Refunds & cancelling registrations

Where refunds live

1. Open your Registrations roster

   Director dashboard → Registrations.

2. Open the registration

   Click the row to open its detail view, the full snapshot of what the athlete entered, plus their payment breakdown.

3. Scroll to “Refund or cancel”

   At the bottom of the detail view you'll find two buttons: Refund this registration… and Cancel without refunding. (For a free registration, or one already fully refunded, there's just a single cancel button. There's no money to return.)

Everything else about a registration (moving distances, editing answers, changing giveaways) lives behind the Manage registration button on the same detail view. Note that moving someone to a different distance never charges or refunds automatically; if a move creates a price difference you owe back, settle it here with a partial refund.

Choosing the amount

You pick any amount up to everything the athlete paid, and one-click presets fill it in for you:

• What your event received: the entry money that landed in your event's balance. This is the default, and the amount that costs your event nothing beyond returning its own revenue. (Events with a timing fee also get an Entry + timer fee preset. The timing fee is clawed back from the timing company.)
• Full refund, everything paid: returns the athlete 100% of what they were charged, including the Run This and card-processing fees. Those fees stay non-refundable to the platforms, so choosing this means your event pays them on the athlete's behalf, the dialog shows the exact split before you confirm.

You can also refund in stages, several partial refunds add up, and the cap always reflects what's already been returned. An optional reason field is saved to your records and shown to the athlete alongside the refund.

Your refund policy

Every event shows athletes a refund policy at checkout, behind a small Refund policy link next to the pay button. Out of the box it's the standard policy: all fees are final unless the event chooses to issue a refund, and processing fees are never refundable. You can replace it with your own wording from Edit event → More settings → Refund policy, for example “Full refunds until 30 days before race day.”

The exact policy text in force is saved with every registration as a record of what that athlete agreed to. You can always refund more generously than your policy promises; athletes just can't demand more than it says.

Releasing the spot

The refund form has a checkbox, on by default, to cancel the registration and release the spot. When it's checked, the refund also:

• frees the spot (capacity counts go down, and a distance that sold out on capacity reopens),
• returns their bib number to the pool,
• removes them from the public start line,
• pulls them out of their circle or team, and
• returns their giveaway sizes to inventory.

Uncheck it for a partial refund where the athlete is still racing, say, a goodwill discount after the fact. They keep their spot, bib, start-line entry, and giveaways.

Cancelling without a refund

Cancel without refunding does everything in the list above but moves no money, useful for a no-show policy, a duplicate registration, or when you've already settled up outside the platform. The form says it plainly: no money is refunded. If you want to give some or all of it back, use Refund instead (a refund with the release box checked cancels in the same step).

Who can refund

Refunds are issued by the event's payments manager (by default, whoever created the event) or by Run This support. Other co-directors don't see the refund controls. See payouts for how the payments-manager role works and how to hand it off.

• Past editions: once an event renews, refunds on the previous edition's registrations are handled by Run This, the roster shows a "contact us" note instead of the refund form.
• Registrations from the previous Run This platform: money paid before the platform migration can't be refunded from the dashboard. You can still cancel without refunding to free the spot; contact Run This to arrange the money side.

What the athlete sees

The registration isn't deleted. It survives in your roster marked Canceled with the refunded amount and your reason, and the athlete's own My Registrations page shows the same thing. They also get a refund confirmation email. Refund totals flow into your Finance insights page, where the headline net subtracts them.