Handling Refunds Gracefully

Refund requests are inevitable. A kid gets injured. A family moves. Schedules conflict. How you handle these moments defines your organization's reputation — and your own stress level.

The problem isn't the refunds themselves. It's the inconsistency. When every request becomes a negotiation, you waste time, create resentment, and open yourself to accusations of unfairness.

We had a parent demand a refund after the season started because another family got one for the same reason last year. I had no record of that decision. It was a nightmare.

— Club treasurer, Minnesota

A clear, written policy solves this. It sets expectations upfront, gives you something to point to, and — with the right tools — can even answer parent questions automatically so you never have to have the conversation at all.

Creating Your Policy

Your refund policy should balance flexibility with sustainability. Too strict and you'll alienate families. Too loose and you'll lose money on late cancellations that leave empty roster spots.

The Standard Framework

Most youth sports organizations use a time-based sliding scale:

Exception Categories

Build in clear exceptions for circumstances beyond a family's control:

• Medical: Injury or illness preventing participation (require documentation)
• Relocation: Family moving out of the area
• Program cancellation: If you cancel or significantly change the program
• Hardship: Case-by-case review for financial emergencies

In Hurdle, you enter your refund policy once in settings. The system remembers it, applies it to refund requests, and — most importantly — syncs it to your AI assistant so parents can get instant answers.

AI-Powered Answers: Let the Chatbot Handle It

Here's where it gets interesting. When you set your refund policy in Hurdle, it's automatically added to your organization's AI memory. That means the chatbot on your public website can answer refund questions instantly — 24/7, without you lifting a finger.

Parent wants to know the refund policy at 10pm? Chatbot answers. Someone asks if they qualify for a medical exception? Chatbot explains the process and can even start the request.

What the AI Chatbot Can Do

• Explain your policy: Gives accurate, detailed answers based on your specific rules
• Check eligibility: Looks at the family's registration date and tells them what they qualify for
• Start requests: Initiates refund requests that appear in your admin dashboard
• Handle edge cases: Explains medical exception process, documentation requirements, etc.
• Stay consistent: Every family gets the same accurate information, every time

I used to get 5-10 refund policy questions every registration period. Now I get zero — the chatbot handles all of them. And it's more patient than I ever was.

— League director, Colorado

Processing Refund Requests

When a refund request comes in — whether from the chatbot, a direct message, or your inbox — Hurdle makes processing it simple.

The Process

1. 1.Request arrives: Family submits request with reason. You see it in your dashboard.
2. 2.AI policy check: System automatically checks eligibility based on timing and your policy. Shows recommendation.
3. 3.You decide: Approve, deny, or adjust the amount. One click.
4. 4.Automatic processing: Refund goes back to original payment method. Family notified automatically.

The whole process takes 30 seconds. No spreadsheets, no manual calculations, no writing individual emails.

Communication Templates

Even with automation, sometimes you need to send a personal message. Here are templates for common scenarios:

Handling Edge Cases

Not every situation fits neatly into your policy. Here's how to handle the tricky ones:

"My kid hates it and won't go"

This is tough. The honest answer is that this usually doesn't qualify for a refund — you've committed costs, and preference changes aren't the same as inability to participate. But you can offer alternatives: switching to a different team, trying a different position, or credit toward a future season. Document whatever you decide for consistency.

"The coach is terrible"

Take this seriously — it might indicate a real problem. Offer to move the player to a different team if possible. If they insist on a refund, consider a partial refund or credit. Either way, investigate the coaching concern separately.

"We paid but never showed up"

No-shows who request refunds mid-season are tricky. Technically, the spot was held for them. Consider offering a partial credit toward next season rather than a cash refund — it maintains goodwill while protecting your finances.

"Other organizations give full refunds"

Maybe they do, maybe they don't. Your policy is your policy. Politely explain your reasoning (costs, roster commitments) and stick to it. Inconsistency is worse than a strict policy.

Copy-Paste Policy Template

Here's a complete refund policy you can customize for your organization:

Paste this into Hurdle's policy settings, customize the brackets, and you're set. The AI will use this exact language to answer parent questions.