As we near the end of Q4 and the start of a new Q1, we’re excited to share updates from Product & Engineering at UltraSignup.
Product Releases
🚀 Refund Guarantee Will Release Next Month
UltraSignup's Refund Guarantee program will launch to January 22. Over the next 60 days, we'll closely monitor user behavior, adoption, and gather feedback from participants and race directors. After this period, we'll follow up with a insights to help you better understand the product's impact, any adjustments we're making to the program, and its concrete benefits for your events.
- UltraSignup's Refund Guarantee is an opt-in opportunity at checkout. If a runner chooses to purchase Refund Guarantee, they will be able to cancel their registration for any reason up to 24 hours in advance of the event. They’ll receive 80% of their registration back.
- As a Race Director you’ll keep the original registration amount and can open a place for another runner.
- All of the administrative work is handled directly with the runner, reducing the burden on you and your team.
- We’re aware that some of you may have other refund practices, so we’ve made it easy to toggle the offering off in your Event settings for each event. If you do, runners will not see the option at checkout.
- In addition to the points above we’ll send an announcement once Refund Guarantee launches. It will include instructions for how to toggle it off, if you so choose.
What to expect at launch
Upon launch you’ll find an additional setting in your Event Edit - General tab. There will be a new Refund Protection section where you can adjust settings according to your preference
Managing Refund Guarantee Settings
Refund Guarantee will be “on” by default, but you can use these settings to change that behavior.
When “off” — (Hide refund protection option)
Participants will not see Refund Guarantee when registering for your event. Everything you currently do regarding cancelations and refund requests from participants remains as it is today.
When “on” — (Show refund protection option)
When refund protection is “on” for your event, a participant will see an additional panel in their cart summary which allows them to opt-in (if they choose) to including Refund Guarantee in their purchase.
What do RDs need to do?
For most RDs there’s nothing you need to do.
Responding to Participant Questions
Participants who opt-in will have the added ability to cancel for any reason up to 24 hours before the race. They’ll do this through an email they receive after registration. When a participant requests a refund, their registration will automatically be canceled in our system so that your information and ours stays in sync.
When a participant is issued a refund, you keep the full registration amount. The 80% refund is paid directly to the participant from UltraSignup.
If a participant asks about refunds you can point them to their email and to UltraSignup to verify whether or not they purchased Refund Guarantee.
Turning it off
If you have specific refund policies and practices that may mean you want to turn Refund Guarantee “off” for your events. You can find this self-serve setting in your Event settings (shown above) or reach out to our team to help.
FAQs
We have a set of frequently asked questions and will add to this based on questions we get from RDs.
🚀 Adyen Will Release This Week
Adyen is our new payment processor. We’ll begin onboarding race directors in waves starting in January. We’ll reach out with more information about this in the new year. In the meantime, we’ve optimized several systems to support our existing payment processors, particularly for races with larger volume openings.
What's Ahead?
We're excited to continue to share our roadmap as it evolves. Here's what we have coming up.
- Payments — Onboarding races to Adyen, our new payment processor, will begin in January. More details to come.
- Discoverability — The first in a series of improvements to our Search experience will add data points to search and improve the way that search displays and functions.
- Data insights — Leveraging an enhanced ranking method (in addition to our existing Rank) to surface improved insights about races and athletes.
- Platform stability and performance — we're planning a series of improvements, bug fixes, and redesign work to strengthen the platform. More to come on these as 2026 gets under way.
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