Reservations
Cancellations and refunds
What happens when a booking is called off, and who does what.
Works, with limits
This exists today, but the notes below change what you can promise.
A booking can be cancelled by the guest or by the venue. If money was taken, returning it is a separate step.
The two directions
- The guest cancels. The booking moves to cancelled and the venue sees it.
- The venue declines or cancels. The guest is told.
Money
If the booking was paid, the payment sits on the order and a refund is handled through Stripe. A guest can raise a refund request with a reason, which appears against the order.
Important notes
There is no automatic refund policy engine. Spotly does not enforce "free cancellation up to 24 hours" rules — a venue that wants a policy must state it and apply it themselves. Do not promise automated cancellation windows.
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