Refund
Request a refund for a cancelled event or a participation you cancelled in time.
See the process →Payments FAQ
Which payment methods do you accept?
Visa, Mastercard, American Express, and Bancontact in Belgium. Available methods are shown at checkout.
Why is there a 13% service fee?
This fee (minimum €0.35) covers Stripe processing costs and the SquadUp platform commission. It is shown clearly before validation, and lets the organiser receive the full price they set.
Is my card data secure?
Yes. All payments are processed by Stripe, PCI DSS Level 1 certified, the highest standard in the industry. SquadUp never stores your full card number or CVV.
My card was declined, what should I do?
Check that your card hasn't expired, that you have sufficient funds, and that online payments are allowed. If the problem persists, contact your bank or write to us.
I was charged twice.
This can happen during a timeout. The second charge is often a temporary authorisation that will be released within 7 days. Send us the Stripe ID and we will check.
Refunds FAQ
How do I request a refund?
First contact the organiser via the event chat. If they agree, they can trigger the refund directly. Otherwise, write to [email protected] with your transaction ID.
How long until I receive the refund?
5 to 10 business days, depending on your bank. The amount returns to the original payment method.
Are Stripe fees refunded?
Stripe does not refund its processing fees, so the refunded amount may be slightly lower than the original payment. This is specified in the Terms.
The event was cancelled. Am I refunded automatically?
Yes, in case of cancellation by the organiser, the refund is triggered automatically. You receive a confirmation email.
App & Squads FAQ
How do I create a squad?
Open the app, tap '+ New team', name your squad, pick a colour and invite your friends by shareable link, email or username.
How many squads can I create?
No limit. Create one per group of friends, per activity (sports, trips, outings, culture), or per destination.
How do I propose a date with the poll?
In the squad, tap 'New poll', add several time slots, and everyone votes. The winning slot automatically becomes an event.
Can I join a squad without an invitation?
No. All squads are private and require an invitation link or an existing member to add you.
Organisers FAQ
How do I become a paid organiser?
In your event settings, enable 'Paid event'. You'll be redirected to Stripe to create a connected account (5 minutes), with your identity and IBAN.
When am I paid?
Stripe pays out the funds to your account based on the schedule chosen in your Stripe dashboard: daily, weekly or monthly. The default delay is 7 days after payment.
Can I refund a participant myself?
Yes. In the participant list, open a transaction and tap 'Refund'. The amount goes back to the participant's card.
Which documents does Stripe ask me?
For individuals: ID and proof of address. For associations / companies: BCE extract and articles. This is to comply with anti-money laundering rules.
Didn't find your answer?
Write to us, we read every message. Most requests get a reply within 24 hours, guaranteed within 48 business hours.