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How to process refund requests

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Version 1.2 – February 2020/ April 2024

Author: Veronica

Audience: Bookings manager and SK management

Abstract: This document describes the series of steps required to follow in order to process a refund request.

Which types of refund request can be accepted?


1) Customers having booked for dates where the resort does not have availability of accommodation and the customer does not wish to stay outside the resort

2) Workshops or events that have been canceled by the school

3) Customers where original booking has changed due to some limitation on availability by the school

4) Cases where the customer wishes to change the booking conditions/dates before arriving (a partial refund)

5) Customer complaining about a teacher or workshops that is taking

6) Cases where the customer made the booking “by mistake”, providing the claim is done within the 24hr. of booking.

7) Refunds of Payment deposits in cases the student is not accepted or approved by the teacher.

Which types of refunds are not accepted?

  1. All type of deposits for teacher trainings, Awakening and Healing packages ( except partial refunds contemplated in our Terms and Conditions https://www.sammakaruna.org/terms-and-conditions/, workshops and events, (unless the event has been cancelled by the school)

  2. Refunds where the students has already started the course, workshop or event (unless the customer is complaining about the quality of the teachings or course).

  3. Case of someone getting sick, requesting change dates for first time or having some visa problems and not being able to come (in these cases the customer can change dates of it’s booking at no cost, we allow the student to change the date and rebook within a year counting from his original booking, extra charges may apply because of high season.)

In these cases please reply to customer with template:

  • Template #23 (for requests related to refunds of deposits)
  • Template #23b (request related to refunds of a course that has already started)
  • Template #23c (for requests related to refunds of a course within 60 days)

How to issue a refund request?

If you identify the refund as a type of request that can be accepted proceed on the following way :

  1. Answer to the customer with template #24 (your refund is being evaluated)

  2. Forward the email with the refund request and any information required to understand this case to the financial controller of the school requesting approval.

  3. Create a task in Slack (inside the refund-requests channel) assigned to the financial controller, with the name of the customer and email and due date within 48hrs.

  4. Once you hear back from the financial controller you may inform the customer about the decision of the school on regards of the refund requested.
    1. You don’t have to issue the refund or calculate it, the financial controller or operations manager will do this for you.

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