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Refunds and cancellations
Cancelling and refunding are two separate steps in Tourtify, because cancellation policies differ. Cancelling frees the seats and tells the traveller; refunding sends money back. You decide how much, if anything, to refund.
Where to find it
Console › Bookings › booking › More actions › Cancel booking… / Refund…
Cancel a booking
- Open the booking and choose More actions › Cancel booking….
- Confirm with Cancel booking.
What happens:
- The status becomes Cancelled.
- The seats go back on sale straight away.
- The traveller receives the Booking cancelled email.
- No money is refunded automatically.
Cancelling is final
A cancelled booking can't be reopened. If the traveller wants another date, create a new booking.
Refund a booking
- Open the booking and choose More actions › Refund….
- Enter the amount. You can refund up to what was paid, and the amount goes back to the original payment method.
- Enter a Reason (shown in history).
- Choose Send refund.
The traveller receives the Refund sent email once the refund completes.
Non-refundable amounts
If your deposits are set as non-refundable, the deposit is kept by default in the suggested amount. Non-refundable booking fees are also left out. You can still change the amount.
How refunds are processed
- A refund is spread over the booking's payments, newest first, never more than each payment can give back.
- Online payments are refunded through the provider (Stripe, PayPal, Razorpay, Khalti).
- The booking's activity shows Refund sent to the payment provider, then Refund completed.
Refund statuses
| Activity entry | Meaning |
|---|---|
| Refund sent to the payment provider | Waiting for the provider to confirm |
| Refund completed | The money is on its way to the traveller |
| Refund failed | The provider refused it. The dashboard shows "refund failed: finish it". |
If a refund fails, or you refunded the traveller directly in your provider's dashboard, use I refunded it in the provider's dashboard: record it on the refund request so your records match.
Cancel and refund together
- Cancel the booking (frees the seats, emails the traveller).
- Refund the amount your policy allows.
Write your cancellation policy
Tourtify doesn't enforce a cancellation policy for you. Explain it in the tour's Good to know section and on a policies page, so travellers know the rules before booking.