Refunds

Any charge paid online can be refunded from the Fees page — a cancelled booking, or a hirer who paid twice. Open Refund next to the occurrence, check the amount (it defaults to everything still refundable, but you can refund part of it), add a reason if it helps, and confirm. Where a hirer has made more than one payment against the same booking you choose which to refund. Owners and leaders only, the same as marking a charge paid.

Two limits come from GoCardless rather than from us. A payment can't be refunded for seven days after it was collected — the app tells you the date it becomes possible. And a refund can only come out of money GoCardless still holds for your group, so once a payment has been paid out to your bank account it can't be refunded this way and you'd need to return it yourself. The app shows your available refund balance if that happens.

Our fee on a bank refund isn't lost. GoCardless keeps it when a payment is refunded, so instead our fee on the refunded part comes off our fee on your next payments, until it's used up. The refund panel shows the amount before you send it. Your hirers pay the same as ever; only our share is lower.

By card it's simpler. A card payment can be refunded straight away, and it comes out of your Stripe balance whatever has been paid out to your bank. Our platform fee on the refunded part comes back to you too. A refund you make in your own Stripe account is picked up as well, so the Fees page always shows what was really kept.

If a hirer's bank takes a card payment back (a chargeback), the booking shows as unpaid again, the same as a Direct Debit reversed by the bank. If you win the dispute in Stripe, it goes back to paid. Stripe charges its own fee for each dispute, £20 at the time of writing, taken from your Stripe account.