REFUNDS

Modified on Wed, 2 Jul at 4:28 PM

Refunds -

All student groups sell memberships and products to their members, staff, and the public. Those individuals have rights which include the right to a refund in some cases. It is the responsibility of student groups selling products on eActivities to review and respond to all refund requests submitted to them.

Reasons a refund may need to be offered are as follows:

Within 14 days of purchase if requested
Sometimes, if an activity, event, or trip you have paid for has been cancelled
If the advertised product changes from when it was originally purchased.

Any purchase made by a member or non-member is subject to the terms of use outlined on our website.

Making Events Non-Refundable

In some cases, you may want to make your event ticket non-refundable, e.g. a race entry, etc, usually when your club has organised something that has a non-refundable cost in, e.g. ground hire, that could be cancelled, e.g. by bad weather.

To do this, state on the shop product description "In the case of unforeseen circumstances, such as bad weather, causing the cancellation of this event, this shop product is non-refundable. This statement supersedes the Imperial College Union Terms of Use.".

Note: If the event is cancelled and the customer has a screenshot showing the shop product without this statement, they will be entitled to a full refund.

How to submit a Refund Request

Those who want a refund should email the student group asking for a refund with an explanation of why they need one. Including the following information:

Full Name
Order Number
Product Name
Product Price

The President or Treasurer of the group should then fill out the refund form located in SUMS in the Overview Dashboard. It is vital that all the details submitted on the form are correct or the form will be rejected, and you will be asked to resubmit the form.

Types of refunds

Individual Refund	There are many reasons an individual may want a refund for a product, such as injury and inability to attend anymore, change of their plans, bought too many tickets, etc. When this occurs, you can submit an individual refund.
Mass Refund	If an event has been cancelled or your members are owed a refund, you can request a Mass Refund (all purchases) to speed up the process of getting the refunds actions.
Mass Refund (partial amount)	Events can be non-refundable or only partially refundable because part of the supply chain also being non-refundable. This means you may want to issue all purchases only a partial refund for a certain amount.
Mass Refund (select individuals)	When you want to refund many individuals for a specific product, you can provide the Union with a list of specific individuals who you want to refund out. You can attach this list as a spreadsheet to your refund request.