RunItUp — Refund Rules

Quick Reference

TL;DR: Cancel > 24h → 100% refund (or 100% credit). 6–24h → 50% refund / 75% credit. < 6h → no cash, 50% credit. No-show → no refund/credit. Host/venue/weather cancel → 100% refund or credit.

Situation	Refund	Credit	Notes
Cancel > 24h before start	100% (original method)	100% (if chosen)
Cancel 6–24h before start	50%	75%
Cancel < 6h before start	None	50%
No-show (no check-in within 15 min)	None	None
Host/venue/weather cancel (before start)	100%	100%	User’s choice
Waitlist promotion > 12h	Normal windows apply starting at promotion time
Waitlist promotion ≤ 12h	100%	100%	2-hour grace; must still be pre-start
Promotion after start	Auto-promotion disabled (no charge)

A. Customer-Initiated Cancellations

> 24 hours before start: 100% refund to original payment method (or 100% credit if the user selects credit).
6–24 hours before start: 50% refund or 75% credit.
< 6 hours before start: No cash refund; 50% credit.
No-show (didn’t check in within 15 minutes of start): No refund, No credit.

B. Host Cancels / Venue Closes / Weather

Before session starts: 100% refund or 100% credit (user’s choice).
After session starts: Pro-rated credit based on time remaining (e.g., 50% time left → 50% credit).

C. Waitlist Auto-Promotions

Promoted > 12h before start → normal cancellation windows apply from time of promotion.
Promoted ≤ 12h before start → 2-hour grace to cancel for 100% refund/credit (must still be before start time).
Promotion after start due to late openings → auto-promotion is disabled (no charge).

D. Fees & Adjustments

Processing fees: Refunded if RunItUp receives a full refund from the processor (Stripe often returns fees on full refunds in some regions; partial refunds typically forfeit fees). If not returned, receipts will show “Processing fee not refundable.”
Service/convenience fee: Non-refundable on partial refunds; refundable on host-canceled sessions.
Promo codes: Cash refunds are limited to the amount paid. Promo value isn’t paid out as cash; credits preserve the promo effect.

E. Credits

Expiration: Credits expire after 6 months.
Usage: Credits can be applied to the session price; not valid for tips or third-party costs.
Cash-out: Credits are non-withdrawable cash.

Common Questions

How long do refunds take to show up?

Bank processing times vary by institution. Most refunds appear within 5–10 business days after issuance.

Can I choose credit instead of refund?

Yes — where eligible, you can opt for credit at the same or better value as listed above.

Do credits work on tips or third-party costs?

No. Credits apply to session price only.

What if I think there’s an error?

Contact support with your receipt and run details. We’ll review session logs and check-in data.