Sometimes a traveler needs to come off a trip. Depending on your cancellation policy, they may receive a full refund, a partial refund, or no refund at all. This article walks through how to cancel a traveler's booking from your trip dashboard and how to choose what gets refunded.
Note: When you cancel a booking you choose whether to refund nothing, refund everything, or refund only specific payments. Whichever you choose, the traveler is removed from the trip. If the traveler still owes money, you can instead send them a last-chance pay link, which keeps the booking.
Where to Cancel a Booking
You can cancel a traveler's booking either directly from the trip dashboard or from the traveler's profile. Both paths lead to the same cancellation steps.
Option 1: Cancel Directly from the Trip Dashboard
Click the trip card on your dashboard to open the trip dashboard.
In the Travelers section, click the three dots next to the traveler's name.
Select Cancel Booking. (It only appears when your login has edit access for the trip and the booking isn't already cancelled or abandoned.)
Option 2: Cancel from the Traveler Profile
In the Travelers section, click the three dots next to the traveler's name.
Select View Details.
From the traveler profile, click Cancel Booking.
Choose How to Cancel the Booking
After clicking Cancel Booking, you are taken to the Cancel Trip page.
Click Cancel Booking.
Choose one of the following options (the two refund options only appear when the traveler has paid something, and the pay link option only while the traveler still owes money):
Cancel without refund
Removes the traveler from the trip without issuing any refund.Cancel with full refund
Removes the traveler and refunds all payments.Cancel and select payments to refund
Removes the traveler and lets you choose which payments to refund.Send a last-chance pay link instead
Keeps the booking and emails the traveler a link to pay their balance. You can still cancel later.
Click Continue. If you chose the pay link option, the button reads Send pay link instead.
Send a Last-Chance Pay Link Instead
If the traveler still owes money, you can give them one more chance to pay before you cancel. Choose Send a last-chance pay link instead and click Send pay link. The link goes out right away: nothing is cancelled or charged, no verification code is needed, and you can still cancel the booking later.
The traveler gets an email with the subject Action needed to keep your spot on followed by your trip's name. It tells them you're about to cancel their booking, with Pay Now and Update Card buttons that open their booking to pay or update their card.
The Cancel Trip page confirms that the pay link was sent and that the booking is still active.
The link isn't sent if the traveler has nothing left to pay, if a pay link already went to them in the last 10 minutes, or while Test Mode is on.
Select Payments to Refund (Only if Applicable)
This step appears only if you select Cancel and select payments to refund.
Select the payments you want to refund by checking the box next to each payment.
Click Submit Cancellation.
Note: At least one payment must be selected to proceed with a partial refund.
Verify and Confirm the Cancellation
For the three cancel options, a verification code is required. Sending a pay link doesn't need one.
The code is sent to the email address of the user doing the cancellation (a sub-admin gets their own code), and by text message if that user has a phone number on file.
Enter the verification code to complete the cancellation.
Once confirmed, the traveler is removed from the trip and any applicable refunds are processed.
What to Know About Refunds
⚠️ Note on refund processing:
Processing fees: While the processing fee is refundable to the traveler, Stripe does not refund its transaction fees to you. These fees will be charged to your Stripe account.
Refund timeline: Refunds typically take 5–10 business days to process once initiated in Stripe.
Communication is critical: Always inform travelers about potential refund delays to avoid chargebacks, which could risk your Stripe account being blocked.
Set expectations: We recommend advising travelers to allow up to 30 days to receive their refund.
👉 Important: Cancelling a booking refunds whole payments only — you cannot enter a custom refund amount here. To refund a custom amount, process the refund first with Process Refund (on the traveler's profile page, or in the traveler side panel's Quick Actions on the trip dashboard) using Custom Amount, then come back and cancel the booking using Cancel without refund.
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