Refund process step by step

Cancelling a booking and wondering what happens next? Or maybe the studio cancelled your visit? Here's exactly how the refund process works.

Automatic refund - cancellation by you

This is the most common scenario. You cancel the booking and the system automatically checks how much you're owed:

1. Open the My Bookings tab and find the booking you want to cancel.
2. Click Cancel Booking and confirm your decision.
3. The system checks the studio's cancellation rules and calculates the refund amount.
4. If you're entitled to a refund, it's initiated automatically - you don't need to do anything else.
5. You receive a confirmation email with the cancellation and refund details.

The refund amount depends on how much time is left before the booking and the studio's cancellation rules.

Refund after studio cancellation

If the studio cancels your booking:

1. You receive an email notification about the cancellation.
2. A full refund (100% of room price and extras) is initiated automatically.
3. The money returns to the account you paid from.

You don't need to take any action - the refund happens automatically.

What if a refund isn't due, but you think it should be?

Sometimes the cancellation rules doesn't provide for a refund (e.g., you cancel an hour before the booking under a strict policy), but you have reason to expect one - e.g., the studio changed conditions at the last minute. In that case:

1. Go to the booking details.
2. Contact the studio through messages on the platform - describe the situation.
3. If you can't reach an agreement, contact us through the contact form.

Each case is reviewed individually.

Where to check refund status

In the booking details under My Bookings you'll see information about the payment status and any initiated refund.