What is in this article
Refunds and Cancellations
Recess Does Not Process Refunds on Behalf of Our Studios/Gyms/Instructors
Recess does not directly process refunds or cancelations for our partners.
You need to request your studio/instructor/gym to cancel your membership following their cancellation policy signed upon account creation.
You may have the option to request a refund or cancel directly through the Recess app, however, depending on the cancellation policy you may not be instantly refunded.
Chargebacks or Disputes
Chargebacks/Disputes: Not the Best Solution
Initiating a chargeback or dispute through your card issuer can take longer and may not result in an automatic refund.
The process can take several weeks to a few months, and the outcome is determined by the card issuer. and you may not be refunded instantly.
Understanding the Dispute Process
This happens when you dispute a charge.
You contact your card issuer to dispute a charge.
The card issuer reviews the dispute and forwards it to the payment processor.
Stripe notifies Recess about the dispute. Funds and 'frozen' during the dispute process.
Recess informs the relevant partner about the dispute.
The card issuer reviews the evidence.
The bank makes a final decision.
Recess and Disputes
If you receive an email from Recess regarding a dispute, please provide us with context and details about the issue.
Your cooperation and detailed information can significantly speed up the resolution process.
Withdrawal of Dispute
When to Withdraw a Dispute
If you have requested a refund from a partner but have not yet received it.
If you mistakenly requested a dispute because you did not recognize the charge.
If the studio confirms they'll refund you.
How to Withdraw a Dispute
Contact Your Card Issuer:
Call the customer service number on the back of your card.
Explain that you want to withdraw a dispute you previously initiated.
Provide your account details and specifics of the disputed charge (date, amount, merchant name). If unsure, contact us for assistance.
Confirm the Withdrawal and Notify Us:
Ask the representative to confirm that the dispute has been withdrawn.
Request a confirmation number or email for your records.
Forward any confirmation to [email protected].
Need Further Assistance?
If you still need help with a refund or dispute, please email us at [email protected]. We'll be happy to answer your questions.