Cancellation policy and deposit refunds
Your cancellation policy is shown to customers before they pay a deposit, so it has to be clear and you have to stand behind it. This guide covers writing one, holding unpaid slots, and processing refunds.
What it does
Your cancellation policy is the short paragraph customers see right before they tap to pay a deposit. It sets expectations on what happens if they cancel, change date, or no-show. You are responsible for honouring it.
Alongside the policy, two settings control how an unpaid booking behaves: how long the slot is held while waiting for payment, and whether TradeBooked emails a one-time nudge to a customer who started a deposit booking but did not finish.
Why it is worth getting right
A clear policy avoids most refund disputes before they start. A short hold window means abandoned bookings free up the slot quickly instead of sitting on your diary.
Before you start
You will need a TradeBooked account on the Pro or Autopilot plan, with Stripe already connected. If Stripe is not connected yet, see "Connect Stripe to take deposits" first.
Setup steps are in your dashboard
This is a Pro feature. Sign in on a Pro plan to see the step-by-step setup for your number.
Common questions
Where do customers see my policy?
On the deposit page, just before they tap to pay. They have to see it (and effectively agree to it) to complete the booking.
Can I keep a deposit if someone cancels?
Only on the terms you wrote in your policy. If your policy says non-refundable inside 48 hours and the cancellation is inside 48 hours, you are within your rights to keep it.
What is the right hold window?
For most trades, 24 to 48 hours is right. Tighter for popular slots and same-day bookings, looser if your customers tend to need a few hours to confirm.
How do I refund a deposit?
Process the refund in your Stripe dashboard. The original payment went straight to your Stripe account, so refunds originate there. Add a note to the booking so the timeline is clear.
What plan do I need?
Deposits and the cancellation policy field are part of deposit collection, on the Pro and Autopilot plans.
Related guides
Still stuck? Email support@tradebooked.co.uk.