How do refunds work?

Refunds follow the same two channels as payouts: where the money came in decides where it goes back out.

Web purchases: refund from your Stripe

Purchases made in a browser, memberships, courses, shop orders, event tickets, bookings, were charged through your own Stripe account, so you refund them there. Open Settings, then Billing, click Stripe payouts to reach your Stripe dashboard, find the payment and issue a full or partial refund. The money returns to the member's card, usually within five to ten business days.

Because these are your charges, the refund policy is yours too: you decide when and how much to refund. Publishing a simple, generous policy up front saves debate later.

In-app purchases: Apple and Google handle it

Purchases made inside the mobile apps go through the App Store and Play Store, and those platforms control their own refunds. Members request them from Apple or Google directly (Apple via reportaproblem.apple.com, Google via the Play Store order history). You cannot issue store refunds yourself, which is standard for every app on those stores; if a member asks you, point them at the relevant store's refund request.

After refunding a membership

If you refund a member's plan payment, review their access too. From the Users page you can edit their plan to remove the paid plan, or leave them comped for the period if you are refunding as a goodwill gesture.