Refunding a payment

1. Automatic refunds on cancellation

If a booking with a paid deposit is cancelled inside your refund window (set under Deposits & no-show protection in Booking rules), the deposit is refunded automatically. Cancel outside that window and it's kept, exactly as your policy says.

This applies the same way whether the customer cancels through their own manage link, or a team member cancels from the dashboard. Both follow the identical rule today, so a customer never gets a different outcome depending on who clicked cancel.

2. Refunding by hand

• Go to Payments, then the Transactions tab. Every deposit your business has taken is listed there.
• Find the row for the payment, and click Refund. This only appears on payments that still have something left to refund.
• In the Refund this deposit dialog, choose Full amount or Part of it.
• If you choose Part of it, enter the amount, up to whatever's still refundable.
• Confirm.

Only admin accounts see the Refund button in the dashboard, though the rule that actually allows a refund is enforced independently on the server either way.

3. Where the money goes

A refund is issued through your own Stripe account, the same one the original payment landed in. It leaves your Stripe balance, and Gaplessly never touches it at any point.

4. What happens to the record

Every refund is logged in the Transactions ledger alongside the original payment, marked Refunded, or Part refunded for a partial one.

A partial refund leaves the booking's payment marked as paid, since there might be more left to refund later. Only a refund that empties the whole amount moves it to refunded.

5. When a refund can't go through

If your business has disconnected Stripe since a deposit was taken, an automatic refund on cancellation can't complete. The booking is still cancelled either way, but the money isn't resolved, and it needs to be sorted out directly in your Stripe account.