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How Do I Process a Refund?

When you need to process a full or partial refund, ActivityHero makes it easy to issue a refund back to the purchaser.

Note: ActivityHero cannot issue refunds without provider consent. If a parent contacts you for a refund, you may issue it from your dashboard at any time. 

Types of Refunds

  • Credit Card Refund: Available if the original transaction was within 270 days. The refund is issued back to the same card and usually appears within 5–10 business days.
  • Provider Credit: A credit toward a future program you offer. Families can apply this credit during checkout for a new registration.
  • Check: If a credit card refund isn’t possible, your business can issue a refund by sending a check directly to the customer.

Process a Refund

  1. From your dashboard, hover over Registration & Payments and click Registration Reports.
  2. Search for the name of the participant you want to refund, then locate the participant in the results.
  3. Under the participant’s name and information, click Actions, then select Refunds and Cancellations.
  4. Click Enter Refund Amount.
  5. Confirm or customize the refund amount, choose the refund method (credit card, provider credit, or check), and add any relevant notes.
  6. Click Process Refund to complete the transaction.

The purchaser will automatically receive an email confirming that the refund has been processed.

To change a participant’s enrollment status to Cancelled, click Cancel Registration. This will immediately remove the registration and open a spot in the session.

Tip: If there are participants on the waitlist, consider invoicing them before cancelling the registration so they have the first opportunity to claim the open spot.

Note: Refunds can be issued back to the purchaser’s credit card if the original payment was made within the past 270 days (9 months). For transactions older than 270 days, refunds must be issued by check or as a provider credit.

Are ActivityHero Fees Refundable?

ActivityHero’s registration fee (or marketing fee, if applicable) is non-refundable. These fees cover the use of registration tools and/or advertising services and are incurred at the time of registration.