Handle refunds and cancellations

Choose where club cancellations refund

In Settings → Billing, set When the club cancels, refund to: Club credit or Original payment method. New clubs start on Club credit; clubs created before this setting was introduced keep Original payment method until they switch it.

For a club cancellation of a session, court booking or one player’s registration, Club credit sends the full amount paid by card to that player’s credit and avoids the payment processing fee the club would lose on a card refund. The Cancel sessions, Cancel registration and Cancel booking dialogs show Refund to, preset from the setting; choose the card for an individual cancellation when needed.

Check before changing anything

• Confirm the booking or registration reference.
• Check the payment status and amount.
• Review the club's cancellation policy and cutoff.
• Confirm whether the change is player-requested or club-initiated.
• Tell the player what will happen before taking action.

Player-requested cancellations

The club setting does not change a player’s own cancellation choice. Before the deadline, the player can choose Club credit for the full refundable amount or their card minus the payment processing fee shown. Credit they choose cannot later be moved to a card. Inside the cancellation window, the late fee in the session’s terms is kept; nothing extra is charged.

Credit and card refund follow-up

A player can move credit from a club cancellation back to their card for 30 days, up to the remaining balance. After that it is ordinary club credit. Credit added by staff or chosen by a player cannot be moved to a card. A card refund usually arrives in 5–10 business days. If it does not go through, the player’s credit is restored and they can try again.

A charge for a waitlisted player who cannot be given a place follows the same club setting: credit they can refund to card, or a card refund.

Keep a clear record

Record the reason and outcome in the club's normal operational notes. Never ask a player to share full card details by email or phone.