Refunds & Cancellations FAQ

How long does it take for the amount to be refunded to the parents bank account?

After you initiate a refund, Stripe submits refund requests to the parent’s bank account or card issuer. The parent will see the refund as a credit approximately 5-10 business days later, depending upon the bank.
Refunds issued shortly after the original charge may appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the parent’s statement, and a separate credit isn’t issued.

What if our Stripe balance is $0 when we make the refund?

If the provider's Stripe balance does not cover the refund amount, Stripe withdraws money from the provider's bank account to cover the refund to the parent.

Where will the amount be refunded?

Refunds can only be sent back to the original payment method used in a charge. You can’t send a refund to a different destination, such as another card or bank account.

How are refunds processed on installment plans?

All installment charges and payment dates get locked in at the point of purchase. The refund amount is first used to reduce future payments, then to return money from past payments. Updating the installment dates of a session later applies only to future registrations, it does not apply to existing registrations.

To stop installment payments, you simply need to issue a refund for the remaining balance on the child’s registration. Once the balance owed is $0, our system will no longer try to make future installment payments.

To calculate how much is still owed, please go to the "Rosters" page, go to the "Enrolled" page of the session, you can then view the child’s profile details by clicking on their name in the session roster.

Near the bottom of the child’s details, you will see something similar to the screenshot below.

Simply add up the amounts marked as "scheduled", and apply that amount as a refund. This will stop all future installment payments.