Cancellation & Refunds

Defining Your Terms and Handling Statuses

Cancellation Policy

Our API allows you to cancel bookings based on a predefined cancellation policy. As the merchant of record, you have the flexibility to either adopt the default cancellation terms provided or create your own customized terms.

For example, you can:

• Label all products as non-refundable.

• Extend the full-refund period to 72 hours, instead of the standard 24-hour window.

However, it’s important to note that regardless of the cancellation policy you set, you will still be invoiced according to the original cancellation terms defined via the API.

Can a cancellation request return a pending status instead of an immediate confirmation?

Yes, while cancellations are typically processed instantly, there are edge cases where the cancellation may not be confirmed immediately.

For example, if a third-party supplier system experiences a timeout or takes longer than expected to process the cancellation, the initial API response will indicate that the cancellation is still being processed.

In such cases, the booking_statusreturned in the cancellation response will be:

BOOKING_PROCESSING_CANCELLATION

To ensure you always receive the final status of the booking, we recommend implementing the "Cancel Order" webhook, which will notify you once the cancellation has been fully processed and confirmed.