When a rider should get their money back, ask Hopoti to refund all or part of the payment from the rider's client card. Riders can't start a refund themselves: agree it with the rider, then make the request.
Before you start
Riders who cancel within your cancellation policy get a Stablecard credit, not their money back. A refund is for when you've agreed to return the money (see Choose your cancellation policies).
A refund is taken from your next payout, and Hopoti's own fee for the payment isn't returned (see Pricing and Bank Payouts).
Ask for a refund
Go to Clients and open the rider.
Open the History tab. To see only payments, choose Payments under Show.
Find the payment and select Show on its row.
Select Refund payment. A chat with our team opens.
In the chat, say whether you want a full or a partial refund (with the amount for a partial one), then confirm. A booking fee in the price is part of the payment and can be refunded like the rest.
Our team processes refunds on weekdays and confirms in the chat once the refund is done. The money goes back to the payment method the rider used, and riders usually see it within 5-10 business days, depending on their bank. Your Hopoti reports then show the amount after the refund. After a partial refund, the rest of the payment stays paid.
Tidy up the rider's bookings and credits
A refund doesn't change the rider's bookings or credits. Once our team confirms the refund, remove what the rider no longer has a right to:
Remove the rider from the lessons the payment was for: see Manage riders on a lesson.
Remove or reduce Stablecard credits: see Give, edit or extend a rider's Stablecard.
Other refund situations
Some refunds work differently. Open the section that fits your situation.
If the rider paid offline
If the rider paid offline
Payments made outside Hopoti, for example in cash or by bank transfer, aren't refunded through Hopoti. Pay the money back yourself, then remove the invoice in Invoices so your records match. Removing the invoice also cancels the bookings it paid for.
If the rider was charged twice
If the rider was charged twice
Look for the two payments in the rider's History tab. Refund one of them with Refund payment, or, if the rider agrees, keep the extra amount as credit for future bookings.
If a member ends a Membership after paying next month
If a member ends a Membership after paying next month
When a Membership ends after next month's invoice was already paid, Hopoti doesn't change that invoice. The members list on the Memberships page shows it as a full refund for you to make: refund the payment with Refund payment on the rider's History tab, as above.
An unpaid invoice for a month after the end date is cancelled automatically, so there's nothing to refund.
If a refund doesn't go as expected
Check these in order:
You can't find the payment: the History tab shows the last 3 months by default. Change the dates and choose Payments under Show.
The rider hasn't received the money: check that our team has confirmed the refund in the chat. After that, it usually takes 5-10 business days, depending on the rider's bank.
The rider still has the lessons or credits: a refund doesn't remove them, so remove them yourself.
Still stuck? Message our team in the chat with the rider's name and the payment's date and amount.