Documentation
First membership purchase refunds
A first membership purchase may be refunded within 14 calendar days only when no desk visit or room booking has been used. Staff must review the request. Subsequent renewals are not covered by this first-purchase policy, and an assistant cannot promise that a payment has been returned.
Eligibility
Read all parts of the condition together: the purchase must be the first membership purchase, the request must be within fourteen calendar days, and no desk visit or room booking may have been used. Being within fourteen days does not remove the no-usage condition. An unused room credit balance also does not prove that no desk visit occurred.
For example, a person who bought a membership nine days ago and has already attended a desk day does not meet the stated unused-membership condition. A person discussing an unused first purchase still needs staff review rather than a guaranteed refund completion.
Request steps
- Find the first-purchase confirmation and date.
- Identify the membership and account involved.
- Explain whether any desk visit or room booking has been used.
- Contact membership support with the request and relevant confirmation.
- Keep the staff response and any actual payment confirmation separately.
These steps help staff understand the request. Sending a message or opening a policy page is not proof that the review has happened or that funds have arrived.
Renewal is a different task
The renewal guide explains how to stop a future charge with the applicable notice. Stopping renewal leaves access through a paid term and does not automatically refund that term. A room refund and a day-pass refund also have their own deadlines, so name the type of purchase when asking for help.
What to expect from guidance
Support can explain the conditions and direct you to the correct process. It should not treat another customer's waived fee or pending review as a general exception. If your circumstances are not covered by the published conditions, describe them to staff without assuming that a review will have a particular outcome.