad and Tobago. In this agreement "IslandPlay", "we" and "us" mean the operator of that service, and you can reach us at [email protected].
"You" means the venue, club, coach or other business selling through IslandPlay, and the person accepting this agreement confirms they are authorised to accept it for that business.
This agreement is in addition to the Terms of Service, which apply to everybody using IslandPlay, and to the Privacy Policy. Where this agreement and the Terms of Service say different things about a business, this agreement is what applies.
2. What IslandPlay does
We give you software to list what you sell — court time, a pitch, a class, a coaching session, a pass — with your own prices, opening hours and rules. Customers find it, book it and pay for it through us. We hold the money until the session has happened, and then pay it to you.
You provide the session, not us. We do not own, run, staff, inspect or supervise any venue. Whether the pitch is playable, the coach turns up and the equipment is safe are yours.
We are the merchant of record. The payment is taken by us through our payment processor, the customer's card statement shows us rather than your name, a refund goes out from us, and a payment disputed with a customer's bank lands on us first. Several sections below are about what happens next when it does, and they read the way they do because of this.
3. Setting your business up
You give us your registered business name, a contact, your venues, what is played at each, your courts and prices, your opening hours and the bank account your money should go to. It has to be accurate, and you have to keep it that way — tell us when it changes.
We may ask for more before or after you go live — identification, company documents, proof of the bank account — where our bank or our payment processor needs it. If we have asked and not received it, we may hold payouts until we have.
We set your business up from what you give us. You check it in the portal, and nothing is on sale until it is published. What is published is what customers can buy, at the price shown.
4. Your prices and our fee
Our fee is 8% of your price plus $3.00 on every booking taken through IslandPlay. There is nothing to join, no monthly charge and no setup fee.
- Card processing is included. The payment processor's charge comes out of our 8% and is never billed to you separately.
- The $3.00 is per booking, not per hour. Two hours straight is one booking and one $3.00.
- The smallest sale is $20.00 on your price. Anything below that cannot be paid for online — bundle it into a booking, or take it at the counter, which does not involve us at all.
How the fee reaches the customer
You choose one of two arrangements. It applies to your whole business, and you can change it later, but a change never applies to bookings already taken.
- Taken out of your listed price. The customer pays the price you listed and we take our fee out of it. Your advertised price is the price. Under this arrangement your prices must be whole multiples of $5.00, because what the customer pays is your number and we will not quietly charge something other than it.
- Added on top. You set the amount you must receive, and the customer's total is that amount plus our fee, rounded up to the nearest $5.00. You keep your full price; your online prices read higher than your walk-in prices.
The rate in force for your business is always shown in your portal under Money. We will tell you in writing before it changes, and a change does not touch bookings already taken.
5. How you get paid
We run payouts weekly. Each run pays what you have earned into the bank account you have given us, in Trinidad and Tobago dollars.
What gets paid is what has happened and been marked. A session is payable once it has taken place and somebody has recorded the outcome — played, or a no-show, which is equally an answer. Sessions nobody has answered for are not paid out. Marking attendance is what releases your money, and it is the one piece of the work only you can do.
You can ask for a payout before the weekly run and we will make one where we reasonably can. An early payout can only pay what is already ready: it does not bring forward a session that has not happened or has not been marked.
Your portal shows what is coming and what is ready as two separate figures, so money still tied to a future session is never confused with money waiting to be sent.
Bank charges on the transfer, if there are any, are yours. A business with no bank details on file is skipped in every payout run until it has some — the money is not lost, it simply waits.
6. The reserve
We may hold back a percentage of each payout against payments that could still be disputed, and release it on a rolling basis once the window in which a card payment can be disputed has closed — 90 days. It is your money, held rather than paid, and it is shown to you separately.
The reserve is zero unless we have told you in writing that it is not. It exists for the case where a business stops trading with disputes still open, and it is not applied to a business as a matter of course.
7. Cancellations and refunds
If the customer cancels
The customer may cancel more than 24 hours before the session starts and be refunded the price of the session. Our service fee is not returned to them: it is what paid the card processor, which keeps its charge whether the session happens or not. Within 24 hours the booking is not refundable. That rule is the same at every business on IslandPlay and neither you nor we can lengthen or shorten it.
A customer cancelling costs you nothing. Our fee stays with us and covers what it has already paid out.
If you cancel
If you call off a customer's session, they are refunded in full — their price and our service fee both, whatever the 24-hour rule would otherwise say.
The card processor does not return its charge on the original payment when that payment is reversed, and it charges again to send the refund out. Both of those come off your balance, because it was your cancellation that caused them. They are shown to you at the moment you cancel, listed in your portal, and deducted from your next payout. If you have no payout pending they are recorded as owed and taken from the next one.
8. When we can refund without asking you
Refunds are normally yours to decide within the rules above. We may refund a booking without your agreement where:
- the payment appears to be fraudulent, or the order is a duplicate;
- the session was materially not what it was described to be, or did not happen at all;
- a refund is required by law; or
- refusing would lead to a payment dispute we judge we would lose, in which case refunding costs both of us less than fighting it.
We tell you when we do this and why. Where the reason for the refund is something on your side, section 7 applies to it as though you had cancelled.
9. Chargebacks
If a customer disputes a payment with their bank, the amount and the bank's fee are taken back from us. Where the dispute is about the session — it did not happen, it was not as described — that amount comes off your balance.
We will tell you when one arrives and you can send us whatever you have to contest it. We will put a reasonable case for you, and we are not obliged to contest one we judge we would lose.
10. What you agree to do
- Keep availability accurate. What your calendar says is bookable is what customers can buy. A slot you have committed elsewhere must not be sellable here.
- Honour what is booked. A confirmed booking is a booking. If you have to call one off, do it in the portal so the customer is told and refunded properly.
- Record attendance. Marking a session played — or marking it a no-show — is what releases the money to you.
- Describe it honestly. What a customer reads before booking should be what they find when they arrive.
- Keep your bank details current. Payouts go where those say.
- Have the right to sell it. You own or control the venues you list, and you hold whatever licences, insurance and consents your operation needs. We do not check this.
- Tell us early. If something is going to stop you honouring bookings already taken — a closure, a flood, a sale of the business — tell us as soon as you know.
11. Your name and your pictures
You give us permission to show your business name, logo, photographs and venue details on IslandPlay and in reasonable promotion of it, for as long as you are selling through us. You confirm you have the right to give that permission for everything you send us — photographs in particular.
We may decline to show, or stop showing, anything. You can ask us to remove something and we will.
12. Customer information
A booking gives you what you need to provide the session — who is coming, when, and how to reach them about that booking. It is not a marketing list. Do not use it to market to somebody who has not asked you to, and do not pass it on.
How IslandPlay handles personal information, and for how long, is set out in the Privacy Policy. What you do with what you receive is yours to answer for.
13. Tax
What tax you owe on what you sell is yours to work out and pay. We do not give tax advice and we do not withhold tax from your payouts. Your portal keeps the record — every booking, every fee and every payout, under Revenue and Money — and you can take it out whenever you need it.
14. Money you owe us
Where this agreement leaves an amount owing to us — the processor's charges on a cancellation you made, a chargeback, a refund we made on your behalf — it comes off your balance and out of your next payout. If you have no payout pending it is recorded as owed and taken from the next one.
We do not charge interest on it and we do not add collection costs. If a balance owed cannot be recovered from payouts because you have stopped selling, we will invoice you for it.
15. Liability
We provide the software. We do not provide the sessions, and we are not responsible for what happens at your venue — injury, loss, damage, or a session that was not what a customer expected. Those are between you and the customer.
We try to keep IslandPlay running and we do not promise it will never be unavailable. Where we are liable to you for something that is our doing, our liability is limited to the total fees you have paid us in the twelve months before the claim.
Nothing here limits any liability that cannot lawfully be limited, including for death or personal injury caused by negligence, or for fraud.
16. Suspension and leaving
You can stop using IslandPlay at any time. Tell us, and we will suspend your listing and either honour the bookings already taken or cancel them with full refunds, whichever you choose. Suspending a business takes its booking page offline immediately, so nothing new can be sold while that runs.
We can suspend a business that will not honour bookings, misrepresents what it is selling, or does not pay what it owes. Money already earned is still paid out; money owed to us is still owed.
Nothing is deleted when a business leaves. Bookings, the ledger and the audit record stay, for the reasons given in the Privacy Policy.
17. Changes to this agreement
We may change this agreement. The version and date at the top of this page is what is current, and we record which version your business accepted. For a change that materially affects you — any change to your rate included — we will give notice by email before it takes effect. Continuing to sell through IslandPlay after that is acceptance of the change.
18. Law and disputes
This agreement is governed by the laws of Trinidad and Tobago, and the courts of Trinidad and Tobago have jurisdiction.
If a complaint is about a session — what happened at the venue, what was provided — it is between you and the customer. If it is about a payment, a payout or the software, raise it with us.
19. Contact and notices
Notice to you goes to the contact email address on your business's account, which is another reason to keep it current. Notice sent that way is treated as received the day it is sent. Email is the only way we reach you — IslandPlay sends no SMS and makes no calls.
20. General
If any part of this agreement turns out to be unenforceable, the rest of it still stands. If we do not enforce something straight away, that does not mean we have given it up.
We may transfer this agreement to somebody else if IslandPlay is sold or reorganised, and we will tell you if that happens. You may not transfer it without our written agreement — if your business is sold, talk to us first.
This agreement, the Terms of Service and the Privacy Policy are the whole of what is agreed between us.
Neither of us is responsible for failing to do something because of events outside our reasonable control — weather, flood, power and network failure, industrial action, civil unrest, or an act of government.
We are independent of each other. Nothing here makes either of us the other's partner, employee or agent, beyond our collecting payment for you as described in section 2.