Cancel & Refund a Booking

When you cancel a booking, you decide where any payment is refunded and whether a cancellation fee applies. There are two flows: cancelling one client's booking, and cancelling the whole appointment or session with every attached client.

In the participant list, select the client or clients you want to cancel, then click Cancel selected. Selecting one client opens the per-client cancel dialog; selecting several opens the whole-appointment cancel dialog.

Cancelling for One Client

The Cancel client dialog shows the client and, if they have paid, the paid amount alongside the calculated refund.

• Refund destination — choose where the refund goes: No refund, Refund to wallet, Refund to card or Refund as voucher. The available options follow your organisation's refund policy.
• Cancellation fee % — a percentage withheld from the refund. It is pre-filled with the resource's default cancellation fee, and the field only appears once a destination other than No refund is selected. The refund amount updates automatically.
• Reason — a cancellation reason is required.

If the client has not paid, a note explains there is no payment to refund and No refund is the only destination. Click Confirm cancellation to complete. If the refund itself fails to go through, the dialog stays open with an error so you can pick a different refund destination and try again — the cancellation only completes once the refund succeeds (or No refund is chosen).

Cancelling a Whole Appointment or Session

The Cancel appointment dialog appears when you select several participants at once. Confirming it cancels the appointment or session itself, together with all attached active clients — not only the ones you selected. A warning shows how many clients are affected.

• Set the Refund destination and Cancellation fee % (pre-filled from the resource) that apply to all clients. As in the single-client dialog, the fee field is hidden while No refund is selected.
• Enter a Reason (required).
• The Attached clients table lists each client with their paid amount and the refund they will receive.

Click Confirm cancellation to cancel. If a client's booking failed to cancel, you are notified afterwards and can retry it individually from the participant list; a client whose refund failed to dispatch is reported separately and no longer appears in the list, since their booking was already cancelled.