Guests can cancel or move their own booking from their ticket, without contacting you. Your activity's cancellation policy decides what they get back and how long they can move.

What guests can do from their ticket

Under Change of plans? on the ticket, guests with a confirmed booking see:

  • Cancel booking: until the time slot starts. Before they confirm with Yes, cancel my booking, they see what they'll get back.
  • Move to another time: to another time of the same activity, while cancelling would still give them a full refund. They pick a date and time, then select Move to with the new time.

Once a full refund is no longer possible, the ticket says it is too late to move the booking there, and guests can only cancel. Bookings awaiting an online payment, checked in or marked as a no-show can't be cancelled or moved from the ticket.

What guests get back when they cancel

The refund follows the activity's Cancellations policy:

  • Up to Free cancellation until hours before the start: everything they paid.
  • After that: the Refund after that percentage.

The part they paid online goes back to their card through Stripe, and they get a refund email once Stripe confirms it. If they paid you in person, their cancellation email says you'll give that part back, so you do that yourself. See Set booking rules and a cancellation policy.

Note: The policy only applies when guests cancel. When your team cancels a booking, you choose what to give back. See Cancel a booking.

Rules for moving

An appointment moves to another free time with the person the guest chose, or anyone free when they didn't choose. Its own time stays free for it, so a guest can move it half an hour later with the same person.

  • Guests can only pick times open for online booking with room for their whole group. Your cut-off, how far ahead guests can book and closed dates all count.
  • The booking keeps the price they booked at, even if your prices changed. Nothing more is charged or refunded.
  • Their ticket link and QR code stay the same.
  • They get an email with the new time. Their reminder is sent again before it, unless the new time is already closer than your reminder setting.

What your team sees

  • The places go back on sale at once, or move to the new time.
  • Owners and managers see Cancelled by the guest or Moved by the guest in the notifications bell.
  • The booking's timeline shows Cancelled or Moved to another time, done by "The guest".