We understand plans change and you need full flexibility when managing bookings. While moving a booking is often preferred, there are many situations where a refund is the right choice.
In this guide:
Cancelling Sessions (with optional refund)
Open the attendee’s booking modal
(You can get here from the Register, Bookings tab, or Attendance overview)Click the Cancel/ refund attendee button
Choose Cancel (refund optional)
Select the session(s) you want to cancel
Choose if you wish to refund:
If yes, select Cancel with refund
If no, select Cancellation only (skip to step 8).
Define the refund amount (you can refund up to the total cost of the original booking)
Click Next
Enter a reason for cancellation
This will be included in the customer’s email
Review the summary
The attendee being cancelled
The sessions they are being removed from
The refund being issued (if applicable)
Choose if you want to send confirmation to the customer (if not, untick the box)
Click Confirm
🚨Important:
Before confirming the refund, Pebble will check if your Stripe account has sufficient funds.
If you're on an Express Stripe account, Stripe will attempt to debit your bank account. The refund will still go through, but may take an extra day to process.
If you're on a Standard Stripe account and there aren't enough funds, the refund will fail and you’ll see an error message. Please email support@bookpebble.co.uk and our finance team will help you process the refund and explain your options.
Refunding Without Cancelling a Session
If you'd like to issue a refund but keep the attendee booked in (e.g. as a goodwill gesture), you can choose the Refund only route.
Open the booking modal
Click Cancel
Select Refund only
Enter the amount to refund
Choose a reason for the refund
Review the summary
Choose if you want to automatically send confirmation of this to the customer (if not, untick the box)
Click Confirm Refund
You don’t need to select sessions for this route. The attendee remains booked in.
Add-On Cancellations/Refunds
To cancel/ refund an Add-on (e.g. lunch, t-shirt, extended care):
Go to Manage Add-ons via the attendee modal
Cancel the add-on(s)
Use the Refund only route to issue a refund for the add-on cost
FAQ
Can I cancel and refund all bookings?
Not always. Here are some exceptions:
Moved bookings: These can be cancelled but not refunded. Contact support@bookpebble.co.uk with full details of the refund.
Add-ons: Remove them first, then use the Refund only route
Poncho Pay bookings: Refund through your normal method. Contact support@bookpebble.co.uk to cancel.
In some cases, refunds need to be handled manually by our team.
Next Step:
If you need support to process a refund on your behalf, please email support@bookpebble.co.uk with the following details:
Parent's email address
Refund amount
Reason for the refund
Express or Standard account
Your account name
Can I refund without cancelling?
Yes. Use the Refund only route from the booking modal.
Refunding a booking after it has already been cancelled
In some cases a booking may already have been cancelled, but you may still need to issue a refund for the remaining balance on that booking.
You can still refund the customer by locating the booking through their customer profile.
How to issue a refund after a cancellation
Go to the Customers tab
Search for the customer (you can use their email address to find them quickly)
Click on the customer’s name and open Booking History
Select the attendee name linked to the booking
Click Cancel / Refund
Choose Refund only and enter the amount you would like to refund (up to the remaining available balance)
Once confirmed, the refund will be processed in the same way as other refunds and the customer will receive confirmation from Stripe.
Does Pebble charge for refunds?
Pebble does not charge a fee for issuing a refund. However, you may still incur the original booking fee. See our refund logic above or refer to our Terms and Conditions.
Partial Refunds:
Pebble will transfer the requested refund amount from the provider account to refund the customer (the provider covers the full full amount they choose to refund)
Example:
Customer makes a booking and pays £100
Pebble fee is calculated (£3 (3% in this example))
Pebble transfers £97 to provider
Provider decides to PARTIALLY refund the booking giving the customer £50:
We transfer back £50 from provider account
We refund customer the £50
Provider retains the remaining £47
Full Refunds
Pebble will reverse the transferred payment from the provider, then top-up* the refund with the booking fee paid to ensure the customer gets a full refund (effectively refunding the original booking fee paid by the supplier).
Example:
Customer makes a booking and pays £100
Pebble fee is calculated (£3 (3% in this example))
Pebble transfers £97 to provider
Provider decides to FULLY refund the booking giving the customer £100:
Pebble reverse the £97 transfer from the provider account
Pebble add the Pebble fee of £3* (this may change in the future)
We refund customer the £100
*These steps outline our automated process; however per our T&Cs, Pebble retain the right to charge the booking fee for a booking (even if it is later refunded) and may seek to re-coup these fees under certain circumstances.
How long do refunds take?
Refunds are processed through Stripe. Customers will receive:
A confirmation email from Stripe
The refund in their account within 5–10 business days (usually sooner)
Can I offer a discount code instead of a refund?
Yes! If a customer prefers credit for a future booking:
You could use a discount code. Learn more about discount codes here.
Can I move a booking instead?
Yes, and it’s often the easiest solution if the customer wants to attend on another day. Learn more about moving an attendee here.