What Happens When a Booking Is Cancelled, Refunded, or Rescheduled
How cancelling, refunding, or rescheduling a booking affects a deferred deposit and any attached vendor work order, for both residents and staff.
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If a booking has a deferred deposit and vendor work order attached, cancelling, refunding, or rescheduling it has ripple effects. This guide explains what residents and staff can expect in each case.
Who this applies to: Staff cancelling or refunding a booking from the dashboard, and residents cancelling their own booking from the app.
Cancelling a booking
If the deposit hasn't been paid yet: cancelling the booking stops the deposit link, stops any daily reminders, and the resident receives a cancellation email. No deposit charge happens.
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If a vendor's work order was already created for this booking: cancelling the booking automatically cancels that work order too. The vendor's service ticket is cancelled, the vendor is emailed a "work order cancelled" notice, and their scheduled building access for that visit is removed. Staff are also alerted, since your team may need to handle any vendor cancellation fee directly with the vendor; the platform does not charge or bill this automatically.
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This applies even if the booking is cancelled after it was supposed to start (for example, an after-booking cleaning visit that hasn't happened yet still gets cancelled properly).
Refunding a booking
A full (terminal) refund works the same as a cancellation for vendor purposes: the work order is cancelled, the vendor is emailed, their building access is removed, and staff are alerted.
A partial refund (for example, a partial goodwill credit) does not cancel the vendor work order. The booking stays confirmed and the vendor's visit still happens as planned.
A routine deposit return after the booking is already over (the normal post-service return of a refundable deposit) does not cancel or affect a vendor's work order either, since the vendor's job has already been completed by that point.
Rescheduling a booking
If a booking's date or time changes after a vendor's work order was already created, the vendor's schedule updates automatically to match:
The vendor's service ticket is rescheduled to the new date and time.
The vendor's building access pass is updated to the new date.
The vendor receives an updated work-order email reflecting the new schedule, so they don't show up on the wrong day or miss the new one.
No action is needed from staff or residents beyond making the date change itself; the vendor notification happens automatically.