How cancellation and no-show charges work

In short: switch on Cancellation charges in Payments. Nothing is charged until your team ticks Apply cancellation charge.

Set it up

1. Go to Bookings › Main Settings › Payments, then choose your venue.
2. If you use booking types, open Base configuration.
3. Switch on Cancellation charges and pick Per cover or Flat rate.
4. Set the Free cancellation period (1 hour before to 72 hours before).
5. Set the Minimum party size and Charge amount.
6. Turn on Cancellation terms and conditions and write your terms.
7. Click Save changes.

Charge a late cancellation or no-show

1. Open the booking on Bookings › Day Planner.
2. Click Cancel.
3. Tick Apply cancellation charge. Lower the amount if fewer guests came. You cannot go above the Agreed amount.
4. Tick Send cancellation notification to email the guest.
5. Click Cancel booking.

Check it worked

The booking's Cancellation Charges section shows the Agreed amount and what was Charged. The charge is also on Bookings › Charges.

Good to know

• You need Stripe, or Square if you take payments through Square. See connect Stripe.
• Apply cancellation charge starts unticked every time, and only shows when a charge was agreed.
• Switching on cancellation charges switches off deposits and full payment.
• FOH, Bookings Manager, Marketing and IT cannot see Payments settings. FOH, Marketing and IT cannot see Charges or give refunds.