Refunds
Sometimes money needs to go back to a customer. Here we walk through how refunds work in Peach — whether you are a creator or a participant.
How it works
Refunds in Peach are handled via Stripe, the same system that processes all payments. Depending on the situation, a refund can happen automatically or manually.
There are three common scenarios:
- The creator cancels an activity — all booked participants receive an automatic refund
- The creator wants to refund a specific customer — done manually via the app
- A participant cancels within the cancellation policy — punch card clips or payment are refunded automatically
Step by step
When a creator cancels an activity
If you as a creator cancel an activity, all booked participants receive an automatic refund. You don't need to do anything extra.
- Go to your activity in the app
- Select "Cancel"
- Confirm — all participants who paid by card get their money back automatically
- Participants receive a notification that the activity has been cancelled
Manual refund for a specific customer
Want to refund an individual customer — for example, someone who couldn't make it but missed the cancellation deadline? You can do it directly in the app.
- Go to the transaction for the booking in question
- Tap "Refund"
- Confirm the amount
- The customer receives a full refund via Stripe
This is a full refund of the transaction.
Partial refund
If you want to issue a partial refund (for example, half the amount), you cannot do it yourself in the app right now. Contact us at team@peach.nu with:
- The customer's name or email address
- Which activity it concerns
- The amount you want to refund
We'll take care of it for you.
Punch card clips upon cancellation
Punch cards work a bit differently from regular payments. If a participant cancels within your cancellation policy, the clip is automatically returned to the punch card. No money changes hands — the clip simply becomes available again.
If the cancellation happens after the cancellation deadline, the clip is consumed as usual.
Important: A punch card clip return is not the same as a monetary refund. The participant gets their clip back, not money.
What happens to the creator's balance?
When a refund is issued, the amount is deducted from your upcoming payout balance. If you have already received the payout, the amount may be deducted from your next payout instead.
- Automatic refund (cancelled activity) — the amount is deducted directly from your balance
- Manual refund — the amount is deducted from your balance when the refund is processed
- Peach's fee is also refunded to you — so you never pay a fee on a refunded transaction
Timeline — when does the customer receive the money?
Stripe processes refunds within 5-10 business days. Sometimes it's faster, but it can take up to 10 days before the money appears in the customer's account.
The timeline looks like this:
- Refund initiated — immediately when the activity is cancelled or you issue a manual refund
- Stripe processes — 1-2 business days
- Customer's bank processes — 3-8 business days
- Money appears in account — total 5-10 business days
Tip: If a customer reaches out wondering where their money is, ask them to wait at least 10 business days before contacting their bank.
Frequently asked questions
Q: The customer didn't receive a refund — what do I do? A: First check that the refund has actually been processed in the app. Stripe can take up to 10 business days. If more time has passed, contact us at team@peach.nu with the customer's name and which activity it concerns, and we'll trace the payment.
Q: I cancelled an activity — what happens? A: All participants who paid by card receive an automatic refund via Stripe. Participants who used punch cards get their clips back. You don't need to do anything manually — Peach handles everything.
Q: Can I issue a partial refund? A: Not directly in the app right now. Email team@peach.nu with the customer's details, which activity it concerns, and the amount you want to refund. We'll help you.
Q: What happens to punch card clips upon cancellation? A: If the participant cancels within the cancellation policy, the clip is automatically returned to the punch card. If the cancellation happens after the deadline, the clip is consumed. If you still want to return a clip manually, contact us.
Q: Does a refund affect my fee? A: No. When a transaction is refunded, you also get Peach's fee back. You never pay a fee on money that has been returned to the customer.
Q: Can a customer request a refund themselves? A: No, customers cannot initiate a refund directly. They can cancel within your cancellation policy (which triggers an automatic refund), but beyond that, you as the creator need to approve and process the refund.
Good to know
- Automatic refunds when an activity is cancelled happen instantly — you don't need to do anything.
- Manual refunds can be done directly from the transaction in the app.
- Partial refunds require you to contact support.
- Punch card clips and monetary refunds are two different things — clips go back to the card, money goes via Stripe.
- It's a good idea to save the customer's contact information in case questions arise about a refund — it makes resolution faster.
Have more questions? Contact us via Contact Peach in the app or email team@peach.nu.