Refund policy

01Start with who you paid

Your club’s ClubDojo software subscription is billed through Polar. Memberships, bookings and registrations sold by a club are that club’s charges, either collected through its Stripe account or arranged outside ClubDojo. A club credit is a balance the club owes you; ClubDojo does not hold it as cash.

0230 days after your club’s first paid charge

Eligible purchase

Your club’s first paid Starter, Growth or Pro subscription charge, monthly or annual.

Request window

Within 30 days after that charge. The free trial is separate and does not consume this window.

Refund

The amount actually paid for that first charge, including transaction taxes collected on it.

How to ask

Email [email protected] with your club name, payer email and invoice reference. Do not send card numbers.

Contact us within 30 days after your club’s first paid ClubDojo subscription charge and we’ll refund that first charge.

The promise applies once per club. It covers a discounted first charge at the amount actually paid. It does not create a new 30-day window for a renewal, plan change, billing-frequency change or later resubscription. Additional charges within the window are not automatically covered by the first-charge guarantee; contact us about an error or any other refund right.

We process approved software-subscription refunds through Polar to the original payment method, subject to the provider’s handling of closed or unavailable payment methods. We will confirm what happens to the subscription and its access when arranging the refund. Bank and provider processing affect when the money appears; we do not promise a fixed arrival date.

A new club’s free trial starts on the first ordinary-member join or membership activation. If the club chooses a subscription sooner, its provider trial starts at checkout completion. Choosing during an existing trial preserves the remaining time; rounding to a whole provider day can extend it slightly. Check the first billing date before completing checkout. A club that previously had a paid subscription does not receive a new first-charge guarantee or a new-club trial by resubscribing.

03Canceling the software subscription

The subscription payer can cancel renewal in Settings → Billing → Manage subscription. If you cannot use that portal, or the payer is no longer available to the club, contact us for help. Cancel before the next renewal charge to stop it. Scheduled cancellation normally keeps access through the paid period; cancellation itself does not request a refund or erase an already outstanding invoice.

Outside the first-charge guarantee, there is no general promise of a prorated refund for unused time, renewal or a plan change. We will correct billing errors and honor applicable refund rights. Review any provider price-change or proration summary before confirming a change.

Canceling ClubDojo does not cancel members’ separate dues subscriptions or repay club credits. Club records are handled under the retention policy, not an indefinite-storage guarantee.

04Payments you make to a club

The club must disclose its price and cancellation conditions before you commit. For a booking or registration, check the refund cutoff, whether you can cancel yourself, and whether an eligible cancellation returns money or creates credit. Club policies remain subject to applicable law. A club changing its policy must not take away rights attached to an existing purchase.

For Stripe payments, the club can issue in-app refunds for eligible one-time memberships, resource reservations and social, program or competition registrations. Recurring-membership refunds are handled by the club through Stripe. Stripe refunds are normally returned to the original payment method; the provider handles exceptions. A refund can remain pending or fail. A confirmation that one has been requested is not confirmation that money has arrived.

For payments arranged outside ClubDojo, only the club can send money back. ClubDojo cannot reverse a transfer, cash payment or cheque. The club records settlement and any subsequent credit or repayment. Saying that a payment was sent does not itself prove it was received.

Canceling an unpaid booking may remove the obligation where the cancellation rules allow it. Already owed membership dues, or fees for an activity that has begun, can remain due. Ask the club to correct or waive an incorrect obligation; account closure is not a way to erase it.

05Credit held with a club

An eligible cancellation of a hand-collected booking or registration adds the refundable amount to your credit with that club. A club can also record a credit adjustment, such as an overpayment. This records the club’s obligation to you; it does not mean money was returned.

Credit belongs to your account with that club and is recorded in its original currency. Where offered, you can use a sufficient balance to pay an amount owed to the same club. ClubDojo does not automatically exchange currencies, transfer credit between clubs or people, or expire recorded credit. A member cannot cash out through ClubDojo.

To ask for repayment, contact the club. If it sends money back outside the app, it must record that repayment so the balance is accurate. A credit is not a substitute for a cash refund required by law. Any club terms governing redemption must be disclosed and lawful.

Leaving a club does not turn its credit into ClubDojo’s debt or extinguish the club’s obligation. Clubs must resolve outstanding balances before closing; members should request repayment and retain receipts. Self-service account deletion may require the balance to be settled first, but you can still make a privacy request.

06Membership access after cancellation or departure

Canceling renewal of a paid recurring membership normally preserves access to the end of the paid period. Outstanding dues or an existing failed card payment may still be collectible; free or unpaid memberships can end immediately. The cancellation confirmation describes the result.

Leaving a club, removal by its administrators, and account deletion are different actions. They can end your access immediately and also end family coverage you pay for. They do not automatically refund dues. Contact the club about any refund entitlement and the effect on upcoming activities.

07Incorrect or disputed charges

Contact us about a ClubDojo subscription charge, or the club about a charge it made. Include enough information to identify the transaction, but no full card or bank credentials. You retain your payment-provider, card-issuer, regulator and legal rights; contacting us or your club first is a practical option, not a condition that waives those rights.

This policy forms part of the Terms of Service. Questions: [email protected].