Cancel, refund or move a booking

What you can do from the dashboard, and what customers can do themselves.

To cancel or refund a booking, open it from Bookings, All bookings. To move it, open its session, either in the calendar or with View session → in the booking panel. Each booking on the session has Move and Cancel.

Cancelling a booking

Click Cancel booking, add a reason if you like, and click Confirm cancel. The place opens up and anyone on the waitlist is emailed (unless the session starts within two hours). If it was paid with a pack, the session goes back on the pack.

Cancelling doesn't refund the customer or email them. If they should get their money back, issue a refund as well, and let them know.

Refunding

Click Issue refund and choose how much to refund, up to what they paid. If they paid partly with a gift card, you can put that part back on the card. A full refund also cancels the booking and emails the customer. A part refund doesn't cancel the booking or email them.

By default only Admins can refund, and cancelling a paid booking needs the same permission. An Admin can give it to other roles: in the sidebar, open Staff, then the Roles & permissions tab.

Moving a booking

On the session, click Move next to the booking, pick the new session and click Move booking. Only sessions of the same type with space will work. Moving doesn't email the customer, so let them know.

What customers can do

The confirmation email for an online booking has a link to manage it. Depending on your booking rules, customers can cancel (and get a refund, a gift card or nothing) or move it once to another time. They get an email either way. Nothing can be changed once the session has started.