Refunds and Credits

Processing a Refund

When a family requests a refund:

1. Open the enrollment from Enrollments or the family's profile
2. Click Cancel Enrollment
3. Choose the refund option:
   • Full refund — returns the entire payment to the family
   • Partial refund — specify the amount to return
   • No refund — cancel the enrollment without a refund

Refunds are processed through Stripe and typically appear on the family's statement within 5-10 business days.

Important Notes About Refunds

• Stripe processing fees are not returned — when you refund a $100 payment, the original processing fee (2.9% + $0.30) is not refunded by Stripe. This is standard across all payment processors.
• Platform fees are refunded — Joyn's 2% platform fee is returned to you proportional to the refund amount.
• Refunds are final — once processed, a refund cannot be reversed. If a family changes their mind, they would need to re-enroll and pay again.

Refund Timeline

| Step | Timing | |------|--------| | You initiate the refund | Immediate | | Stripe processes the refund | 1-2 business days | | Refund appears on family's statement | 5-10 business days |

Account Credits

As an alternative to refunds, you can offer account credits:

• Credits are applied to the family's account for future bookings
• Useful for schedule changes, makeups, or goodwill gestures
• Credits don't incur additional processing fees since no money moves

Cancellation Policies

We recommend establishing a clear cancellation policy and communicating it to families during enrollment. Common approaches include:

• Full refund if cancelled more than 7 days before the first session
• 50% refund if cancelled 3-7 days before
• No refund for cancellations less than 3 days before

You can include your cancellation policy in your class descriptions so families know what to expect.