---
title: "Refunds and cancellation charges"
description: "How to give money back, and when a deposit can be kept."
url: "https://bookatu.com/en-nz/help/refunds-and-cancellation-charges"
language: "en"
section: "Help"
category: "Sales"
published: "2026-02-19"
updated: "2026-04-24"
---

# Refunds and cancellation charges

How to give money back, and when a deposit can be kept.

## What it is

Booking deposits are paid into your own Stripe account, so you refund them from your Stripe dashboard. This covers refunding a deposit, in full or in part, and when your cancellation policy lets you keep one.

## Why it helps

You stay in control and fair. Genuine refunds are quick, and a clear deposit rule protects you when someone cancels at the last minute.

## How to use it

1. To refund, open your Stripe dashboard, find the payment, and refund it in full or in part.
2. Set your cancellation window (the notice you need) in Settings. Clients see it when they book.
3. If a client cancels inside that window, any deposit can be kept, in line with the policy they agreed to.
4. When in doubt, refund. A goodwill refund usually costs less than a bad review.