For any refunds relating to student groups, it is up to the group's committee to approve the refund before the Student Opportunities team can process it.


Some things to think about...


Membership RefundsProduct / Ticket Refunds

If a member requests a refund for their membership you should consider the following things:

  • How long has the individual been a member so have they had the opportunity to access your activity already?
  • Have they got anything out of being a member of your group i.e. kit?
  • We would recommend that you offer only full refunds until the end of the third week of each term and part refunds until the end of the sixth week of each term as by then, the member would have been able to access a sizable proportion of your activity. 
  • Why have they requested a refund? We would recommend the following reasons would be sufficient for a student group to grant a refund:
  • Injury or long term illness which means the individual is no longer able to take part in the activity
  • Bereavement, especially which necessitates a change in circumstances
  • Being unable to access most of the group’s activity due to a change in circumstances outside of the individual’s control e.g. living arrangements, a change in academic hours or hardship.
  • Do you have enough funds in your account? We are unable to process any refunds if you do not have the funds.



If a member requests a refund for a product or ticket purchased, you should consider the following things:


  • If you have already had a significant outlay and a refund would therefore make the event financially unviable, you wouldn’t be able to issue the refund. For example, if you have an event that you have sold tickets for, and refunding a ticket would mean that the costs for the event would no longer be covered and the event has already been paid for, you would not be able to issue the refund. 
  • Any clothing, kit or merchandise is not refundable at the point the order has been made. Personalised merchandise or kit should not be refunded.
  • Was the product advertised as non-refundable?
  • If the product or ticket links to costs committed to an external company i.e. venue hire for an event, then refunds may be possible but is dependent on the terms and conditions of the company.
  • If this is for a trip / tour, then if the cost has already been committed i.e. a flight deposit or payment then it wouldn’t be possible to issue the refund
  • Do you have enough funds in your account? We are unable to process any refunds if you do not have the funds.




What do you need to do?


Multiple RefundsPart RefundsFull Refunds
If you are planning on refunding everyone who purchased a particular item i.e. the event got cancelled or the merchandise was never ordered then the Treasurer or President should submit a ticket on Freshdesk with the following information:

  • Item to be refunded
  • Confirmation of the amount that needs to be refunded
  • No. of people you are expecting to refund
  • Reason for refunding


Please note, this method is only possible if you are refunding the full amount of the product purchased.

A part refund is where someone will be refunded a portion of the cost of the product or membership purchased.

1. The individual to be refunded needs to fill out this form.
2. This form will get emailed to your student group account (ending in @royalholloway.su)
3. Respond to the email to confirm with the individual that you are happy to approve it or the rationale behind not approving the refund
4. If you are happy to approve the refund, then please forward it to [email protected] to be processed

Please note, this method follows a process similar to an expense claim, where the individual provides us with bank details to return the funds to		A full refund is where someone will be refunded the full cost of the product or membership purchased.

1. The individual to be refunded needs to fill out this form.
2. This form will get emailed to your student group account (ending in @royalholloway.su)
3. Respond to the email to confirm with the individual that you are happy to approve it or the rationale behind not approving the refund
4. If you are happy to approve the refund, then please forward it to [email protected] to be processed

Please note, the funds will be returned to the account used to purchase the product. If these details have expired then the part refund method will be followed.