Refunds and cancellations

Refunds go back to however someone paid: to their card for a drop-in, or as a credit back to their pass or membership.

Refunding a booking

Open the class from your schedule, or the person’s profile under Payments, and choose to refund. The spot is released back to the class, and the person is told.

Your cancellation policy

Most refunds can happen on their own, based on the cancellation window you set in Settings → Policies. For example: cancel more than 12 hours before class and the refund is automatic; cancel later and the booking is forfeited. Your policy shows to clients at checkout, which heads off most refund requests.

Packs and memberships

Canceling a class booked with a pack or membership returns the credit to that pass, not money to a card. Drop-in payments are refunded as cash.

When a refund does not go through

Sometimes Stripe cannot send a refund to the customer’s card. When this happens, Atelier Studio puts the payment back to how it was before the refund, so it no longer shows as refunded. You get a notice in your inbox called Refund not sent to the customer. The notice names the customer when we know who they are, and links to their profile.

Nothing is lost: the money was never sent. To make it right, try the refund again the next day, or refund the customer another way, such as cash.