Two jobs live here: deciding what happens when customers cancel, and sending money back when you need to. Setting your policy first means most cancellations need no thought at all.
Set your cancellation policy
- Click Business → Settings and find Cancellation fee and refunds.
- In Full refund if cancelled at least this long before the stay, choose the notice you want, for example 3 days.
- In Cancellation fee after that, enter the percentage of what the customer paid that you keep. Say you set 25 and a customer paid $135: a late cancellation keeps $33.75 and refunds the rest. Leave it at 0 to always refund in full.
- Tick Refund card payments automatically if you want Dogly to send the money back the moment a customer cancels online. Leave it off to refund yourself.
- Press Save Settings.
Customers see your policy while they book and on their bookings page.
Refund a booking yourself
- Click Bookings and find the booking.
- Press Refund under its status. It shows how much can go back and, for a cancelled booking, what your policy says.
- Check the amount. You can change it, for example to refund half. Then press Refund.
Good to know
- Card payments go back to the customer's card from your own Stripe or Square account, usually within 5 to 10 business days, and the customer is emailed.
- Cash and e-Transfer payments cannot be sent by Dogly. Pay the customer back yourself, then press Refund so your records match.
- Refunds come out of your own Stripe or Square balance, as they always do.
If it does not work
- You cannot see the Refund button: staff need the Issue refunds permission. See Decide what each staff member can do.
Related: Refunds, Cancel a booking.