Reservations & Refunds Policy

• Cancel 48 hours or more before your session starts: a full refund to your card, including tax.
• Cancel within 48 hours of the start: what you paid becomes Sparrow & Palm credit toward another session.
• Group Lesson Course classes are never refunded or turned into credit — cancel a class 48 hours or more ahead and you make it up instead.
• You can cancel online in My Account any time before your session begins.

• Open Play: $20 per person for non-members. A member's own Open Play seat is included in their membership.
• Social Mahj and Mahj Brunch: $50 per person, food included.
• Group Lesson Course (101, 102 and 103): $150 for the complete three-class course.
• Private Mahjong 101: $75 per lesson, arranged directly with the clubhouse.

Florida sales tax of 6.5% is added to every price, and the total is shown before you pay.

Online booking opens a set number of days before each session:

• Open Play: 14 days ahead for Annual, Seasonal and Monthly members; 10 days ahead for everyone else.
• Social Mahj and Mahj Brunch: 30 days ahead for Annual, Seasonal and Monthly members; 14 days ahead for everyone else. For some dates we announce a specific release time instead, and that time applies.
• Group Lesson Courses: on sale to everyone as soon as a course is published, until it begins.
• Special events: bookable when published, or from the release time we announce.

Online booking closes when the session starts. After that, Open Play walk-ins are welcome at the front desk while seats remain.

A reservation is for up to four people — one table.

Open Play tables are arranged by level — Beginner, Intermediate and Advanced — so everyone enjoys a game at a comfortable pace. When you book, you choose one level for your party, and you are seated at that level's tables. If that level is full, it is full; we do not move parties to another level's tables, but you are welcome to join the waitlist.

Payment is due when you book online. When you start checkout, your seats are held for 20 minutes while you pay. If payment is not completed in that time, the hold ends and the seats are released for others.

Your reservation is confirmed once Square confirms your payment. If a reservation payment arrives after your hold has ended and the seats have gone, it is refunded to your card automatically; for a Group Lesson Course, our team refunds it.

Any Sparrow & Palm credit you have is applied automatically to online reservations before your card is charged.

At the door, walk-ins pay by card or cash at the front desk. Credit cannot be used, and refunds are not given, at the door — please contact us instead.

The easiest way to cancel is in My Account. You can cancel online at any time until your session starts; after that, please call us.

Timing is measured from the session's scheduled start time, in clubhouse (Eastern) time.

48 hours or more before the start:

• the amount charged to your card — including tax — is refunded to that card;
• any Sparrow & Palm credit you used goes back into your account as credit.

Within 48 hours of the start:

• the amount charged to your card — including tax — is added to your account as Sparrow & Palm credit (no card refund; see “Sparrow & Palm credit” below);
• any Sparrow & Palm credit you used goes back into your account as credit.

Card refunds are sent through Square straight away. How quickly they appear on your statement depends on your card issuer.

If your plans change, please cancel at least 24 hours ahead whenever you can — it gives another player the chance to take your seat.

Sparrow & Palm credit is issued automatically when you cancel a paid online reservation within 48 hours of its start. The credit equals the amount charged to your card for that reservation, including tax. Our team can also add credit for you — for example, if we cancel a session and you choose credit instead of a refund.

• Credit can be used only toward session reservations made online — Open Play, Social Mahj, Mahj Brunch and events. It cannot be used for memberships or Group Lesson Courses, or at the front desk.
• Credit is applied automatically at checkout, oldest credit first. You can combine credits and use part of a credit.
• Credit belongs to the account it was issued to and cannot be transferred.
• Credit has no cash value and is not paid out in cash or to a card, except where the law requires otherwise.
• Each credit expires 12 months after the date it was issued. If credit you applied to a booking comes back to you — for example, because you cancel that booking or its payment is not completed — it keeps its original expiry date; it does not start a new 12 months.
• You can see your balance and each credit's expiry date in My Account.

If your credit has expired or is about to, or your balance doesn't look right, contact us — we review every request and will honour credit where required by law.

Sparrow & Palm credit relates to reservations only. It is not a gift card or gift certificate — we don't currently sell either — and merchandise returns are never added to your account as credit.

A Group Lesson Course is three classes — 101, 102 and 103 — one a week for three consecutive weeks, at the same day and time. You always start with a 101.

• All three seats are held when you buy, for 20 minutes while you pay. Your course is confirmed once Square confirms the $150 payment, plus tax.
• A course is for one person — you, or the person you name as a gift recipient — for all three classes. It cannot be shared or split.
• Cancel a 102 or 103 at least 48 hours ahead: the rest of your course stays booked, and you make that class up at a later session of the same class in the same course (Beginner or Strategy).
• Cancel the 101 at least 48 hours ahead: your whole course moves to the next complete course in the same weekly time slot with a seat in all three weeks. If there isn't one, nothing is cancelled — we'll show you other courses to choose from, or you can call us.
• Cancel a class within 48 hours of its start: that class is forfeited.
• Course classes are never refunded as money and never turned into account credit.

Private lessons are arranged with the clubhouse by phone or email rather than booked online.

Need to change your lesson? Let us know at least 48 hours before it starts and we'll reschedule it or refund what you paid, including tax — your choice. Within 48 hours of the start, the lesson fee is not refunded, but if you contact us before the lesson begins you can reschedule it once. If we need to cancel your lesson, you can reschedule or receive a full refund, including tax.

Member guest passes are applied automatically when a member books Open Play for guests. If the reservation is cancelled — at any time — or its payment hold ends, the guest passes go back to the member. A guest pass is never paid out as a refund or credit.

The same is true of a Mahjong Mixer complimentary Open Play pass: if you cancel the reservation it was used for, you get the same pass back. The pass itself is never refunded or turned into credit; anything you paid on top of it follows the 48-hour rule above.

If a session or level is full, you can join the waitlist. If a seat opens up, our team may offer it to the next party on the list by email. An offer is held for a limited time — the offer will say how long — and the seat is yours once you claim it and complete payment. A waitlist place does not guarantee a seat.

If we have to change or cancel a session, we'll let you know as soon as we can, using the details on your booking.

If we cancel a session, you will receive:

• a full refund to your card of anything you paid by card, including tax;
• any Sparrow & Palm credit you used, returned to your account; and
• any member guest passes or Mahjong Mixer pass you used, returned.

If you'd prefer Sparrow & Palm credit instead of a card refund, just tell us. If you paid at the clubhouse, we'll refund you the same way you paid. If we move a session to a time that doesn't work for you, cancel with us and we'll treat it the same way.

Refunds for a session we cancel are issued by our team rather than automatically. We keep a record of what is owed to each guest and process it as soon as we can; how quickly a card refund appears on your statement depends on your card issuer.

Group Lesson Courses: if we cancel one of your classes, the rest of your course stays booked and we'll arrange a make-up of that class at no charge. If we can't offer you a make-up within 8 weeks that suits you, we'll refund that class — one third of the course price, plus tax — to your card. If we cancel a course before it begins, you can move to another course or receive a full refund.

Sometimes we may need to close the clubhouse for more than a day — for example because of a hurricane or tropical storm, another emergency, a power or building failure, or a government order or restriction. If that happens, every session we cancel is handled exactly as described in “If we change or cancel a session” above: you receive a full refund of anything you paid by card, including tax (or Sparrow & Palm credit if you prefer), and any credit or passes you used are returned.

Group Lesson Course classes we cancel are owed to you as make-ups at no charge. The 8 weeks to find a make-up that suits you are counted from the day we reopen; if we can't offer one in that time, we refund that class — one third of the course price, plus tax — to your card.

A closure does not automatically change the expiry date of Sparrow & Palm credit. If a closure has affected your chance to use your credit, please contact us: our team reviews each request individually and will always honour credit where required by law.

We will contact everyone with an affected reservation using the details on their booking, and post updates on our website, as soon as we decide to close and again when we reopen.

We are always happy to help: info@sparrowandpalm.com · (239) 526-1971 · 28280 Old 41, Unit 9, Bonita Springs, FL 34135.