Cancelling a rental & refunding a customer
You, as an owner, now have the power to cancel your own rentals!
If you want to fully refund a renter (all fees included) which also refunds your earnings, you can do so with the instructions below:
It's important to note, that if you, as an owner need to cancel a rental for any reason, the customer is always entitled to a full refund. Therefore, it is crucial that you initiate the cancellation.
If the renter wants to cancel, the cancellation policy will apply, and the customer may not receive a full refund. Please see the cancellations policies here.
If the renter wants to cancel and you are allowing them to do this, then you can also use this option to give them a full refund.
Go to the rental you want to cancel
Press the "Refund the rental" button
Press the "Cancel the rental" button
(Please note that completed bookings cannot be refunded by the owner. If a booking has been completed and a refund needs to be issued, contact the customer support as soon as possible)
Cancellation via the app
![](https://storage.crisp.chat/users/helpdesk/website/b70047730119f800/screenshot-2024-07-04-at-14041_1pd751.png)
Cancellation via the webpage on desktop
![](https://storage.crisp.chat/users/helpdesk/website/b70047730119f800/screenshot-2024-07-04-at-14274_vttp3t.png)
Partial Refunds for Renters
In the app, you as a owner have the option to repay parts of the rent. Navigate to the booking and press the edit icon next to the price. There you can refund any amount you wish to the customer and our commission is adjusted accordingly. The partial refund must be done before you mark the object as returned.
If you want to fully refund a renter (all fees included) which also refunds your earnings, you can do so with the instructions below:
It's important to note, that if you, as an owner need to cancel a rental for any reason, the customer is always entitled to a full refund. Therefore, it is crucial that you initiate the cancellation.
If the renter wants to cancel, the cancellation policy will apply, and the customer may not receive a full refund. Please see the cancellations policies here.
If the renter wants to cancel and you are allowing them to do this, then you can also use this option to give them a full refund.
How do I cancel a rental?
Go to the rental you want to cancel
Press the "Refund the rental" button
Press the "Cancel the rental" button
(Please note that completed bookings cannot be refunded by the owner. If a booking has been completed and a refund needs to be issued, contact the customer support as soon as possible)
Cancellation via the app
![](https://storage.crisp.chat/users/helpdesk/website/b70047730119f800/screenshot-2024-07-04-at-14041_1pd751.png)
Cancellation via the webpage on desktop
![](https://storage.crisp.chat/users/helpdesk/website/b70047730119f800/screenshot-2024-07-04-at-14274_vttp3t.png)
Partial Refunds for Renters
In the app, you as a owner have the option to repay parts of the rent. Navigate to the booking and press the edit icon next to the price. There you can refund any amount you wish to the customer and our commission is adjusted accordingly. The partial refund must be done before you mark the object as returned.
Updated on: 04/07/2024
Thank you!