Cancellations and refunds

Reynt handles cancellations in two parts: cancellation policies you define once, and the cancel flow on a booking that applies the matching policy and previews the refund before you commit.

Cancellation policies

Manage policies under Settings → Cancellation Policies. Each policy has:

• Name — a short label such as Flexible or Strict.
• Description — the full terms shown to customers on the storefront.
• Refund schedule — the structured tiers. Each row pairs a days before check-in threshold with a refund %. Tiers are sorted from the longest lead time down, and each threshold must be distinct.

For example, a Flexible policy might refund 100% at 7+ days before check-in and 50% at 1+ day. When a guest cancels, the first tier whose threshold is met wins; cancelling inside the smallest window means 0%. One-click presets (Flexible, Moderate, Strict) give you a starting point.

A policy with no refund schedule shows only its description — cancelling then refunds the full paid balance, and the cancel dialog previews that amount.

Assigning a policy

• Per listing — set Cancellation Policy on the listing’s Facts page to override the default for that property.
• Tenant default — set Default Cancellation Policy under Settings → Booking settings; it applies to any listing without its own.

Cancelling a booking

Open the booking and choose Cancel Booking. The dialog walks you through:

1. What happens — the booked dates are freed on the calendar and any pending (unpaid) payments are cancelled. If money has already been collected, you’re warned that refunds may need processing.
2. Refund preview — Reynt shows the matched policy and two figures: the refund per policy (the tier’s entitlement) and to refund now (the amount that actually moves, capped at what the guest has paid). In marketplace mode it also splits the refund into what the operator refunds and what the owner refunds.
3. Reason — a note used for your records and the guest email.
4. Send notification — toggle whether the cancellation email goes out now.

Adjusting the refund

• Full refund — fault on our side — a refund-mode switch at the top of the dialog. Choose it when the cancellation is your (or the owner’s) fault: the policy tiers are ignored and 100% of everything the guest has paid is refunded. In marketplace mode each party refunds exactly what it collected. The choice is recorded in the booking’s activity timeline.
• Override refund amount (per-policy mode only) — enter a different figure (up to the amount paid) when you’ve agreed something else with the guest. It replaces the policy-derived amount.
• Commission refund % (marketplace only) — a three-way choice of Keep (0%), Split 50/50, or Refund (100%) controlling how much of your commission is returned with the booking. At 100% the commission is refunded with the booking; at 0% you keep it and the owner absorbs the refund. This overrides the booking’s default for this cancellation only.

Refunds are paid out manually, along each party’s original payment method. After cancelling, the booking-cancelled email can be re-sent from the booking’s Notifications card, and the whole cancellation is recorded in the activity timeline.