When a paid reservation is cancelled, by a member or an admin, the reservation price is refunded automatically to the original payment method. Service fees are not refunded.
Cancellation Rules
Each facility has its own cancellation rules, set on the Cancellations tab of the facility editor. These rules control when members can cancel a reservation themselves.
Go to Reservations → Facilities.
Click the 3 dots next to the facility and select Edit.
Click the Cancellations tab and set your rules.
Click Update to save.
If a reservation is outside the cancellation rules, the member can't cancel it online.
Member Cancellations
Go to Reservations → My Reservations.
Find the upcoming reservation and click Cancel.
The confirmation window shows the refund amount, which is the reservation price without the service fee. Confirm the cancellation.
Admin Cancellations
Admins can cancel a paid reservation for a member. The refund works the same way.
Go to Reservations → Reservation List in the admin dashboard.
Use the date filter to find the reservation.
Click the 3 dots next to the reservation and select Delete.
Confirm the cancellation.
After a Cancellation
The reservation is marked Cancelled and shows both the amount charged and the amount refunded. It stays in the system for your records.
The refund usually appears on the member's statement within 3–5 business days, depending on their card issuer.
If Admin Notifications is on in the facility's Notifications tab, staff receive an email about the cancellation.
Blocked Admin Actions
To protect members who have paid for upcoming reservations, these actions are blocked while a facility has active paid reservations:
Deleting the facility
Reducing capacity below the number of current bookings
Changing the schedule in a way that conflicts with existing reservations
Creating a program or event that overlaps a paid reservation
To make one of these changes, cancel the conflicting paid reservations first. Those members are refunded automatically.
Frequently Asked Questions
Are service fees refunded?
No. Service fees are not refunded, no matter who cancels. The service fee is set in the Service fee section of the facility's Payment tab. See Reservations - Paid Reservations (Facility Payment Settings).
How long does a refund take?
Refunds start immediately but can take 3–5 business days to appear, depending on the member's card issuer.
Where can I see cancelled paid reservations?
In Reservations → Reservation List. Filter by date to find them. They're marked as cancelled and don't count as active bookings.
Can a member get a refund after the reservation date?
No. Refunds are only available when a reservation is cancelled before it takes place. For a dispute about a completed reservation, contact Member Splash Support.
What if the member's card has changed since they booked?
Refunds go to the card used at booking. If that card is closed, the member's bank usually sends the refund to the replacement card. If the refund doesn't appear, the member should contact their bank.