Sometimes we change our mind about what we want. Some other times, external agents make the decisions for us and what we wanted is no longer possible. The same happens with our requests. You may realize that a resource you requested is no longer of any interest to you. Or, on the other hand, that a course or event that you did want got cancelled and the organizer is offering a refund. Whatever the case may be, in our mission to make things easier for you, we want to make sure we have a solution for it.
If you have come to the conclusion that you no longer want to complete your request, you don't need to worry: We will not charge you until your card has been used and your request is completed. Therefore, if you change your mind and decide to cancel your request, you will not be charged for it.
The plot thickens slightly when this happens after the request has been completed and charged. Why is that? Because by then, third parties are involved and we are tied to the providers' refund policies.
If this is the case, we will do everything in our power to help you get a refund, but if the provider has a no-cancellation policy, unfortunately we will not be able to give you a refund for that resource. However, if the provider's policies allow it, as soon as the refund becomes effective, we will also issue one to you for the full amount, without charging you any fees at all.
Furthermore, it could also be the case that a course or event you booked has been cancelled. This can happen due to many reasons: the professor is no longer available, there's not enough quorum, or many other reasons. If this is the case, providers usually come up with different solutions which they offer you in their apology/cancellation email, and we are always happy to help you take full advantage of this solution, whatever it may be. Therefore, we will be sure to either issue a full refund or liaise with the provider to help find the best options for you.
If you have any issues at all with any of your requests, or have other questions or comments, please do not hesitate to contact us at email@example.com or through the Concierge feature via the green button at the bottom right corner of your Sunlight account.