When to issue a refund - practical guidance

A well-handled refund can turn an unhappy client into a returning one. Here is when to consider a refund and why sometimes it is better to pay than to wait.

Situations where a refund is obvious

• You cancel the booking - if you cancel the visit from your side (e.g., breakdown, force majeure), a full refund is the standard
• Major equipment failure - key equipment was not working and the client could not achieve their session goal
• Room looked different than in the listing - conditions significantly differed from the description (e.g., ongoing renovation you did not mention)
• Significant delay - the client could not enter the room at the agreed time due to your fault

When a partial refund is a good solution

Tomek runs a photo studio. A client booked 4 hours, but after 2 hours the air conditioning broke down. The client finished the visit, but conditions were not ideal. Tomek refunded 30% of the amount - the client was satisfied and left a positive review.

A partial refund works well when:

• Minor inconveniences did not prevent the visit but made it harder
• The session was shorter due to your fault (e.g., previous client running late)
• The client is unhappy and you prefer to resolve things amicably

When you do not need to refund

• Client did not show up (no-show)
• Client cancelled after the free cancellation deadline
• Session went as described and according to the terms

In these cases, you have no obligation to refund. However, if the client has an exceptionally difficult situation, flexibility builds reputation.

Why a quick refund pays off

• Avoid a dispute (chargeback) - if the client does not get a refund from you, they may go to their bank. A chargeback costs you more (additional fee + risk of losing)
• Better reviews - a client whose problem you solved often leaves a better rating than one who had to fight for a refund
• Returning clients - professional service builds loyalty

What if I am not sure whether to refund

Message the client through Booquela messaging and agree on a solution together. Communication on the platform is archived, so you have evidence in case of a potential dispute.