An athlete cancelled after paying online: what now?

Nothing is refunded automatically. You decide: refund in full, or keep the payment in line with your cancellation policy.

1. You get a notification and an email (Cancelled by athlete). The Calendar shows a banner "paid session cancelled by an athlete" with Decide.
2. Press Decide, or open the booking. It shows what was paid online, how much of it stayed with you, and "Nothing has been refunded. Whether to refund is your call."
3. To give the money back, press Refund … and confirm with Yes, refund. To keep it, press Not now.

What a refund does

The full amount goes back to the card the athlete paid with. It comes out of your Stripe balance, and neither the Fitiva fee nor Stripe's card fee is returned. A refund cannot be undone. The athlete is told.

Good to know

• In the app you can only refund in full. For a partial refund, email hello@fitivapro.com.
• If the booking says the payment cannot be refunded here, email hello@fitivapro.com and Fitiva refunds it for you.
• Paid guests of that session are told as well. Their guest fees are not refunded automatically; email hello@fitivapro.com if you want to refund one.
• A session booked with a package credit gives the credit back only if the athlete cancelled at least as many hours before as you set in the package.
• Your Cancellation and refund policy in Financials tells athletes before they book what to expect.