Refunds
In the event that you need to refund some or all of the Lessons and Additional Goods and Services in a booking there are some main criteria to be aware of:
- All Lessons and Additional Goods and Services on a booking can be fully refunded before a payout for an attended lesson has occurred. Navigate to the Booking and select the refund all button at the top of the Booking
- You can refund individual Lessons that haven’t been paid out to you on a booking where you have received payouts for only some Lessons. Navigate to the Booking and select the refund option listed on each lesson. Alternatively, this action can be performed off the Lesson using the action menu (three dots).
- Tuii does not support refunding of Lessons or additional Additional Goods and Services that have been processed by Stripe and have been deposited into your bank account. You will need to manually refund your customers to avoid them raising a dispute with the platform, Stripe or their financial institution.
- All refunds require our Tuii Platform Fee to be returned to your customer. As this expense is non-refundable by Tuii this will be refunded from the educator’s Stripe balance. This expense is annotated as an Adjustment on the Platform Fees and Payouts section of each booking and refund request.
- Students and Parents can request refunds which you can approve or reject according to your studio policy. There may be a situation in which a refund request is rejected by you and your customer decides to dispute this, you will receive a notification via email explaining the dispute process if this occurs. See Disputes.