How many registrants typically accept the offer?

The acceptance rate depends on a variety of factors, including session cost and time until the start date. For example, a hockey camp might expect a higher sales rate than a debate camp.

Who handles customer service?

All customer service related to ACTIVE Refund is managed by ACTIVE Support. Their fully trained staff deliver a consistently exceptional and professional service to your customers. Refund requests and other consumer inquiries are processed entirely by ACTIVE Network. In the event you are contacted by a customer, simply direct them to ACTIVE Support for a quick resolution.

How does this benefit me as a director?

ACTIVE Refund is the solution to your cancellation policy decisions. It provides registrants with flexibility and organizations the ability to maximize revenue.

• Attractive Offering for Registrants: Provide a flexible refund option for your customers without losing earned revenue.
• Protect Your Organization with A Strict Refund Policy: Create more stringent refund policies while pointing to ACTIVE Refund as the only available option for your customers.

How does a customer submit a refund request?

Each registrant should have received a confirmation email with a link to submit their refund request. Simply refer all registrants to this email to begin the refund process.

When a customer submits a successful refund request, how is payment delivered?

Don’t worry about complicated transactions. ACTIVE Refund transfers the funds directly to the customer’s account and cancels the registration to your program or session. This allows you the option to sell this spot to another prospective registrant.

When a customer submits a successful refund request, what happens to the spot in my program?

When a refund request has been successfully submitted via refund.active.com, the session or activity registration will be automatically cancelled without any action needed from you. The spot is then open to new registrants if desired.

Can a customer cancel their ACTIVE Refund post-purchase?

No, ACTIVE Refund is a final-sale purchase and non-refundable.

Can a customer purchase ACTIVE Refund after they have completed their transaction?

No, ACTIVE Refund must be purchased during registration. Prominent placement and required response ensure that registrants are aware of the offer during their transaction.

My session allows payment after the start date. Will ACTIVE Refund still display?

With ACTIVE Refund, all requests must be submitted 48 hours prior to the start of the session or activity. The ACTIVE Refund offer will not display within 72 hours of the start date of the event.

What if a participant transfers sessions and/or defers to next year?

If a registrant chooses to transfer to a different session, a purchased ACTIVE Refund product does not apply to their new session. However, if you transfer registrants as a normal part of your business operations and without registrant input (e.g. balancing a session by moving all Tuesday participants to Wednesday), ACTIVE Refund does stay active. ACTIVE Refund is applied as a sub-line item under each session or participant registration. Even in purchasing multiple sessions at once, ACTIVE Refund institutes “All or Nothing Coverage”. The registrant must purchase coverage for all sessions/ participants at once under a single transaction.

What if my session is cancelled?

ACTIVE Refund is strictly for participants that purchase it. Any requests submitted due to activity cancellation, postponement, or transformation to a virtual activity are only eligible to receive a refund of the ACTIVE Refund fee paid. The registration fee will not be refunded by ACTIVE Refund.

Are registrants required to purchase ACTIVE Refund?

Absolutely not. ACTIVE Refund is an optional addition for participants.

What is the cost to the registrant?

Cost to registrant is proportional to the cost of the registration, session, event or activity. Prices may vary.

Where does the offer appear?

The offer text and opt-in are served on the cart page (immediately following the Order Details summary). ACTIVE Refund parameters are available in detail, ensuring customers are fully informed at the time of purchase and via post-purchase confirmation.

When do I receive my revenue share?

You will be paid within 90 days from the end of each calendar quarter for events that occurred in the prior calendar quarter following the integration of the offer and receipt of revenue share opt-in.

How do I opt-in to revenue share?

Contact your account manager to kick off the addendum process to your existing contract.

How is the revenue share calculated?

You can receive 15% of net revenue collected from Active Refund product sales less any taxes, payment processing fees, chargebacks, refunds of the Active Refund fee and refunds of registration fees to the customer. Please refer to the addendum for full details.