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 Your Options
If you cancel the trip as the organizer, the refund policy is your decision. Review your terms and communicate clearly with travelers about whether and how refunds will be issued. Being transparent 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: Issue Refunds Promptly
As soon as your Stripe account is funded:
Open the trip, go to Travelers, click the three dots next to each traveler and choose Cancel Booking, then pick Cancel with full refund -- it refunds every payment and removes the traveler in one step
Alternatively open the traveler and click Process Refund: check every payment under Select Payments to Refund and click Submit Refund (or use Custom Amount for the full Total Refundable and click Refund), then enter the verification code sent to your email (and by text if your account has a phone number on file). Refunding everything this way also cancels the booking; only a partial refund leaves it active, so cancel it afterwards if the traveler is leaving
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
Our traveler help article tells travelers that refunds are not automatic -- you issue them -- and that a refund appears on their statement within 10 business days once issued. If it has not arrived, they are told to:
Reach out to you first
Contact their bank if Stripe shows the refund as processed -- and a traveler who hears nothing may open a chargeback
Too many chargebacks can affect your Stripe account standing—so communicating early and refunding promptly is critical.
Final Reminders
Determine your refund approach and communicate it clearly to travelers.
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.
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