Authorized staff with the ‘Refund Invoices’ permission can refund eligible invoices directly through ClubOS. Refunds can be processed for full or partial session amounts depending on the agreement and invoice details.

Before processing a refund, review the following refund limitations:

• Invoices paid using a bank account payment profile cannot be refunded until 7 days after the original payment date. This helps prevent refunds from being issued before funds have fully settled into the club’s bank account.
• Invoices paid more than 6 months ago cannot be refunded, regardless of payment method.
• After a refund is submitted, funds typically return to the member within approximately 3 business days.

Note: When processing a full refund for an invoice containing both used and unused sessions, the entire invoice amount may still be refunded. However, any sessions already used will remain included within the member’s total session count history.

Perform a Refund

Step 1: Navigate to the Member’s Club Services Page

Open the member’s profile and navigate to Member Profile > Club Settings > Club Services

Step 2: Open the Agreement

Locate the agreement associated with the invoice and click the accompanying + icon to expand the agreement details.

Step 3: Locate the Refundable Invoice

Once expanded, the agreement’s Session Count and Invoice list sections will appear. Refund-eligible invoices will display near the top of the invoice list. Click the Refund link next to the invoice you would like to refund.

Step 4: Select the Refund Amount

The Refund Invoice page will display the maximum number of refundable sessions available for the selected invoice. Use the arrows in the Refund column to increase or decrease the number of sessions being refunded.

As the session quantity changes, the Refund Amount will automatically update based on the agreement’s session pricing.

For example:

• If sessions are valued at $50 each
• Refunding 2 sessions would total $100
• Refunding 1 session would total $50

Step 5: Submit the Refund

After confirming the desired refund amount, click Submit Refund to process the refund.

Important Notes about Refunds:

• Once the refund has been successfully processed, the original invoice entry will marked as ‘Refunded’ within the member’s payment schedule. An additional ‘Paid’ invoice reflecting the negative refunded amount will also be added on the date the refund was processed.