Our refund policy has been developed and refined in conjunction with our growing number of customers, and our understanding of the ticketing/e-commerce landscape. We used to give refunds “no questions asked,” however, our financial controller realized that there had been a significant number of instances where we’d refunded a customer who had then either (a) used the voucher him/herself or (b) given it to a friend who used it or (c) sold the voucher on websites such as Craigslist. In short, refunded vouchers were being used with increasing frequency. Even though in most cases there’s absolutely no bad intent (we believe the great, great majority of people are good and genuinely forget that they have transferred the voucher or been refunded for it), given our agreement with the merchant, we have had to pay the merchant out on the used voucher [per our agreement with them] - even though we refunded our member - and pulsd has taken a loss for the full amount of the voucher.
terms of service
clearly states that we do NOT offer refunds, reviewing cases individually allows us to make exceptions where they are due. We strive to serve each of our customers with respect and fairness, which is why we have developed our case by case review strategy, for each refund request.
Our refund policy is also a way for us to continue bringing the best possible people to our merchants, as we work to create a positive experience for them by connecting them to the pulsd community. When it comes to refunds, each merchant has different rules and exceptions, and our case by case review policy allows us to work with each customer and merchant on a personal level, in order to design the best solution for both parties, depending on the issue at hand.
The main factors that affect whether or not we are able to refund a purchase include:
1) The merchant in question: Each merchant has their own specific refund policy, and a differing level of leniency when it comes to offering refunds. When we review your case, we’ll be able to speak with the merchant in question and request a refund on your behalf, depending on the information we have about the situation.
2) The time since purchase: Timing is a very important factor when we assess the situation and make a decision about whether or not we are able to offer a refund. When people request refunds for experiences purchased several months or years ago, we are obviously not able to give a refund because the window for redemption has ended.
3) Your history with pulsd: While 99.9% of our customers are amazing and honest, we do sometimes see people who are trying to cheat the system, by requesting refunds for every item they have purchased. It is important to remember that we at pulsd are humans who deal with every single refund request, and we will notice if we see the same name two, three, seven…. or nine times, requesting refunds again and again. We kindly ask that people who seek refunds on each and every purchase, take their less than upstanding behavior elsewhere.
The following explanation of situations involving refund requests is intended to help individuals seeking refunds to decide whether or not their request will be granted. This saves time on both sides, in helping customers understand the rationale behind the majority of our refund decisions.
1) $49 Ticket To An Event
Our customer wrote to us minutes after making a purchase, saying they found they had a conflict with the event, and would not be able to attend. In this case, because the event was still a week away and had not yet reached capacity, we were able to offer a refund. We understand that mistakes sometimes happen with scheduling, and we try to be accomodating in situations like this, where the purchaser made us aware of his mistake immediately after purchasing, and there was room to refund based on the number of tickets still left to the event and the merchant’s willingness to give the customer a refund.
2) $89 Dinner For Two
This individual wrote in two weeks after purchasing the voucher, saying he realized he would not be using the voucher. We were not able to offer a refund because two weeks had passed since purchase, and we expect our customers to make the decision about whether or not they will use a voucher, before purchasing. We notified the individual that he could gift or sell the voucher, and we were happy to work with the merchant to extend the expiration date, in case scheduling was the issue.
3) $369 Laser Hair Removal Package
The merchant was unable to fulfill this request for laser hair removal, because he did not feel that the removal would be successful given the combination of the patient’s skin and hair type. We were able to refund the customer since the services were not delivered.
4) $299 Table Reservation on New Year’s Eve
The customer wrote in on March 4th 2014 saying they were dissatisfied with the service that they had received on December 31st 2013. We were unable to refund in this case because of the time elapsed since service. Depending on the amount of time since service, we are sometimes able to speak with all parties involved in order to figure out what happened and why the customer was dissatisfied. However, complaining about a service two months after redemption does not demonstrate immediate concern or dissatisfaction, and we are unable to offer refunds in such situations.