Refunds and cancellations
The rule money is held to here: no charge without something delivered behind it - and what to do when something has gone wrong.
The rule everything else here follows from is short: a charge never exists without something deliverable behind it. Money and the thing you bought are not allowed to come apart, and if they ever do, the money comes back rather than sitting with us while it is worked out.
The three guarantees
- No charge without a place for your child behind it. If we cannot deliver it, it is not charged for.
- No double charge. If a payment is duplicated, the duplicate is reversed - you should not have to notice it first, though do tell us if you do.
- Every payment reconciles to exactly one booking, or it is returned. There is no third outcome where a payment simply sits unaccounted for.
This is also why you may see a payment authorised before it is taken. The amount is held when you book and only actually captured when the place is issued - so a booking that cannot be honoured releases rather than charging you and refunding you afterwards.
What can trigger a cancellation
- You cancel.
- A duplicate payment is reversed.
- A bank dispute or chargeback is raised.
- A booking was made in error - a wrong roster entry, a wrong child.
- Fraud.
If a dispute is later decided in your favour, the place is reinstated as a fully discounted booking rather than as a negotiation. You do not pay twice to get back something you already paid for.
What this page does not tell you
It gives you no refund window, no number of days and no percentage - because none is published, and a help page is the wrong place for a commercial term to first appear. If you read one here you would be entitled to hold us to it, and we are not going to put you in the position of relying on something nobody agreed.
So for anything specific about a payment you have made, write to hello@trupreboards.com with the details. A person answers, and the guarantees above are what they are working to.
One thing we never hold
Your card. Card and account numbers are never stored by us - payments run through the gateway and what we keep is a token that refers to the transaction, not the instrument. There is no card number here to leak.
Sources
Facts last checked against these sources on 17 September 2026.
About the author
Founder Member & Director
An MBA (Finance and Strategy) with over 16 years across strategy, technology and operations. At TRUtesting he makes sure the platform is built to serve schools reliably and at scale.
Prabhjeet Singh on LinkedIn
