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When a booked date moves or is cancelled

Sometimes an organization moves or cancels one date of a class you've booked. When that happens, Famlo tells you and lets you choose what you get back for that day: a credit to use at that organization, or a refund to your card. Your credits are kept in Account settings › Credits and come off your next checkout there by themselves.

This page is about one date changing. To cancel a booking yourself, see Cancelling and refunds.

How you find out​

The organization's message about the change comes by email and as a notification in Famlo. It has a button that takes you to your choice:

  • For a moved date: Can't make [date]? Choose credit or refund
  • For a cancelled date: Credit or refund for [date]
  • If several of your dates changed at once: Can't make a new date? Choose credit or refund, which opens a list of them.

A moved date also shows up in your Calendar. The entry gets a Moved badge and a line such as "Tue Oct 20 moved to Thu Oct 22, 1:00 pm". While you can still answer, that line includes the link Can't come? Choose credit or refund.

On a phone, you can also open Account settings and select Class changes under Your family. The row appears once you've had a moved or cancelled date. It opens Changed dates, which lists every date still waiting for your answer. When nothing is left to answer, it says "Nothing is waiting for you. Every changed date has its answer."

The choice goes to the account that made the booking.

When a date moves​

A moved date asks what you'd like to do, and the page is headed "Can't make [new date]?". It shows what your child's spot that day is worth: "[Child]'s spot that day is worth $X. Choose what you'd like back."

  1. Open the link from the message or from your Calendar.
  2. Choose $X credit (1) or $X refund (2).
  3. Select Take the credit or Take the refund (3). The button's wording follows your choice.

If your child can make the new date after all, select [Child] can come after all (4) instead. Nothing changes, and the date stays on your Calendar.

The choice page for a moved Robotics Club date: a $50 credit at Sunnyside Learning Co. as 1, a $50 refund as 2, Take the credit as 3, and Leo can come after all as 4, with the line Choose by Fri Oct 30, 1:00 pmThe choice page for a moved Robotics Club date: a $50 credit at Sunnyside Learning Co. as 1, a $50 refund as 2, Take the credit as 3, and Leo can come after all as 4, with the line Choose by Fri Oct 30, 1:00 pm

Things to know:

  • Credit is picked to start with. "$X credit: At [Org]. It comes off your next checkout there by itself."
  • A refund goes back to your card. "Back to your card in 5–10 business days." The refund option only appears when that day's money can go back to the card you paid with.
  • Choose by the time shown. The page says "Choose by [date, time]. If you don't, [Child] stays booked for [new date]." If you don't answer, nothing is lost: your child keeps their place on the new date. After that time the page says "The time to choose has passed."
  • Taking the credit or the refund takes your child off that one date. The rest of the class stays booked.
  • The organization can decide not to offer a choice for a moved date and simply tell you about it. Then your child stays booked on the new date.

When a date is cancelled​

There's nothing to come to on a cancelled date, so Famlo adds the credit for you straight away. The page says "$X credit added" and "It comes off your next checkout at [Org] by itself, and it never expires."

If you'd rather have the money back on your card:

  1. Open the button in the message about the cancelled date (Credit or refund for [date]).
  2. Select Switch to a refund (1).
A cancelled Robotics Club date: $50 credit added, Your credit at Sunnyside Learning Co. $50 with a See it link, and Switch to a refund highlighted as 1A cancelled Robotics Club date: $50 credit added, Your credit at Sunnyside Learning Co. $50 with a See it link, and Switch to a refund highlighted as 1

The page tells you how long you have: "Changed your mind? You can switch to a refund until [date]." You can switch only while the credit is still unspent. Switch to a refund isn't shown when that day's money can't go back to your card. The same button appears if you took the credit for a moved date and change your mind before the deadline.

What the day is worth​

The amount is what you paid for that day yourself. For a class with several dates, that's the date's share of what you paid for the whole class. Anything a scholarship program or the organization's own award paid isn't included.

If nothing was paid for that day through Famlo, the page for a cancelled date says "Nothing was paid for that day through Famlo, so there's nothing to give back." For a moved date with nothing to give back, there's no choice to make, and your child stays booked on the new date.

If the organization cancels the whole class rather than one date, there's nothing to choose. Card payments are refunded. See Cancelling and refunds.

Your credits​

Open Account settings and select Credits (1). The row appears once you've had a credit.

Account settings with Credits highlighted as 1 and the Account credit box showing $60.00 as 2. The Credits page shows $10 from Famlo, to use by Mar 31, 2027, and $50 at Sunnyside Learning Co., which never expires, each with its history lineAccount settings with Credits highlighted as 1 and the Account credit box showing $60.00 as 2. The Credits page shows $10 from Famlo, to use by Mar 31, 2027, and $50 at Sunnyside Learning Co., which never expires, each with its history line

The page shows:

  • One balance for each organization, with the line "Comes off your next checkout at [Org] by itself."
  • Whether it expires. A credit for a moved or cancelled date never expires ("It never expires."). Another credit may have a date: "Use $X of it by [date]."
  • Where each amount came from and went. Each line has a date and a reason, such as "Robotics Club, Oct 22 cancelled". Lines that change your balance add one of these words:
Word on the lineWhat happened
used at checkoutYou spent it on a booking.
expiredIt passed its use-by date unspent.
given backIt came back to you, for example after you cancelled a booking you'd paid for with credit.
swapped for a refundYou switched it to a refund, or it was taken back because the class was cancelled with a refund.

The Account credit box at the bottom of the Account settings list (2) shows your total across every organization. It appears whenever you have a balance.

How credits are spent​

  • Only where they came from. A credit from an organization can be used only at that organization. A credit from Famlo itself (listed under Famlo) can be used at any organization.
  • Automatically. You don't need a code or a button. When credit pays part of an order, the order summary says so ("Paid with your credit at [Org]"), and your card pays the rest.
  • Soonest-expiring first. If you have more than one credit you can use, the one that expires soonest is used first, and credit that never expires is used last.
  • Before your card. A promo code comes off first, then the organization's scholarship award, then credit from that organization. The card pays the rest.
  • The booking fee is worked out on what's charged to your card, after any promo code, scholarship award or credit.

If you cancel a booking you paid for partly with credit, that part comes back as credit, not to your card.

Troubleshooting​

I can't find Class changes in Account settings. On a computer, use the button in the message about the change, or the link on your Calendar. On a phone, Class changes is under Your family at the top of Account settings, and only once you've had a moved or cancelled date.

There's no refund option. A refund is offered only when that day's money can go back to the card you paid with. Take the credit, or message the organization.

"Your credit has been used, so it can't become a refund." You've already spent the credit at checkout, so it can't be switched.

"This date can't be answered any more." The time to choose has passed. For a moved date, your child is booked on the new date.

My credit went down, but I didn't book anything. If you took a credit for a date and the organization later cancelled the whole booking with a refund, the credit for that day is taken back so you aren't paid twice. If you'd already spent it, that amount comes off the refund instead.

My credit doesn't come off at another organization. Credit from an organization works only there. Only a credit from Famlo can be used anywhere.

What's next​