While each Provider is responsible for setting their own policies and terms for their business and activities, here are the following ways a parent can submit a refund for orders placed on the Sawyer Marketplace only:
Within the Marketplace cancellation window: If a parent submits a refund request within 24-48 hours of making a purchase on the marketplace, the Sawyer support team will handle the refund request. Sawyer’s support working business hours are Monday-Friday 9:00-5:00pm EST. If a parent request comes in after hours, it will be handled during the next business day.
Beyond the cancellation window: If a parent is beyond the Marketplace cancellation window, they are subject to the individual Provider policies and terms and will be redirected to you, the Provider, for a refund.
Issue with a service experience: We take parent feedback seriously. If for any reason a parent feels as if they’ve had a negative provider experience and/or have not received a response or resolution from you directly, they can submit a claim to [email protected].
When a claim is submitted, we will contact both parties to gather specific details as needed and try to mediate a quick and suitable resolution.
In the rare event that a resolution is not reached within 48 hours of the claim, Sawyer reserves the right to issue a refund to the parent on behalf of the Provider for the following reasons:
class cancellation
instructor no show
You as the Provider will be notified of any decision made and if/when a transaction or purchase has been refunded. Please note: parent refunds may take up to 10-15 business days to process.