Refunds

Refunds return money to a client's original payment method. Stripe processes refunds and they typically appear on the client's statement within 5–10 business days.

This is true even if the card has since been canceled or deleted — the client's bank routes the funds to the replacement card or the account linked to it.

Issue a refund

1. Go to Customers → Clients and open the client's profile

2. Click the Payments tab

3. Find the payment you want to refund

4. Click into the payment → Refund Payment

5. Enter:

   • Amount — full or partial amount
   • Reason — for your records (not shown to client)
   • Notes — any internal notes about why you're refunding

6. Click Refund Payment

You can also access payments from the check-in screen roster using the actions menu.

Full vs. partial refunds

You can refund any amount up to the original payment amount. For a partial refund, enter the specific dollar amount to return.

Credit card fees

When you issue a refund, the card processing fee is not returned to you — that fee is non-refundable. The client receives the full purchase amount, but the processing fee comes out of your balance.

Refunds and class credits

What happens when a booking is cancelled depends on how the client paid:

Paid (monetary) pricing — drop-ins:

• The client paid dollars at booking
• Cancellation refunds the dollar amount back to the client's credit card
• Stripe processes the refund (5–10 business days)

Credit-based pricing — packages and subscriptions:

• The client used a credit from a package (1-pack, 5-pack, 10-pack, etc.) or membership
• Cancellation returns the credit to the client's account balance — no money goes back to their card
• The client can use that credit to book a different class

If a client paid with a package but you want to give a cash refund instead, issue the refund from the payment record and manually adjust or deduct from their package.

Refund timing

• Card refunds: 5–10 business days to appear on client's statement
• The transaction shows as "Refunded" in your Arketa reports immediately

Refund limits

You can only refund up to the original payment amount. You can't refund more than what was charged.

You can't refund a payment that's still processing. Wait for it to succeed, then issue the refund.