Canceling a trip is never ideal—but if you must, we’re here to guide you through it. This document outlines exactly what to do before and after you cancel, how to handle refunds, and how to communicate clearly and professionally with your travelers.
Step 1: Pause and Prepare
Understand the Responsibility
If you cancel the trip as the organizer, travelers must be refunded—even if you previously marked payments as “non-refundable.” It’s the right thing to do and protects your reputation and ability to organize future trips.
Step 2: Review Your Refund Capabilities
Check Your Stripe Balance
Stripe requires that your available balance covers the refund total. If your balance is too low, you’ll need to manually add funds to your Stripe account before processing any refunds.
How to Add Funds to Stripe
Log into your Stripe Dashboard
Go to Settings → Balance
Click Add to balance
Choose the amount and source bank account
Confirm the transfer
Note: Transfers may take up to 5 business days to clear and you can read more here.
Step 3: Communicate With Travelers Immediately
Travelers are counting on you for answers. Your message should include:
A clear reason the trip was canceled
Reassurance that refunds will be issued
A realistic timeline (especially if you’re funding your Stripe account first)
A contact method if they have questions
Tip: If you’re waiting for Stripe funds to clear, say so upfront to manage expectations.
Step 4: Offer Alternatives (Optional)
If you’d like to retain goodwill, you can also offer:
A credit toward a future SquadTrip you’ll host either in addition to the refund or offer credit towards a future trip as an alternative option to the refund.
A discount or VIP spot for upcoming trips
Step 5: Cancel the Trip in SquadTrip
Once you’ve communicated with travelers:
Log into your SquadTrip Dashboard
Change the trip status to Canceled
Disable the checkout/registration links
(Optional) Update your trip description to reflect that it has been canceled
Step 6: Issue Refunds Promptly
As soon as your Stripe account is funded:
Go to each traveler’s order in SquadTrip
Click Refund for the correct payment amount
Confirm and monitor that the refund goes through
What if You Can’t Fund the Refunds?
You must do everything possible to return the funds. If you can’t do so immediately:
Communicate clearly with your travelers
Share your timeline for funding and refunding
Do not delay without communication—that’s when travelers begin requesting chargebacks
What Travelers Are Told
We advise travelers to wait up to 30 days to receive their refund. After that, if they haven’t received one or haven’t heard from you, we let them know they can:
Reach out to you again
Contact their bank to reverse the charge
Too many chargebacks can affect your Stripe account standing—so communicating early and refunding promptly is critical.
Final Reminders
Refunds are required if you cancel the trip.
You must ensure your Stripe balance is funded in order to issue refunds.
Clear, proactive communication prevents disputes and protects your brand.
Need Help?
Email [email protected] and our team will walk you through next steps.