You can refund any collected payment yourself. Refunds are your call — you're not required to issue one outside your cancellation terms, and you can choose to anyway.
How to refund
- Go to Finance → Payments.
- Select the payment.
- Select Refund in the Payment Details panel.
- Confirm in the Refund Payment dialog.
The money returns to the card the client originally used. It can't be sent anywhere else.
Refund statuses
| Status | What it means |
|---|---|
| Pending | Started and processing. Funds haven't returned yet |
| Requires Action | Something else is needed before it can complete. Contact support |
| Refunded | Complete. Funds are on their way back to the client's card |
| Failed | The attempt didn't work and no money moved. Contact support |
| Canceled | The refund won't be processed. No money returns |
How long it takes
Once the status is Refunded, the money is on its way. How quickly it shows on the client's statement is up to their bank — usually a few business days, sometimes longer. If a client says they haven't received it, the Refunded status is what to point them at.
Refunds that happen automatically
You don't have to issue these yourself:
- A client dropping a booking within your cancellation window is refunded automatically
- On a deposit booking cancelled after the window, a paid remainder is refunded and the deposit is forfeited
See When a Client Drops or Cancels.
Fees on a refunded payment
Refunding returns the client's money. It doesn't recover the card processing cost on the original payment. Worth factoring in on a goodwill refund of a large amount.
If the payout has already gone out
Refunding a payment already transferred to your bank is deducted from your balance or from upcoming payouts. If your balance is empty, the deduction comes out of the next payments you collect.
When to do it anyway
Sometimes refunding outside your terms is the right call — a genuine emergency, a venue cancellation, or a mistake on your side. It costs you the booking, but a client who was treated well when something went wrong is the one who recommends you.