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How to Refund a Booking

Refund a client from the booking's Payment Summary — choose a refund method, set the amount, and confirm, on desktop or phone.

When a client cancels or you need to issue a refund, you can refund them directly from the booking.

On a phone? Refund is in the booking's actions menu, not the Payment Summary. See Refunding from a Phone below.

Already canceled the booking? Use Refund as compensation. See How to Refund a Canceled Booking.

Changing the booking first? If you need to remove a date, experience, or guests, or change a price before refunding, edit the booking instead — Brindlechute calculates the refund for you. See How to Handle a Partial Cancellation or How to Override Prices on a Booking.

How to Refund a Booking

  1. Open the booking:

    • From Bookings — click Bookings in the left sidebar, then click the booking to open it.

    • From the Trip calendar — click Trip calendar in the left sidebar, click the trip, then click Manage booking in the pop-up.

  2. Scroll to the Payment Summary box and click Refund at the bottom-left.

  3. Under How would you like to issue this refund?, choose a method:

    • Reverse a charge (affects invoice balance) — reverses a whole charge on the invoice and returns it to the original payment method. To refund only part of a charge, for example to keep a cancellation fee, use Refund and adjust balance.

    • Refund and adjust balance — refunds the client and reduces the remaining balance by the refund amount. Check No, I just want to provide a refund and decrease the invoice balance to continue.

    • Refund as compensation (does not affect invoice balance) — a courtesy refund that leaves the invoice unchanged. This is the only method available on a canceled booking.

  4. Click Next.

  5. Set the refund under Refund settings. For Reverse a charge, check each charge you want to reverse. For the other methods, enter the refund amount. If more than one client paid, each has their own section. To send the refund into a client's wallet as credit instead, turn on Refund into a client's wallet. This option isn't available for Reverse a charge.

  6. Review the Summary, then click Confirm refund $X.XX.

For what each method does and when to use it, see Understanding Refund Methods. To refund as wallet credit, see How to Refund into a Client's Wallet.

Note: Unless you refund into a client's wallet, refunds are processed on the original payment methods. It may take 5–15 business days for the funds to appear on your guest's account. Card payments can be refunded long after the original charge; ACH payments can be refunded within 180 days. See Is There a Time Limit for Refunds? Refunds into a wallet are added to the client's wallet right away.

Refunding from a Phone

On a phone, Refund is in the booking's actions menu, not the Payment Summary. The steps are the same on iPhone and Android.

  1. On the Trip Calendar, tap the date of the trip. The calendar switches to the day view.

  2. Tap the trip, then tap Manage Booking.

  3. On the Booking Detail page, tap the menu button at the bottom-left of the screen, next to Pay guides (if guides haven't been paid yet).

  4. Tap Refund.

  5. Choose a refund method. For Refund and adjust balance, check No, I just want to provide a refund and decrease the invoice balance.

  6. Tap Next, set the refund amount, and tap Confirm refund $X.XX.

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