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Player & admin refunds

This article describes how refunds work in Nettla

Updated over 2 months ago

It’s widely known that strict refund settings/features can create challenges for club owners and admins. To ensure a smooth experience, Nettla offers a flexible refund system, allowing clubs to customize cancellation rules while also providing direct access to Stripe for those rare cases that require manual intervention.

Player Cancellations

Players can cancel bookings and other purchases based on the rules you define in the Nettla admin portal. You have full control over:

Different cancellation policies per booking type

Varying rules for different player categories

Custom refund percentages for early vs. late cancellations

For each cancellation period, you determine:

• What qualifies as an “early cancellation” and how much is refunded.

• What qualifies as a “late cancellation” and the refund percentage applied.

• The exact time window (hours before the session) when these rules apply.

This level of flexibility ensures that your club remains fair to players while maintaining financial stability.

Administrator Refunds

As a club owner or admin, you can manually:

Cancel a session

Remove one or more players from a session

Decide whether to issue a full, partial, or no refund

This allows customized refund handling for unexpected situations while keeping your club policies consistent.

“Very Late” Refunds

For added flexibility:

Refunds can be issued directly in Nettla for up to one week after the payment was captured.

• If a refund is required beyond this period, you can always process it manually via your Stripe account, even if several months have passed.

By integrating direct access to Stripe, we ensure that clubs have full control over refunds, without unnecessary restrictions.

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