HELP & MORE
Thank you for being a valued part of the ActiveFun community (accessible via https://activefun.com). We strive to create a seamless, trusted marketplace connecting families with exceptional local sports, recreation, and youth activities across South Holland.
Because our platform hosts independent third-party Activity Providers (such as sports clubs, swimming academies, and private coaches), refund eligibility depends on the type of transaction made. This Refund Policy outlines the conditions, processes, and limitations regarding cancellations and refunds on our Platform.
To understand your refund rights, please identify the nature of your payment:
When you purchase a class, camp, clinic, or membership through ActiveFun, your payment goes directly to the independent Activity Provider organizing the event.
Provider Policies Govern: Each individual business listing sets its own cancellation and refund rules (e.g., “Full refund up to 7 days before camp starts” or “No refunds for missed sessions”). You are bound by the provider’s specific terms displayed at the time of checkout.
ActiveFun’s Role: ActiveFun acts strictly as a neutral payment escrow and platform venue. We do not establish, control, or alter individual club refund policies, nor are we legally liable for service cancellations, weather disruptions, or provider absences.
Any booking fees, premium family membership subscriptions, or marketplace listing promotion fees paid directly to ActiveFun.com are handled according to standard European digital consumer laws.
Provider Cancellation: If an Activity Provider completely cancels a scheduled camp or coaching clinic and does not offer a reasonable makeup date or alternative venue, you are entitled to a full refund of the base booking cost.
Platform Subscription Cooling-Off Period: Under European Union consumer protection laws, if you purchase a premium digital subscription directly from ActiveFun, you have the right to cancel your subscription within 14 days of purchase ("cooling-off period") for a full refund, provided you have not actively utilized the premium features during that time.
Change of Mind / No-Shows: Refunds will not be issued if a child chooses not to attend a session, or misses a class due to standard personal scheduling conflicts, unless explicitly permitted by the Activity Provider’s internal policy.
Force Majeure Events: Severe weather conditions (e.g., field flooding), government mandates, or unexpected venue closures out of the provider's control are subject to the provider’s rescheduling policies rather than automatic cash refunds.
To ensure your request is tracked and processed securely, users must follow these standard steps:
Review the Listing Policy: Check your booking confirmation email to verify the specific cancellation window set by your Activity Provider.
Submit via the Dashboard: Log into your parent account, navigate to My Bookings, select the relevant activity, and click "Request Cancellation/Refund."
Direct Merchant Contact: Your request will be instantly routed to the Activity Provider. We highly encourage parents to utilize our internal direct messaging system to coordinate amicably with the club or coach regarding alternative options or makeup sessions.
Platform Escalation: If an Activity Provider officially approves your refund request or cancels an event but fails to initiate the refund through their dashboard within 5 business days, you may escalate the issue to our support team at refunds@activefun.com.
Once a refund is officially authorized by the Activity Provider or ActiveFun:
Reversal Route: The funds will automatically be credited back to the original payment method used during checkout (e.g., iDEAL, credit card, or SEPA bank transfer). For security and anti-money laundering compliance, we cannot issue refunds to alternative bank accounts or cards.
Timeframe: While our system processes the reversal immediately, it typically takes 5 to 10 business days for the funds to reflect on your bank statement, depending on your financial institution's processing speeds.
Immediate Allocation to the Social Fund: When opting into the "Round-Up" feature via our secure payment infrastructure (such as Stripe or iDEAL) at checkout, you expressly authorize the platform to categorize the incremental fractional difference above the base fee as a voluntary micro-donation. These funds are instantly routed and unalterably allocated to the ActiveFun Youth Sports & Arts Inclusivity Fund to finance equipment pools, club dues, and musical instruments for low-income families.
Irrevocability and Non-Refundable Status: Because these micro-donations are instantly separated from operational commercial balances and integrated into our charitable capital ledger, all such contributions are absolute, final, and non-refundable.
Third-Party Cancellation Insulation: In the event that a primary activity booking, camp, or training clinic is cancelled, postponed, or reversed by an independent Activity Provider due to schedule changes or force majeure, your right to financial recovery is strictly confined to the base price of the commercial booking. The voluntary micro-donation portion will not be refunded, reversed, or credited back under any circumstances, as its charitable distribution sequence is permanently executed upon initial transaction clearance.
To prevent platform abuse and protect our small business partners (the local clubs and trainers), ActiveFun enforces the following limitations:
Non-Refundable Transaction Fees: Depending on the specific checkout structure, payment processing gate fees (e.g., standard iDEAL or Stripe micro-transaction fees) may be non-refundable, as these charges are consumed by the banking networks instantly upon payment execution.
Marketplace Item Disclaimer: All physical sports gear purchased peer-to-peer via our local marketplace is sold strictly "as-is." ActiveFun does not manage, mediate, or issue refunds for physical items traded between independent parents. All marketplace trades are final.
Abuse Policy: We reserve the right to flag, restrict, or permanently terminate accounts that exhibit predatory behavior, such as a consistent pattern of booking events and exploiting cancellation windows to disrupt local club scheduling.
Immediate Allocation to the Social Fund: When opting into the "Round-Up" feature via our secure payment infrastructure (such as Stripe or iDEAL) at checkout, you expressly authorize the platform to categorize the incremental fractional difference above the base fee as a voluntary micro-donation. These funds are instantly routed and unalterably allocated to the ActiveFun Youth Sports & Arts Inclusivity Fund to finance equipment pools, club dues, and musical instruments for low-income families.
Irrevocability and Non-Refundable Status: Because these micro-donations are instantly separated from operational commercial balances and integrated into our charitable capital ledger, all such contributions are absolute, final, and non-refundable.
Third-Party Cancellation Insulation: In the event that a primary activity booking, camp, or training clinic is cancelled, postponed, or reversed by an independent Activity Provider due to schedule changes or force majeure, your right to financial recovery is strictly confined to the base price of the commercial booking. The voluntary micro-donation portion will not be refunded, reversed, or credited back under any circumstances, as its charitable distribution sequence is permanently executed upon initial transaction clearance.
If you have any operational questions regarding an ongoing transaction, or if you believe a refund has been wrongfully withheld by a commercial provider on our platform, please reach out to us at:
ActiveFun Support Team
Email Box: refunds@activefun.com
Location Tracking: Rijswijk, South Holland, the Netherlands
