Cancellation and refund process for multi-organizations orders (club + PTSO + NSO)

PTSO = Provincial / Territorial Sport Organization NSO = National Sport Organization

Each organization is responsible for approving and processing the fees associated with their level of the order: 

• CLUB FEE: Once approved by the club, a refund is issued online to the purchaser's credit card via the club admin dashboard 
• PTSO FEE: Once approved by the PTSO, a refund is issued online to the purchaser's credit card via the PTSO admin dashboard 
• NSO FEE: Once approved by the NSO, a refund is issued online to the purchaser's credit card via the NSO admin dashboard 

Cancellation / Refund Process

The club, the PTSO, and the NSO must execute their assigned step(s) below to successfully cancel and refund a participant's club program, PTSO membership, and SSC membership. The club (or assisting PTSO) is responsible for initiating the cancellation / refund process. 

STEP 1: CLUB

• Cancel and refund the club program. CLICK HERE to access the setup-by-step refund guide
  • By changing the status to Refunded (cancelled), the club program will be cancelled and refunded
  • The club has the option to absorb the initial processing fee or charge the initial processing fee to the purchaser
• Using this email template, send a cancellation / refund request to your PTSO representative.

STEP 2: PTSO

• Cancel and refund the PTSO membership. CLICK HERE to access the setup-by-step refund guide
  • By changing the status to Refunded (cancelled), the PTSO membership will be cancelled and refunded
  • The PTSO has the option to absorb the initial processing fee or charge the initial processing fee to the purchaser
• If the request is coming from the club: Once the PTSO membership has been successfully cancelled and refunded, forward the club's cancellation / refund request email to the NSO
• If the PTSO is initiating the request:  
• Using this email template, send a cancellation / refund request to your NSO representative.

STEP 3: NSO

• Cancel and refund the NSO membership. CLICK HERE to access the setup-by-step refund guide
• Ensure a follow-up via email with the PTSO and the club

Email Template

To: PTSO/NSO representative

Subject: CLUB or PTSO Name: Cancellation / Refund Request

Hello, 

My name is (your name) and I am an admin for (club name / ptso name). Could you kindly cancel and refund the PTSO/NSO membership for the following participant: 

• Participant's full name:
• User email: 
• Date of birth: 
• Current membership type:
• Reason for cancellation / refund: 

Thank you in advance,