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What happens to a deposit when a guest cancels

Cancelling never refunds a deposit by itself. Check your deposit terms, then refund it from the Charges page.

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In short: cancelling never refunds a deposit by itself. To refund one, go to Charges › Deposits and click Refund.

where to find it

Refund a deposit

  1. Go to Bookings › Charges › Deposits.
  2. Find the guest with Search name or reference… and click Refund. The full remaining amount is filled in.
  3. Lower the Amount for a part refund.
  4. Choose a Reason, such as Guest cancelled within policy.
  5. Pick a Method: Card (back to the guest's card), or Cash or Bank transfer (only records money you already handed back).
  6. Leave Notify guest on to email them, then click Continue.
  7. Check the detail, then click Refund.
card refunds go back to the guest

Check it worked

The row shows Refund in progress, then Part refunded or Refunded. Card refunds usually reach the guest within a few working days, depending on their bank.

Still stuck?

Email support at agent@stampede.ai with:

  • The booking reference.
  • The amount refunded and the date.
  • A screenshot of the Charges row, or the message you saw.

Good to know

  • Put your refund policy in your Deposit terms and conditions in Bookings › Main Settings › Payments. Guests accept them before booking.
  • A venue uses one of deposits, cancellation charges or full payment at a time.
  • Deposits have no Free cancellation period; that belongs to cancellation charges, which only take money if your team applies them.
  • Apply cancellation charge is only offered when a charge was agreed, and always starts unticked.
  • You cannot refund more than the Remaining column, and a Cash or Bank transfer refund moves no money but uses up that balance.
  • FOH, Marketing and IT cannot see Charges or give refunds.
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