Refunds and returns
What happens when a booking is cancelled, a charge is wrong, or a payment does not land where it should.
What you pay for
There are two kinds of payment on MemberOne, and they refund differently.
- Top-ups. Money you add to your member wallet by card. Nothing is bought at this point — the money is credited to your wallet, ready to spend at your club.
- Club charges. Guest fees, carts, competition entries, pro shop purchases, food and drink, and anything else your club sells, paid from that wallet balance or by card.
Cancelled bookings
Cancel a booking inside your club’s cancellation window and the full amount is returned to your wallet immediately, with a refund line written to your statement. Nothing has to be claimed and nobody has to approve it.
Outside that window, your club’s cancellation rules apply. The window, and any fee your club charges for a late cancellation, are set by your club rather than by MemberOne — your club’s office can tell you what they are.
Purchases at club outlets
Goods and services bought at the pro shop, halfway house, bar or restaurant are sold to you by your club, so your club’s own returns policy applies, alongside your rights under the Consumer Protection Act, 2008. Raise it with the outlet or the club office. Where the club agrees a refund, we reverse the charge to your wallet on the club’s instruction and it appears on your statement.
Incorrect, duplicate or unauthorised charges
Every movement on your wallet is written to a transaction ledger. If a charge looks wrong — a duplicate, an amount you do not recognise, a member discount that was not applied — tell us at support@memberone.co.za or tell your club, and we will investigate against that record.
- We acknowledge a refund query within two working days.
- We aim to resolve it within ten working days, and will tell you if a club decision is what it is waiting on.
- Where a charge was taken in error, the correction is returned to your wallet as soon as it is confirmed.
Failed or duplicated top-ups
Top-ups are processed by a third-party payment gateway on hosted checkout. If the gateway declines a card, no money leaves your account and no wallet credit is created. If your card is debited but the wallet is not credited, contact us and we will correct it within five working days of confirming it with the gateway.
Refunds to your card
Refunds are normally returned to your wallet, because that is where the money was spent from. Where a top-up itself was taken in error or in duplicate, or where your club’s rules or the law require it, we reverse the payment to the card that was originally used — we cannot send it to a different card or account. Card reversals are processed by the gateway and typically reflect within five to ten working days, depending on your bank.
When your membership ends
Your wallet is a club account. What happens to a remaining balance when you leave the club, or when your membership lapses, is governed by your club’s rules — ask your club office, which can instruct us accordingly.
Cancelling a club’s subscription
Clubs contract with MemberOne separately. Notice periods, fees already invoiced and the treatment of member balances on exit are dealt with in the club’s written agreement, not by this page.
How to raise a refund
Email support@memberone.co.za, or call 078 518 9464, with your name, your club, the date and amount of the transaction and what you believe went wrong. If your query is with the club rather than with the platform — a late-cancellation fee, or something bought at an outlet — we will tell you and point you at the right person rather than sitting on it.
Nothing on this page limits your rights under the Consumer Protection Act, 2008 or any other South African law.
Contact
MemberOne (Pty) Ltd
Registration number 2026/094358/07
33A Westwood Street, Melrose, Johannesburg
South Africa
078 518 9464 · support@memberone.co.za · hello@memberone.co.za
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