How Can I Request a Refund?

Members (“Learners”) can request a refund by navigating to their orders and selecting “Request Refund.” After selecting a reason and adding any additional details, the submitted refund request is sent to the facilitator of that workshop. Based on the reasoning provided, it is the facilitator’s responsibility to provide either a full, partial, or no refund in response to the amount requested by the Learner. Refunds are approved by facilitators and the admin.

The following policies outline how Learners can expect their refund requests to be handled. Klatch does, however, reserve the right to act outside of these policies in the handling of particular refund requests to safeguard what Klatch deems to be the best experience for Klatch’s facilitator and Learner communities.

How Do Refunds Work?

Ordinary Refunds:

• Learners will receive a full refund minus the Klatch Payment Processing Fee if they request a refund within a 24-hour period after purchase and the Workshop start date is more than 72 hours after the purchase.  
• After this window has passed, granting any portion of a refund is at the discretion of a Facilitator with the following policy determinations:
  • If a Facilitator misses a workshop, or for any reason, changes one of the live session dates after the Learner has enrolled, the Facilitator must, at a minimum, approve a 100% refund prorated for the missed live session. In instances where the missed live session is deemed essential to the overall purpose of the Workshop, the Facilitator will be expected to honor a 100% refund of all remaining sessions.
  • Facilitators should minimize cancellations or schedule changes that impact live sessions of their Workshops. If the Facilitator must change the live session schedule, Klatch recommends posting in the Workshop Feed and seeking feedback on such rescheduling from the enrolled Members.

Case by Case Refunds:

• A Learner is able to request a refund from the point of purchase up to 72 hours after the workshop end date.  All requests made during this window of time will be handled at the facilitator’s discretion.
• Any refund requests made any time after 72 hours after the workshop’s last live session will be denied unless there are extenuating circumstances.
• Learners are not eligible to receive a refund for missing a workshop. We foster a community that supports the hard work and preparation of our Klatch facilitators.

Why Wasn't My Processing Fee Refunded?

Klatch charges a Payment Processing Fee onto each order, which may comprise of one or many workshops. The Payment Processing Fee is generally reflective of payment fees taken by PayPal to process your order. PayPal does not provide refunds on their fees. As such, learners will not be eligible to receive a refund on their Payment Processing Fee. Klatch may make certain exceptions to this rule in cases whereby a facilitator cancels or where it’s outside of the control of the Learner. If Klatch deems a Facilitator bears the responsibility for the refund being issued (e.g. Facilitator canceled sessions, etc), Klatch may at its discretion also reimburse the Learner of the Payment Processing Fee and withdraw it from the Facilitator’s account balance. In such cases where it is deemed the fault of the Facilitator, Klatch will only refund a Payment Processing Fee when the entire order (or cart) is refunded.

What If I Don't Agree With My Refund?

Refund Escalation

If a learner disagrees with the outcome of a given refund request, the learner may initiate the refund dispute escalation process. In the event of a dispute, learners can escalate the request by contacting Klatch support. Based on the claims provided by the learner and facilitators, Klatch support will make the final decision on the refund request on a case-by- case basis.

If a learner disagrees with the outcome of a given refund request, the learner may initiate the refund dispute escalation process. In the event of a dispute, learners can escalate the request by contacting Klatch support. Based on the claims provided by the learner and facilitators, Klatch support will make the final decision on the refund request on a case-by- case basis.

1. Any rejected refund request can be escalated to Klatch Admin, however, only valid requests will be approved based on policy checks.
2. For an escalation to be reviewed, a refund request MUST have been submitted to the workshop’s facilitator and said request MUST have been either rejected or listed as pending within the last 5 business days.
3. Repeated escalations can affect a learner’s account metrics. Invalid escalations can lead to suspension of privileges and/or the ability to enroll into new workshops for a duration of time to be determined by the Klatch administrative team.
4. All escalations will be reviewed by the Klatch administrative team within 5 business days.
5. The review decision for escalations is final and no further review will be conducted.
6. If a facilitator fails to review your refund request within 5 business days, you should first contact the facilitator directly before escalating to Klatch admin.