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Cancelling a Booking

Prerequisites
  • Know your cancellation policy terms (what the tenant forfeits or is entitled to)
  • Understand the deposit rules configured in Settings > Payments

Step 1 — Review the cancellation terms. Before cancelling, check the booking's contract and your cancellation policy to determine what the tenant forfeits or is entitled to (e.g., deposit retained, first month non-refundable). Determine which refund type applies:

Refund TypeWhat Happens to the Payment Schedule
Full refundAll payment items are removed from the schedule. Payments already received are refunded.
No refundOnly unpaid future items are removed. Already-paid items are retained.
Partial refundRequires manual processing (see Step 2b below).

Step 2 — Settle outstanding payments. Verify all charges up to the cancellation date have been settled. If the tenant owes money, record the payment in Finance > Add Payment or create a charge. If you owe the tenant a refund, process it now.

Step 2b — Handle partial refunds (if applicable). Partial refunds are not automated because the split depends on your specific cancellation terms and negotiation with the tenant. For partial refunds:

  1. Calculate the refund amount based on your cancellation policy
  2. Manually adjust the payment schedule — remove or modify the relevant items
  3. Record the partial refund amount and document the agreed terms
  4. If charges have already been invoiced through your accounting integration, create credit notes in your accounting system
Invoiced Items

Payment items that have already been invoiced through the accounting integration (e.g., Invoice-xpress) cannot be automatically removed from the payment schedule. These must be handled as credit notes or manual adjustments in your accounting system.

Step 3 — Handle the deposit. In Finance > Deposits, update the deposit status according to your cancellation policy:

  • Full refund: Status → Returned
  • Partial refund: Status → Partially Returned (document the retained amount and reason)
  • No refund: Status → Retained (document the reason)
Business Rule

Vivin records the deposit decision — the actual bank transfer happens outside the platform. Always document the reason for any retention. Ensure the tenant has provided their IBAN before initiating a return.

Step 4 — Execute the cancellation action. Run the cancellation flow in the Bookings module, select the correct refund type, and add a cancellation note for internal records.

When cancellation is applied, booking status becomes Canceled (canceled) and the system automatically cleans up the payment schedule based on the refund type:

  • Full refund: all remaining items are removed
  • No refund: only unpaid future items are removed; paid items remain

Step 5 — Verify availability is restored. Once canceled, the unit's dates automatically become available again in Vivin and on all connected external platforms. Verify in the Sales > Sales Overview that the dates now show as free.

Step 6 — Close related tickets. In the Operations module, close or cancel any pending tickets associated with this booking (check-in preparation, cleaning, etc.) so they do not remain in your team's active task list.

tip

After cancellation, the unit is immediately bookable again. Check the Sales Overview calendar for any gaps that could be filled with a new booking.