Customer cancellation
When a customer cancels a booking in time (according to your venue’s cancellation policy), the process works differently from a refund.
How it works
When a customer books, an equal amount is reserved in their bank account. This reservation ensures the card has coverage but does not charge the account.
If the customer cancels within the cancellation window:
- The reservation is removed after a few business days.
- The money appears in the account again – no refund transaction is visible.
- A cancellation fee is deducted (the amount varies by currency, e.g. 12.50 SEK in Sweden).
Cancellation email
The customer always receives a cancellation email explaining what applies to their specific cancellation. If they have questions, ask them to check this email first.
Note: In markets with a service fee (Thailand, Belgium, Netherlands, Romania, Norway, Sweden, Denmark, Finland), the cancellation fee structure is different.