Refunds explained
How automatic refunds, manual refunds, and fees work when customers cancel or you refund a booking.
Quick answer: Customers who cancel before your refund cutoff get automatic refunds on eligible Stripe payments. You can also issue manual refunds from any booking.
Overview
Refunds return money to the customer's card via Stripe. Whether a refund happens automatically depends on your refund cutoff window and who cancels the booking.
- Automatic refunds when customers cancel in time
- Manual refunds from the booking detail
- Deposit-only, balance, or full payment refunds
- Stripe card fees are not returned on refunds
Screenshot coming soon
Before you start
Note
Sway platform fees on the original payment are not refunded to you when you refund a customer.
How refunds work
Customer cancels before the cutoff
Eligible deposit or full payments are refunded automatically via Stripe.
You cancel or refund manually
Open the booking and use Refund to return deposit, balance, or the full amount.
Screenshot coming soon
Choose what to refund when issuing a manual refund. Customer receives the refund
Refunds typically appear on the customer's card within 5–10 business days, depending on their bank.
What happens next
Cancelled bookings are removed from your calendar. Refunded amounts are deducted from your Stripe balance.
Screenshot coming soon
Common questions
Frequently asked questions
Yes. Use the refund dialog to refund the deposit, remaining balance, or a specific amount where supported.
Related articles
Settings
Refund cutoff window
Set how many hours before an appointment customers can cancel and receive a refund.
Calendar & bookings
Issuing a manual refund
Refund a deposit, balance, or full payment from a booking.
Services
Setting up deposits
Require a deposit at booking — fixed amount or percentage — to reduce no-shows.
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