Cancelling a booking frees the guest's seat on the trip and, for bookings made online, emails the guest. A cancelled booking leaves the guest's bill, apart from a cancellation fee when your policy charges one. What the guest paid online for it, the deposit and payments from their bill page, can go back to the card from the same dialog; money paid another way is refunded on the bill, see Take payments. A bill that is already closed stays as it is.

Cancel a booking

  1. Open the booking from Bookings, or find its row in the list.
  2. Press Cancel at the top of the booking page, or the Cancel booking icon on the row.
  3. The dialog Cancel booking? asks Who cancelled, The guest or The dive centre, and shows the fee your cancellation policy charges, what goes back to the card and what stays as credit, with Refund to the card or Keep as credit and Waive the cancellation fee, see Cancellation policy. For a confirmed booking it also says the guest is removed from their dive group, and for a booking with an open rental it warns that the rental is not cancelled with it. Confirm with Cancel booking; the button reads Cancelling… while it runs.

Note: In that dialog, Cancel only closes it and keeps the booking.

Cancel everything booked together

A booking that was made together with others shows a Booked together card on its page. Cancel all, in the ⋯ menu at the top of the card, cancels every open booking of that GR number and every open dive request with the same dialog, applied to each booking; its figures are worked out for the whole group together. Divers already placed on a trip are taken off it. Online guests get one cancellation email per address. Course bookings that came from an enrolment are skipped; manage those from the course. Each booking can still be cancelled on its own as above. See Bookings made together.

What happens

  • The guest's seat in the dive group is released immediately, and the spot reappears on the online booking page.
  • The booking's status becomes Cancelled. It stays in the list and can be found with the Cancelled status filter. It shows the reason and the fee.
  • A guest cancellation with a fee posts a Cancellation fee line on the bill, and a refund to the card shows as "Refund pending" until Stripe confirms.
  • If the booking was made online and the customer has an email address, they receive an email saying who cancelled, the cancellation fee if there is one, how much of it what they already paid covers and what is still to pay (with a link to their bill page), and what goes back to their card or stays on their bill as credit, inviting them to reply or use your contact details to arrange another date. A booking you created by hand sends nothing.

A course booking that is enrolled cannot be cancelled here: Cancel is not offered on its page, and its row in the list has no Cancel booking icon. Choose Withdraw student on the course page; that cancels the booking and, for an online booking, sends a cancellation email saying the student was withdrawn, with the same fee and refund lines. It asks for the same reason and shows the same fee.

A rental created with Fulfill for the booking's equipment requests is not cancelled either and keeps its gear committed. The dialog warns you: "It has an open rental that is not cancelled with it: the gear stays out until you return or cancel the rental." Open the rental with View rental and return the gear or press Cancel rental.

What cannot be cancelled

A Completed booking cannot be cancelled. Confirmed bookings seated on a trip complete by themselves once the trip's date has passed, so cancel a no-longer-wanted booking no later than the trip day. A No-show booking can still be cancelled.

Restore a cancelled booking

Open the cancelled booking and press Restore. It returns to Reserved, not to its previous status: the guest is not put back into their dive group, and no email is sent. Restoring also takes away the reason and the cancellation fee; a refund already made stays. Seat them again on the trip, or press Confirm, to finish; for an online booking, that sends the guest a new confirmation email. A booking that was cancelled by withdrawing a student has no Restore; Remove enrolment on the course page returns it to Reserved.

Mark a no-show instead

If the guest simply did not turn up, press No-show on a confirmed or completed booking rather than cancelling it. It is not offered on an enrolled course booking. The guest stays in their dive group and still receives the dive log email; marking the no-show itself sends no email.

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