How cancellation and no-show charges work

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.

Change the wording guests see

1. Go to Bookings › Booking Types, then choose your venue, and open the booking type.
2. Under Charges and policies, in Cancellation charges, turn on Cancellation terms and conditions and edit the text.
3. For a deposit, use Deposit terms and conditions under Deposit requirements.
4. Save the booking type.

Bookings without a booking type use the terms in Payments. Say plainly that the card is held, not charged. Each booking type has one Free cancellation period, so use separate booking types for different rules, such as by party size.

What guests see

Online, a cancellation charge only asks for card details. The guest sees Your card is held only; nothing is charged unless you cancel after the cut-off. If they do not finish the card step, no booking is made.

Bookings your team takes

When a booking type has a cancellation charge, a new booking from the Day Planner has Add payment link to booking ticked, with Payment Type set to Cancellation charge. Send payment email to guest emails them the link. Untick Add payment link to booking to book without card details, or pick Deposit to take a deposit instead.

A charge looks wrong

A cancellation charge shows Unpaid on Charges until the guest adds their card. Before charging or refunding again, check the payment in your Stripe or Square dashboard, then refund a duplicate with Refund on Charges.

Email support at agent@stampede.ai with:

• The guest's name and email address.
• The booking date.
• A screenshot of the charge in Stampede and in your payment dashboard.

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.
• A booking takes one kind of payment: a cancellation charge, a deposit or full payment. Switching on cancellation charges switches off the other two.
• A held card can only be charged up to the Agreed amount.
• FOH, Bookings Manager, Marketing and IT cannot see Payments settings. FOH, Marketing and IT cannot see Charges or give refunds.