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How Do I Cancel or Get a Refund for an Event?

Plans change. This guide shows you where to cancel a booking on Famlo, what comes back to your card, and what does not. It is written for families who have already registered for something.

Quick Answer​

Open the activity and select Cancel registration. A free one-tap booking has Cancel RSVP instead.

Refunds run on a single cutoff, and it is the same at every organization on Famlo. Cancel 24 hours or more before the start and your card charge comes back in full. Cancel any later and nothing comes back. There is nothing in between.

Cancel a paid registration​

Cancelling starts on the activity page, not on a bookings list.

  1. Open the activity you registered for. Your calendar and your confirmation email both link to it.
  2. Select Cancel registration.
  3. Read the breakdown on the Cancel booking screen. It shows Amount paid, Activity refund, Service fee refund and Total refund, with a sentence explaining the outcome in plain words.
  4. Select Cancel booking to go ahead, or Keep booking to back out.

You see the refund before you commit to it. Nothing is charged or returned until you confirm.

Cancel a free RSVP​

A free activity you booked in a single tap has Cancel RSVP on the same page. There is no refund screen, because no money changed hands. It cancels immediately.

Cancel anyway, even though it costs you nothing. A free place you release goes back into circulation, and everyone on the waitlist is told at once.

Where the cancel control is not​

Bookings in the account menu opens your calendar in list view. It shows what you are booked into and links through to each activity, but it carries no cancel control of its own.

There is no account-wide payment history page either. Your confirmation email is your record of a booking, and a refund is confirmed by its own email. Membership invoices are the exception, and they are listed on your memberships page.

What comes back, and when​

When you cancelCard refund
24 hours or more before the startFull
Less than 24 hours before the startNone
After it has startedNone

That is the whole policy. There is no partial band, no sliding scale, and no organization that sets a different cutoff for itself.

Activities marked no refunds​

An organization can mark an individual activity as no refunds. Cancelling one returns nothing however early you do it, and the cancel screen tells you so before you confirm.

Check the activity page before you register for anything expensive.

Refunds are measured against your card​

A refund returns what your card was actually charged. That is the ticket price after any promo code, account credit and scholarship award have come off it.

Money that never went through your card cannot come back through it.

  • A promo discount was never charged, so nothing returns for it.
  • Account credit goes back to your credit balance rather than to your card.
  • A scholarship award never passes through Famlo. The organization settles that side with you directly. See Scholarships.

An order that cost you nothing on a card has no card refund to issue. That covers a free ticket, and a paid one that promo, credit and scholarship covered in full. The cancel screen says so rather than showing you a zero that looks like a fault.

The platform fee on a refund​

Organizations pay Famlo a platform fee out of their own share of what they collect. Whether that fee is returned to them depends on who cancelled and when.

Who cancelsPlatform fee
You, 24 hours or more before the startRefunded
You, inside the 24-hour cutoffNot refunded
The organization, or one of its leadersRefunded
Famlo, because the activity was called offRefunded

This line decides what the organization keeps. It never changes what you paid, because the fee was never added to your total. See What's free and what's paid.

How long it takes​

Approved refunds go back to the original card and take five to ten business days to reach your statement. Famlo emails you when one is sent.

If the organization cancels​

If an activity is called off, or a leader cancels your booking for you, you are made whole. The full card charge comes back however close to the start it happens.

Leaders do not have an "issue refund" button and cannot choose an amount. What they can do is cancel the booking themselves, which returns everything. So if something has genuinely gone wrong past the cutoff, message the organization and ask.

warning

A no-show is not a cancellation. Missing an activity you did not cancel returns nothing, and it holds a place that another family could have used.

You cannot edit a booking​

Bookings can be cancelled but not changed. There is no control for adding tickets, reducing the number of spots, swapping which child is attending, or handing your place to another family.

To change any of that, cancel and register again. Check the refund breakdown first, because cancelling inside the cutoff returns nothing and re-registering costs full price.

Troubleshooting​

I cannot find a cancel button on my bookings list. There is not one there. Open the activity itself and use Cancel registration or Cancel RSVP.

The cancel screen says my refund is nothing. Either you are inside the 24-hour cutoff, or the activity is marked no refunds, or your card was never charged because promo, credit or scholarship covered the order. The screen names which before you confirm.

I cancelled and nothing reached my card. Check the same three reasons above. Account credit returns to your balance, not to your card, so a credit-funded booking shows no card refund.

My refund has not arrived. Allow ten business days from the cancellation. If it is still missing, contact support.

I need to change my registration, not cancel it. Cancel and register again. There is no edit.

I missed the activity and want my money back. Refunds follow the cutoff, and a no-show is past it. Message the organization if there were circumstances they should know about.

The activity description was not what I got. Message the organization first, through your message thread with them. If that does not settle it, contact support.