When a customer cancelled a confirmed booking, you will receive a Booking Cancellation Email Notification. You can also view the cancelled bookings on the Provider Portal.
You may or may not receive a payout for the booking, depending on the cancellation policy that you've selected for the product:
Free Cancellation Anytime:
Full refund for cancellations made anytime before the start of the activity. You will not receive any payment if the customer cancelled the booking.
Free Cancellation up to 24 hours in Advance:
Full refund for cancellations made at least 24hrs before the date of the activity. For example, for activity starting on 5 June, customers can receive full refunds if they cancel before 3 June 2359hrs. You will not receive any payouts.
If customers cancel less than 1 day before the start of the activity, they will not receive refunds and you will receive the full agreed net rate for the booking.|
No Cancellations Allowed:
Customers will not receive any refunds, regardless of when the booking was cancelled.
You will receive the full agreed net rate for the booking.
In special circumstances where the customer cancels for an emergency or unavoidable reason (e.g. force majeure situation such as natural disasters, epidemic), you will not receive the payout for the booking.