> ## Documentation Index
> Fetch the complete documentation index at: https://docs.uplifter.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Which emails does a family get when I refund or cancel?

> Every automatic email a refund or cancellation can send, who gets it, and where you switch one off or reword it.

<Note>
  **Must know**

  * **There is no "notify the family" option when you refund.** Every refund and cancellation email is a club-wide rule under **Settings > Communication > Notifications > System Rules**, where you can switch it off or reword it.
  * **Only refunds to the original payment method send a refund email.** **Refund initiated** goes only when you choose **Original payment method**. Cash, e-transfer and account credit refunds send no refund email.
  * **Program Cancellation is optional.** It starts switched off for new clubs, but a club that already had it may still have it on, so check its **Status**.
  * **Ending access has its own email.** Ending a membership or pass sends **Access ended after a refund**, even with no money returned.
</Note>

**What decides it.** Your **Refund to** choice, what the refund or cancel changes, and which rules your club has switched on. Every rule below starts switched on except **Program Cancellation**.

| Email | Who gets it | When it goes |
| - | - | - |
| **Refund initiated** | The guardian billed | A refund above \$0.00 to the **Original payment method**, on an invoice with a linked account, that didn't fail on screen. Asks them to allow 5 to 10 business days. |
| **Access ended after a refund** | The guardian billed | A refund or cancel ends a membership or pass, now or at period end, or removes a pass's unused credits. Goes even at \$0.00. |
| **Refund approved after review** | The guardian billed | Uplifter approves a queued refund. The refund's usual emails follow. |
| **Refund rejected after review** | The guardian billed | Uplifter turns down a queued refund, with the reason. |
| **Refund failed (family copy)** | The guardian billed | A refund fails after it was sent, or an automatic refund for a spot that filled up could not start. A failure shown on screen while you confirm sends none. |
| **Refund failed (admin copy)** | Your admins | The same failure. Disabling **Refund Failed** also stops it. |
| **Refund Reversed** | Your admins | A settled refund is reversed, usually by the family's bank. No family email. |
| **Program Cancellation** | The guardian billed, or the athlete's guardians if someone else paid | A refund or cancel unenrolls an athlete from a program, while the rule is on. |
| **Drop-in fully refunded**, **Program fully refunded** | The guardian billed | A spot filled up after the family booked, so it was removed and any payment was refunded automatically. The program email can offer **Join the Waitlist**. |
| **Event ticket bumped and refunded** | The ticket buyer | The same, for sold-out event tickets. Event Ticketing clubs only. |
| **Payment dispute opened**, **Chargeback opened**, **Chargeback reversed**, **Bank debit returned**, **Access revoked after a chargeback** | Your admins; the guardian gets **Access revoked after a chargeback** | A family's bank disputes or returns a payment. See [Chargebacks and bank returns](/club/refunds-cancellations/chargebacks-and-bank-returns). |

**Cash, e-transfer and account credit.** These send no refund email, but **Access ended after a refund** and **Program Cancellation** can still go.

**No double email.** A guardian billed who is getting **Refund initiated** doesn't also get **Program Cancellation**. It still goes when no refund email does, such as a cash refund or a \$0.00 cancel.

**Some cancels send nothing.** **Cancel invoice** on an ordinary unpaid invoice sends no email, and neither does a \$0.00 cancel of a store product line.

**Queued refunds.** No one is emailed while a refund waits for review. The family hears when Uplifter decides. See [What happens when a refund is queued for review?](/club/refunds-cancellations/refund-queued-for-review)

**Check or change one.** Each email above is a row on your **System Rules** tab. Full steps: [How do I edit or turn off a built-in notification?](/club/communications/how-do-i-edit-or-turn-off-a-built-in-notification)

<Steps>
  <Step title="Open System Rules">
    Go to **Settings > Communication > Notifications** and open the **System Rules** tab.
  </Step>

  <Step title="Find the email">
    Type its name into **Search rules by name...**. **Status** shows **Active** or **Inactive**.
  </Step>

  <Step title="Switch it or reword it">
    From the row menu, choose **Disable** or **Enable**, or **Edit** to preview and reword it. The change applies to every later send.
  </Step>
</Steps>

**Related:** [What are notification rules and reminders?](/club/communications/what-are-notification-rules-and-reminders) · [What happens after I issue a refund?](/club/refunds-cancellations/what-happens-after-i-issue-a-refund) · [What happens if a refund fails or the bank reverses it?](/club/refunds-cancellations/refund-fails-or-bank-reverses) · [What happens when a family disputes a payment or their bank returns it?](/club/refunds-cancellations/chargebacks-and-bank-returns)