Removing Members and Its Implications

As a Community Manager, you have full control over managing who is part of your community. Removing a member may happen in different situations, such as when they request to cancel, when their subscription ends, or if they no longer follow your community’s guidelines.

When you remove a member:

They will automatically lose access to your community and its benefits.
They will be notified by email, so the change is clear to them.
It helps you maintain a safe, engaged, and supportive environment for your active members.

If a refund is connected to the removal, handling it thoughtfully helps build trust and ensures members feel valued, even if they leave. By keeping your community space focused on those who are truly engaged, you create a stronger and more positive experience for everyone.

How to cancel a member's subscription

Go to Community > Members
Locate the paid member by entering their email address in the Search bar
Click the member's name
Click the three dots and select "Remove Member"

The member will be notified via email about their membership removal, and they'll no longer have access to the community.

Note: If the member wishes to retain access to the community until the end of the billing cycle, we encourage the member to cancel the subscription within the Member portal instead of requesting the admin to remove them. Visit this article to learn more about how a member may cancel his/her subscription.

Issuing a member refund

You can easily manage refund requests directly from the Money tab in your Manager Portal. Once you submit a request, our team will review it, and you’ll be notified of the outcome.

Please note that all refund requests should first be discussed and agreed upon between you and your member. Refunds will only move forward once they have your approval as the Community Creator/Manager.

To learn more about Nas.io's refund policy, visit our Terms of Service page, section 7. B.

Important: All refunds should be requested through our team, and we’ll process them on a case-by-case basis. Your member will always receive the full refund amount, while a 4.4% + $0.50 USD Stripe processing fee (per refund) will be deducted from your next payout cycle. For a complete breakdown of fees, you can view our Nas.io Fee Structure.

(Please note that Stripe does not return the 4.4% + $0.50 USD processing fee on transactions. This fee is absorbed by the Community Creator/Manager as part of the refund process.)

How to issue a refund

Navigate to Money -> Transactions
Find the specific transaction that you want to refund and click to view the details of the transaction in the side sheet.
Select "Request Refund"
Select a reason for the refund and submit the request.

✅ If Approved:
You’ll receive an email notification as soon as your refund request is processed. Our team typically processes requests within 1–2 business days (Monday to Friday). For requests submitted on weekends, processing may take 2–3 business days. Once completed, please allow 5–10 business days for the amount to reflect in your member’s bank account.

❌ If Not Approved:
If your request cannot be approved, our team will personally reach out to explain the situation and guide you on the next steps.

Note:

There's no minimum amount required for refund requests. As long as the community manager officially submits a refund request ticket, the refund can be processed.

Refund requests submitted by community managers on the 29th, 30th, 31st, 1st, and 2nd of the following month may take 3-5 business days to process.

FAQs for Refunds

Can you still process a refund for the previous month's transaction?

We normally don’t process refunds for transactions from the previous month since these have already been included in your payout. However, you’re still welcome to submit a refund ticket, and our team will carefully review it. Approval will depend on several factors, and we’ll keep you updated every step of the way.

I want to cancel a refund ticket I submitted. What should I do?

Refund requests cannot be canceled once submitted, as they are processed immediately. Since refunds are irreversible, please review carefully before submitting. Any non-refundable fees will be billed to the community manager.

Please ensure that before submitting a refund request, your decision is final.

The member asks for a refund, but I don't want to. What should I do?

Refunds are a mutual agreement between you and your member, and they should also align with your community’s refund policy. To ensure a smooth process, make sure to communicate your decision clearly with your member so expectations are managed on both sides.

Managing Member Cancellations & Refunds