Must know
- Only your club can issue a refund. There’s no refund button in the family portal, so contact your club.
- Most purchases can be refunded. Programs, store items, memberships, passes, custom invoice items and punch cards can. Event registrations, competition entries, bookings and gift cards can’t.
- Amount and item are usually separate choices. Your club chooses how much to refund, up to what you paid, and for most items whether you keep it, so a refund can leave your athlete enrolled.
- No processing fee comes out of your refund. Any service fee you paid comes back in the same share as the items refunded.
Two choices, but not for every item. On a program, store item or punch card, your club decides how much comes back, up to what you paid, and separately whether you keep it or cancel it (your athlete unenrolled, the item returned or the card voided). A custom item is money only, so refunding it just cancels that line. A punch card’s suggested refund is the value of its unused punches.
Memberships and passes. Your club can refund nothing, the unused part (such as unused days or credits), the full amount or a custom amount. It separately chooses your access: keep it, end a membership at the end of its period or right away, or end a pass now (for a credits pass, by removing unused credits). You’re emailed a list of any access that changed.
Limits. Only money already paid on an invoice can be refunded, and each item only up to what you paid for it after any discount, less earlier refunds. On a payment plan, each invoice refunds only what it collected, so your checkout payment and each installment are refunded separately, once charged.
Discounts. A discount is never refunded on its own or paid out as money. Once every item it applied to is cancelled, your use of the discount is usually given back, so you can use it again.
Fees and tax. A processing fee is never taken out of your refund. Tax comes back at the rate you were charged, and any service fee or surcharge you paid comes back in the same share as the items refunded (fees you never paid don’t).
Where the money goes. Your club chooses where it goes: your original payment method, cash, an e-transfer it pays you directly, or account credit on your family account. On your original payment method, any part paid by gift card returns to that card first, and any part paid from account credit returns to your credit balance. See Where does my refund go and how long does it take?
Automatic refunds. If you pay for a program or drop-in session and the last spot is taken just before your registration is confirmed, you’re usually refunded automatically and emailed. If you were signed in and bought for an athlete in your family, nothing is refunded automatically: your club makes room or returns the payment. See What happens if a class fills up right after I pay?
When a refund takes longer. A refund can occasionally be held for review before it’s issued. You’re emailed when it’s approved, or if it can’t be.
Where you’ll see it. Select Invoices in the family portal sidebar (on a phone, under More). Its Status filter offers Refunded, Partial refund, Refund initiated and Refund reversed. On an invoice, View history lists the refund and any reason your club gave. A registration’s page under Registrations has a Refunds section too.
Related: Where does my refund go and how long does it take? · What happens if a class fills up right after I pay? · Will I be charged again after I cancel a membership? · What does ‘Refund reversed’ mean?