Full Control Over Cancellations & Refunds

We're proud to announce an exciting new feature that gives you full control of your bookings and cancellations. With our Extended Cancellations & Refunds Functionality, you can now cancel any booking and immediately issue refunds directly from your Dashboard. Whether you have selected to absorb the Service Fee into the tour price or charge it to your guests, AnyRoad allows you to quickly handle all credit/debit card cancellations and refunds from your Dashboard:

Partial Refund: Issue a refund only for the tour price, minus the Service Fee

Full Refund: Issue a refund for the entire charged amount: the tour price and the Service Fee*

Other Refund: Issue a refund for a specific sum

Extended functionalities

Cancellations and refunds are supported for all tours independently of whether the fee is charged to your guests or absorbed by you, or whether a deposit is required. This way, you can cancel and refund any booking independently of the custom set up for each tour: 


How to cancel a booking: 

Cancelling a booking and issuing a refund takes only a couple of minutes. Here's the steps you need to take to cancel a booking: 

  • Find the booking from your Dashboard. 
  • Click on the specific booking to view the details. 
  • Scroll down until you see 3 buttons: Edit Booking, Send message, and More.
  • Click on  More and then select Cancel Booking


How to refund a cancelled booking

A. Cancellations for Tours with Fee absorbed by guests:

When your guests book a tour which is set up with the Fee absorbed by them, then they are charged for the tour price plus the service fee. For a tour at $10 per person, your guests will pay $10 plus $1 Service Fee (total $11). 

  • After you cancel a booking, you will be directed to the next page with an overview of the booking and the different options for the refund. 
  • Once you select the Refund Amount (Partial, Full, or, Other), click on Next

  • From the next page you can make a final check on the refund amount, or write a message for your guests (optional). 
  • If everything looks goods, click on Cancel & Record Refund to process the refund. 

  • The refund is now processed and the amount is credited back to your client's credit/debit card. Please note that it takes approximately 5-10 days for the refund to appear in your customer's statement. 
  • Once you issue the refund, an automated email about the cancellation and the refunded amount is delivered to your guest's inbox.

  • From this final page, you can overview the refund and you can click on View Transaction History where all transactions are recorded, both payments and refunds.

B. Cancellations for Tours with Fee absorbed by you:

When your guests book a tour which is set up with the Fee to be absorbed by you, then they are only charged for the tour price without the fee. For a tour at $10 per person, your guests pay only $10, while the Service Fee ($1) will be deducted from your payout ($9). 

  • After you cancel a booking, you will be directed to the next page with an overview of the booking and the different options for the refund: FullPartial, or Other
  • Full Refund: This option allows you to refund all charges including the non-refundable service fee* which is absorbed in the price. For a tour at $10, your guest will receive back all funds ($10) and the amount of the fee will be automatically deducted from your Payout (-$1). 
  • Partial Refund: Your guest will be reimbursed for all charges except the non-refundable fee ($9). 
  • Other: You can choose to refund a specific amount as long as it does not exceed the collected payment. 
  • Once you select the Refund Amount (Full, Partial, or, Other), click on Next

  • From the next page you can make a final check on the refund amount, or write a message for your guests (optional). 
  • If everything looks goods, click on Cancel & Record Refund to process the refund. 
  • Once you issue the refund, an automated email about the cancellation and the refunded amount is delivered to your guest's inbox.

  • The refund is now processed and the amount is credited back to your client's credit/debit card. Please note that it takes approximately 5-10 days for the refund to appear in your customer's statement. 
  • From this final page, you can overview the refund and you can click on View Transaction History where all transactions are recorded, both payments and refunds.

C. Cancellations and refunds for Tours with Deposits:

When your guests book a tour with a deposit, they are first charged for the deposit and then the remaining balance is charged 7 days before the scheduled tour date: So, one week before the tour happens, your guests will have paid in full which allows you to handle cancellations and issue refunds depending on the cancellation policy you have set.

Example: For a tour at $20 per person with the Service fee charged to guests and a 50% Deposit, then your guests will pay $10 plus $1 Service Fee for the deposit upon confirmation. The remaining balance of $10 plus $1 fee will be charged 7 days before the tour takes place. Your guest will have paid in full $22 including the fee. 

  • After you cancel a booking, you will be directed to the next page with an overview of the booking and the different options for the refund: FullPartial, or Other

  • Full Refund: This option allows you to refund all charges including the non-refundable service fee*. With the above example, your guest will receive back all funds ($22) and the amount of the fee will be automatically deducted from your Payout (-$2). 
  • Partial Refund: Your guest will be reimbursed for all charges ($20), except the non-refundable fee ($2). 
  • Other: You can choose to refund a specific amount, as long as it does not exceed the collected payment. You can refund just part of the price, for example $10 which is the deposit less the fee or $12 which is the deposit plus the fee. It's up to you! 
  • Once you select the Refund Amount (FullPartial, or, Other), click on Next

  • From the next page you can make a final check on the refund amount, or write a message for your guests (optional). 
  • If everything looks goods, click on Cancel & Record Refund to process the refund. 
  • Once you issue the refund, an automated email about the cancellation and the refunded amount is delivered to your guest's inbox.

  • The refund is now processed and the amount is credited back to your client's credit/debit card. Please note that it takes approximately 5-10 days for the refund to appear in your customer's statement. 
  • From this final page, you can overview the refund and you can click on View Transaction History where all transactions are recorded, both payments and refunds.

The non-refundable service fee:

* Please note that the  service fee is non-refundable for all credit/debit card bookings as we are charged every time a transaction takes place through our platform. However, AnyRoad understands that in some rare events such as cancellations due to bad weather or other reasons, you might prefer to issue a full refund including the non-refundable service fee. Please note that if you opt to refund the entire amount including the Service Fee, then the fee will be automatically deducted from your Wallet and Payout. 

If you have any questions please,  contact our Customer Support team

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us