# Refunds and cancellations

> Refund part or all of what a traveller paid, cancel a booking by the trip's cancellation terms, and what happens with refunds and disputes made in Stripe.

Source: https://docs.bifrostorbit.com/travel/everyone/refunds-and-cancellations/

Refunds and cancellations both start from the booking, in the **More actions** menu next to **Record a payment**. Editors can cancel bookings without a refund. Only Admins can refund, or cancel with a refund, because it moves money.

## Refund

Select **Refund**, enter the amount in the booking's currency and a reason, then select **Refund**. Before you confirm, **Where the money goes back** shows how the amount is split:

- The newest payments are refunded first.
- Card payments go back to the card that paid, through your Stripe account.
- Payments recorded by hand, such as bank transfers, are marked as paid back. You return that money yourself.

You can refund at most what was paid, less earlier refunds. A card refund usually shows on the traveller's statement within 5 to 10 days. If Stripe isn't connected or the key stopped working, card payments can't be refunded until you connect a working key.

A refund on its own doesn't email the traveller. If you want them to know, write to them in the booking's **Conversation**.

## Cancel a booking

Select **Cancel booking**. The dialog shows how many days are left before departure and the trip's cancellation terms. Choose the refund:

- **As the policy says:** Travel Orbit works out the refund from the trip's cancellation terms and the days left before departure. For example, with 50% back from 30 to 59 days before, a traveller who paid €620 and cancels 45 days before gets €310. This option is off when the trip has no cancellation policy.
- **Another amount**, such as a goodwill refund.
- **No refund**, to keep what was paid.

Add a reason, choose whether to **Email the traveller that the booking is cancelled**, and confirm. Travel Orbit then:

- drops every payment that isn't paid yet, so no more reminders or automatic payments go out
- puts the places back on sale
- refunds the amount you chose, newest payment first

You set the cancellation terms on each trip, under **Payment plan & terms**. See [Prices, extras and payment plans](https://docs.bifrostorbit.com/travel/everyone/prices-extras-and-payment-plans/).

## Decline a request

On a request, the same menu has **Decline request**. Nothing was paid, so there is nothing to refund, and the places were never held. See [Bookings](https://docs.bifrostorbit.com/travel/everyone/bookings/).

## Refunds and disputes in Stripe

- **Refunds made in Stripe:** if someone refunds a payment in your Stripe dashboard, the refund shows on the booking too, and your team is told.
- **Disputes:** when a traveller disputes a card payment with their bank, the booking's history says so with the reason, and your team gets a notification. Answer the dispute in your Stripe dashboard.