Cancellations and refunds

Managing cancellations correctly is important for customer satisfaction and your reputation.

Cancel a booking

From the bookings panel

1. Go to Bookings and find the booking
2. Click to open the details
3. Press the "Cancel booking" button
4. Confirm the action

What happens when cancelling

• The status changes to Cancelled
• The sun loungers become available again
• The customer receives a notification email
• The booking remains in the history (not deleted)

Refund process

If the customer paid online, you can process a refund:

Full refund

1. Open the cancelled booking
2. Click on "Process refund"
3. Select "Full refund"
4. Confirm the operation

The full amount will be returned to the original payment method.

Partial refund

1. Open the cancelled booking
2. Click on "Process refund"
3. Select "Partial refund"
4. Enter the amount to return
5. Add an explanatory note (optional)
6. Confirm the operation

Processing time

Note: The time depends on the customer's bank, not your system.

Cancellation policies

Configure your policy

1. Go to Widget → Payments
2. Define the cancellation conditions:
   • Free cancellation up to X hours before
   • Late cancellation penalty
   • Non-refundable

Policy example

• More than 48h before: Full refund
• 24-48h before: 50% refund
• Less than 24h: No refund

View refund history

1. Go to Widget → Payments in the menu
2. Filter by "Refunds"
3. You'll see all processed refunds with:
   • Date
   • Associated booking
   • Amount
   • Status

Refunds in Stripe

Refunds are processed directly in your Stripe account:

1. The system sends the request to Stripe
2. Stripe processes the refund
3. The customer receives the money

You can verify the status in your Stripe Dashboard.

Special cases

Cancellation due to bad weather

If you cancel due to weather conditions:

1. Cancel affected bookings
2. Offer full refund or date change
3. Notify customers by email

Cancellation by customer

If the customer requests cancellation:

1. Verify their identity (email/booking code)
2. Apply your cancellation policy
3. Process the corresponding refund

Payment disputes

If a customer disputes a charge:

1. You'll receive notification from Stripe
2. Provide evidence (booking confirmation, policy)
3. Stripe will resolve the dispute

Tips

• Document everything: Add notes to cancelled bookings
• Be consistent: Apply the same policy to everyone
• Communicate clearly: Your policy should be visible in the widget
• Respond quickly: Fast cancellations improve the experience