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How to Request a Refund for Your Package, Membership, or Class
How to Request a Refund for Your Package, Membership, or Class
Victoria C avatar
Written by Victoria C
Updated over a week ago

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].
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  • 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.

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