There may be several reasons why someone wants a payment refunded or needs to cancel a registration. That’s why we’ve created a flexible solution that covers different needs and situations.
You can issue refunds for payments made through registration forms for courses and academies, as well as through standard payment requests. This article provides guidance on how to process refunds from various parts of Spond Club.
💡Note:
No fees apply when issuing a refund
The amount will be refunded to the same account used for the original payment. The refund will normally appear on the customer’s bank statement within 5 to 10 working days.
How to process refunds in Spond Club
Refund a single participant via Booking Forms
Refund a single participant via Booking Forms
Click on "Booking Forms" in the side menu in Spond Club.
Find and click the name of the course or booking form you want to issue a refund from.
Click the "Registrations" tab in the top menu.
Find the member you want to issue a refund to.
Click the three dots on the far right of the same row as the member’s name, then click Refund.
A new window will open with several options for how the refund should be processed:
Entire amount
Refund the entire payment. Please note that in this case, the club covers the transaction fee and will not be refunded this amount.Amount excluding fees
Refund the amount excluding the transaction fee. The member/guardian will receive the full amount minus the fee.💡 We recommend informing members of this in your terms and conditions so they are aware that the fee is not refunded.
Partial refund
Select a specific amount to refund. For example, if a participant only needs a refund for one out of three days.
Transaction Fees by Country
Australia..................5% + AU$0.50Canada....................5% + CA$0.50
EUR countries*........2.5% + €0.20
Switzerland..............2,5 % + CHF0.20United Kingdom.......2.5% + £0.20
USA...........................5% + $0.50
*Austria, Belgium, France, Germany, Ireland and the Netherlands, countries that use the euro and where Spond Club is available.
Once you have selected the desired refund option, enter a reason and click "Refund" in the bottom right corner of the window.
A notification will appear confirming that the refund has been completed, and you will be given the option to either cancel the order or keep it in the list.
Refund multiple participants at once via Booking Forms
Refund multiple participants at once via Booking Forms
Click on "Booking Forms" in the side menu in Spond Club.
Find and click the name of the course or booking form you want to issue a refund from.
Click the "Registrations" tab in the top menu.
It is possible to refund all participants at once, or just selected ones.
Refund all participants in the list
To select all participants, click the checkbox in the top left corner above the name column. All participants in the list will be selected.
Refund selected participants in the list
To select individuals, move your cursor to the left of the participant’s name.
A checkbox will appear. Click it to select the participant.
Repeat the process for each participant you wish to refund.
Once you have selected all or specific participants, a button menu will appear at the top. Click "Refund orders" to start the refund process.
A new window will open with several options for how the refund should be processed:
Entire amount
Refund the entire payment. Please note that in this case, the club covers the transaction fee and will not be refunded this amount.Amount excluding fees
Refund the amount excluding the transaction fee. The member/guardian will receive the full amount minus the fee.
Transaction Fees by Country
Australia..................5% + AU$0.50Canada....................5% + CA$0.50
EUR countries*........2.5% + €0.20
Switzerland..............2,5 % + CHF0.20United Kingdom.......2.5% + £0.20
USA...........................5% + $0.50
*Austria, Belgium, France, Germany, Ireland and the Netherlands, countries that use the euro and where Spond Club is available.
Once you have selected the desired refund option, enter a reason and click "Refund" in the bottom right corner of the window.
A notification will appear confirming that the refund has been completed, and you will have the option to either cancel the order or keep it in the list.
Refund by instalment via Booking Forms
Refund by instalment via Booking Forms
Click on "Booking Forms" in the side menu in Spond Club.
Find and click the name of the course or booking form you want to issue a refund from.
Click the "Registrations" tab in the top menu.
Find the member you want to issue a refund to.
Click the name of the person you want to issue a refund to.
You will be taken to a new page. Scroll down until you see the “Payments” menu.
Click the three dots on the far right of the row for the instalment you want to refund, then click "Refund".
A new window will open with several options for how the refund should be processed:
Entire amount
Refund the entire payment. Please note that in this case, the club covers the transaction fee and will not be refunded this amount.Amount excluding fees
Refund the amount excluding the transaction fee. The member/guardian will receive the full amount minus the fee.💡 We recommend informing members of this in your terms and conditions so they are aware that the fee is not refunded.
Partial refund
Select a specific amount to refund. For example, if a participant only needs a refund for one out of three days.
Transaction Fees by Country
Australia..................5% + AU$0.50Canada....................5% + CA$0.50
EUR countries*........2.5% + €0.20
Switzerland..............2,5 % + CHF0.20United Kingdom.......2.5% + £0.20
USA...........................5% + $0.50
*Austria, Belgium, France, Germany, Ireland and the Netherlands, countries that use the euro and where Spond Club is available.
Once you have selected the desired refund option, enter a reason and click "Refund" in the bottom right corner of the window.
A notification will appear confirming that the refund has been completed, and you will have the option to either cancel the order or keep it in the list.
Refund via Finance → Payments received
Refund via Finance → Payments received
Click "Finance" in the side menu in Spond Club.
Then click "Payments" received.
Find the payment you wish to refund and click on it.
Once you’ve opened the relevant payment, click the three-dot button in the top right corner and select "Refund".
A new window will open with several options for how the refund should be processed:
Entire amount
Refund the entire payment. Please note that in this case, the club covers the transaction fee and will not be refunded this amount.Amount excluding fees
Refund the amount excluding the transaction fee. The member/guardian will receive the full amount minus the fee.💡 We recommend informing members of this in your terms and conditions so they are aware that the fee is not refunded.
Partial refund
Select a specific amount to refund. For example, if a participant only needs a refund for one out of three days.
Transaction Fees by Country
Australia..................5% + AU$0.50Canada....................5% + CA$0.50
EUR countries*........2.5% + €0.20
Switzerland..............2,5 % + CHF0.20United Kingdom.......2.5% + £0.20
USA...........................5% + $0.50
*Austria, Belgium, France, Germany, Ireland and the Netherlands, countries that use the euro and where Spond Club is available.
Once you have selected the desired refund option, enter a reason and click "Refund" in the bottom right corner of the window.
Refund via Finance → Payment Requests
Refund via Finance → Payment Requests
Click "Finance" in the side menu in Spond Club.
Then click "Payment requests".
Find and click on the desired payment request.
Scroll down to "Recipients".
In the list of recipients, find the person you wish to refund and click on their name.
⚠️ NOTE: It is not possible to refund multiple people at once from this list. Refunds must be processed one at a time.
Scroll down until you see the “Payments received” menu. Find the payment you wish to refund and click anywhere on the row for the relevant payment.
Once you have opened the relevant payment, click the three dot button in the top right corner and select "Refund".
A new window will open with several options for how the refund should be processed:
Entire amount
Refund the entire payment. Please note that in this case, the club covers the transaction fee and will not be refunded this amount.Amount excluding fees
Refund the amount excluding the transaction fee. The member/guardian will receive the full amount minus the fee.💡 We recommend informing members of this in your terms and conditions so they are aware that the fee is not refunded.
Partial refund
Select a specific amount to refund. For example, if a participant only needs a refund for one out of three days.
Transaction Fees by Country
Australia..................5% + AU$0.50Canada....................5% + CA$0.50
Ireland.....................2.5% + €0.20
Switzerland.............2,5 % + CHF0.20United Kingdom......2.5% + £0.20
USA..........................5% + $0.50
*Austria, Belgium, France, Germany, Ireland and the Netherlands, countries that use the euro and where Spond Club is available.
Once you have selected the desired refund option, enter a reason and click "Refund" in the bottom right corner of the window.
Refund via Members → Active members
Refund via Members → Active members
Click "Members" in the side menu in Spond Club.
Then click "Active members".
Find or search for the relevant member, and click on their name.
Scroll down until you see the "Payment requests" menu.
Find the payment you wish to refund and click on its name.
Scroll down until you see the "Payments received" menu. Find the payment you wish to refund and click anywhere on the row for the relevant payment.
Once you have opened the relevant payment, click the three dot button in the top right corner and select "Refund".
A new window will open with several options for how the refund should be processed:
Entire amount
Refund the entire payment. Please note that in this case, the club covers the transaction fee and will not be refunded this amount.Amount excluding fees
Refund the amount excluding the transaction fee. The member/guardian will receive the full amount minus the fee.💡 We recommend informing members of this in your terms and conditions so they are aware that the fee is not refunded.
Partial refund
Select a specific amount to refund. For example, if a participant only needs a refund for one out of three days.
Transaction Fees by Country
Australia..................5% + AU$0.50Canada....................5% + CA$0.50
Ireland.....................2.5% + €0.20
Switzerland.............2,5 % + CHF0.20United Kingdom......2.5% + £0.20
USA..........................5% + $0.50
*Austria, Belgium, France, Germany, Ireland and the Netherlands, countries that use the euro and where Spond Club is available.
Once you have selected the desired refund option, enter a reason and click "Refund" in the bottom right corner of the window.
Credit Limit
All clubs are automatically given a credit limit that can be used for refunds. When a refund is processed, the amount will be deducted from the club’s next payout. This will also be reflected in the reports.
Credit Limits by Country
Country | Credit Limit |
🇦🇺 Australia | AU$1,500 |
🇨🇦 Canada | CA$1,000 |
🇪🇺 EUR countries* | €1,000 |
🇳🇴 Norway | NOK10,000 |
🇬🇧 UK | £1,000 |
🇨🇭 Switzerland | CHF1000 |
🇺🇸 USA | $1,000 |
*Austria, Belgium, France, Germany, Ireland and the Netherlands, countries that use the euro and where Spond Club is available.
If the club reaches its credit limit, it must apply to have the limit increased.
👉 Read more about how to apply for a higher credit limit here
If the club has not received any payouts within three months, Spond will issue an invoice for the amount used for refunds.
Frequently Asked Question
How do I process a refund in Spond Club?
How do I process a refund in Spond Club?
To process a refund, go to Courses & Academies or Payment Requests, click the three dots next to the member(s) you wish to refund, and select either Cancellation or Refund. You can then choose to issue a full refund, a partial refund excluding the transaction fee, or a specific amount refund.
Are there any fees associated with processing a refund?
Are there any fees associated with processing a refund?
No, there is no transaction fee for processing a refund. However, depending on the refund option you choose, either the club or the member may absorb the initial transaction fee.
What is the processing time for refunds?
What is the processing time for refunds?
Refunds are credited to the same card used for registration and can take between 5 to 10 days to process. Members (or guardians for junior members) should be informed to allow this time for the refund to appear in their accounts.
How are refunds managed within the club's finances?
How are refunds managed within the club's finances?
Refunds are deducted from incoming payments. If a club has not received any payouts within three months, Spond will invoice you for the credit used on refunds.
What happens if a club reaches its credit limit for refunds?
What happens if a club reaches its credit limit for refunds?
Each club has a set credit limit for refunds, which is deducted from the next payout. If the limit is reached, you will need to request a higher limit. Information on how to request a higher limit can be found here.
How do I inform members about transaction fees on refunds?
How do I inform members about transaction fees on refunds?
If you choose to issue a refund where the member absorbs the transaction fee, we recommend updating your terms and conditions to notify members about this policy. This ensures transparency and helps manage member expectations.
Can payments for events and payment requests created in groups in the Spond app be refunded in Spond Club?
Can payments for events and payment requests created in groups in the Spond app be refunded in Spond Club?
Refunds can only be processed for payments created in Spond Club. If an administrator has created a payment for an event or a payment request directly in the Spond app, the refund must be handled manually outside of Spond.