When a booking is cancelled or a client requests a refund, here's how to handle it through Addagio.
Issuing a refund
Go to Dashboard → Bookings
Find and open the booking
Click "Refund Payment"
Choose refund amount: Full or Partial (enter custom amount)
Add a reason (internal, not shown to client)
Confirm
The refund is processed immediately through Stripe and typically appears in the client's account within 5-10 business days.
Automatic refunds
You can set up automatic refund rules in Settings → Booking Policies:
Full refund window — Cancellations made more than X hours/days before the appointment receive a full refund automatically.
Partial refund window — Cancellations within a closer window receive a partial refund (you set the percentage).
No refund window — Cancellations within X hours of the appointment receive no refund.
Example policy: Full refund if cancelled 48+ hours before, 50% refund if 24-48 hours before, no refund if less than 24 hours before.
Deposit handling
For services that require deposits:
If the client cancels within your full refund window, the deposit is returned
If cancelled within the no-refund window, you keep the deposit
You can override the policy on a case-by-case basis
Client-initiated cancellations
When clients cancel from their booking confirmation email:
If within your refund window, they see a message confirming their refund
If outside the window, they see your policy and the option to contact you directly
All cancellations are logged in your dashboard
Disputes and chargebacks
If a client files a dispute with their bank:
You'll be notified via email and in your dashboard
Submit evidence through Stripe's dispute interface
Addagio will provide transaction records to help your case
Best practices
Have a clear cancellation policy displayed on your booking page
Be generous with refunds when possible (builds trust and repeat business)
For high-value services, use deposits rather than full prepayment
Respond to refund requests within 24 hours