Tariff refund policy in IZI

Tariff refund policy in IZI

The tariff refund policy is a setting inside each tariff card in IZI CRM that determines what happens automatically to unused time when a session is manually ended or cancelled. Three options are available: Retain balance (unused hours stay on the client’s tariff for the next visit), Return to bonus balance (converted into bonus credits the client can use toward future sessions), or Forfeit balance (unused time is voided with no compensation). You configure it per tariff under Tariffs → tariff card → Refund Policy. Changing the setting only affects future purchases — tariffs already sitting on client balances are processed under the policy that was active when they were bought.

Three refund policy options

Option	What happens to unused time	When to use it
Retain balance	Hours stay on the client’s tariff	Hourly tariffs, multipasses, standard packages
Return to bonus balance	Balance is converted to bonus credits proportionally	When you want funds to stay inside the club’s ecosystem
Forfeit balance	Unused time is voided, no compensation	Promo tariffs with session-only terms, fixed-window night packages

Retain balance

The most common and client-friendly option. If a client buys a 2-hour tariff, plays for 1 hour, and leaves — the remaining hour waits on their tariff until the next visit.

Standard choice for:

• Hourly tariffs (clients should not feel pressured to use all their time in one go)
• Multipasses — prepaid hour bundles where a carry-forward balance is the whole point
• Any tariff where the perception of “lost money” would hurt retention

Return to bonus balance

The unused remainder is converted into bonus credits — not real money, but a virtual account the client can use to partially pay for future sessions. The conversion rate (how many bonus credits per unit of unused time) is set in the tariff settings.

This keeps funds circulating within the club: money does not leave the system, it returns on the client’s next visit. A good middle ground between the full flexibility of retaining time and the strictness of forfeiting it.

Forfeit balance

The strictest option — unused time is voided when the session closes. The client receives nothing in return.

Appropriate for:

• Promo tariffs where the terms explicitly state “valid for this session only”
• Discounted packages where the price already accounts for partial use
• Fixed-window night packages (e.g., “5 hours from 23:00 to 08:00”) where carry-forward makes no operational sense

Important: if you apply Forfeit balance, communicate this clearly to the client at the point of sale. Unexpected loss of paid time is the most common source of front-desk disputes.

How the refund policy interacts with session cancellation

The refund policy triggers on manual end or session cancellation. For a normal session end — client leaves when the timer expires, or a multipass runs out — the tariff’s expiry conditions govern the outcome, not the refund policy.

If you need a cash refund (real money back to the client), that is a separate operation handled through an order in CRM, not through the refund policy. See: Refund for an unused session.

How it flows:

Session manually ended / cancelled
    └─ Is there unused time remaining?
           ├─ Yes → tariff refund policy applies
           │         ├─ Retain balance → hours stay on client's tariff
           │         ├─ Return to bonus balance → converted to bonus credits
           │         └─ Forfeit balance → unused time voided
           └─ No → nothing happens

Related pages

• Refund for an unused session — how to process a cash refund through an order
• Session cancellation — difference between cancellation and manual end, access rights
• Bonus balance — what it is and how it works with the refund policy
• Multipass — how the refund policy applies to prepaid hour bundles