Cancel and refund bookings

Cancellation decides which service lines stop. Refund decides how much money returns. These are related actions with separate records.

Start cancellation

1. Open the booking detail.
2. Select Need to cancel services? and start the cancellation flow.
3. Choose the whole booking or individual experiences.
4. Review the cancellation policy and refund amount.
5. If policy permits an override, select the refund treatment for each affected line.
6. Review the summary and confirm.

Process a guest or host request

An active cancellation request appears in the booking list. Open the request, read its reason, and choose one outcome:

• reject the request
• cancel without refund
• cancel with a full, partial, or custom refund

Confirm which lines were cancelled and which refund amount was recorded.

Check the result

After confirmation, verify all four records:

1. Booking status
2. Item status
3. Payment and refund record
4. Invoice state

Refund timing depends on payment method. The cancellation summary is the source for the amount selected in the current flow.

Do not describe a cancellation as a completed refund until the refund record confirms it.

See Manage payments and Booking statuses.