When a paid reservation is cancelled — whether by a member or an admin — the reservation fee is automatically refunded to the original payment method. Service fees are non-refundable.
Member Cancellations
Members can cancel a paid reservation from their account page the same way they would cancel any reservation.
Go to Reservations → My Reservations.
Locate the upcoming reservation and click Cancel.
Confirm the cancellation when prompted.
Once confirmed, the reservation is cancelled and a refund is initiated to the card used at the time of booking. Refund timing depends on the member's card issuer but typically appears within 3–5 business days.
IMPORTANT: Service fees charged at the time of booking are non-refundable, even if the reservation is cancelled.
Admin Cancellations
Admins can cancel a paid reservation on behalf of a member from the Reservations dashboard. The refund process is the same — the reservation fee is automatically returned to the original payment method.
Navigate to Reservations → Reservations in the admin dashboard.
Use the date filter to locate the reservation.
Click the 3 dots next to the reservation and select Delete.
Confirm the cancellation.
Cancelled paid reservations are retained in the system as a soft-delete (marked cancelled rather than removed), so the order history and audit trail are preserved.
Blocked Admin Operations
To protect members who have paid for upcoming reservations, certain admin actions are blocked when active paid reservations exist for a facility:
Deleting the facility
Reducing facility capacity below the number of current bookings
Modifying the schedule in a way that conflicts with existing reservations
Creating a program or event that overlaps with a paid reservation
You will need to cancel any conflicting paid reservations before making these changes. Members whose reservations are cancelled will receive a refund automatically.
Frequently Asked Questions
Are service fees refunded when a reservation is cancelled?
No. Service fees are non-refundable regardless of who initiates the cancellation.
How long does a refund take to appear?
Refunds are initiated immediately upon cancellation but may take 3–5 business days to appear on a member's statement depending on their card issuer.
Where can I see cancelled paid reservations?
Cancelled reservations are preserved in the system and visible in Reservations → Reservations. You can filter by date range to locate them. They are marked as cancelled and will not appear as active bookings.
Can a member get a refund after the reservation date has passed?
No. Refunds are only available when a reservation is cancelled before it takes place. Past reservations cannot be refunded through the system. If a member has a dispute about a completed reservation, contact Member Splash support.
What if a member's card on file has changed since they booked?
Refunds are returned to the original card used at the time of booking. If that card is no longer active, the member's bank typically routes the refund to the replacement card. Members should contact their bank if a refund does not appear.