Cancellations and refunds

When a guest cancels, you choose what happens next

Refund them under your cancellation policy, move them to another departure or give them a voucher. Roamer works out the amounts and updates your availability.

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3% when guests book. No monthly fee.

Options for this booking

Intermediate surf week

1 guest · £250 deposit paid

  • Cancel and refund

    Refund worked out from your policy

  • Move to another departure

    £250 carried over to the new date

  • Issue a voucher

    £250 voucher for a future booking

Illustrative figures.

Every cancellation meant a sum, a bank login and a string of emails

Without a system, you work out the refund by hand and agree it with the guest. Then you log in to your bank to send it, or keep a separate record of what they're owed. After that come the follow-up emails.

The refund is worked out for you

Your cancellation policy is applied by how many days before departure the guest cancels.

Refunds go back to their card

Confirm the refund and it's paid through Stripe to the card the guest used.

Availability updates itself

Their place and any extras come off the departure, so you're not adjusting numbers by hand.

Three ways to handle it

You and the guest agree what's fairest. Roamer handles the rest.

Cancel and refund

Roamer works out the refund from your cancellation policy and the number of days before departure. You confirm it, and it goes back to the guest's card.

Move to another departure

What they've paid moves across to the new departure's balance. Their place and extras come off the original date.

Issue a voucher

The full amount goes on a voucher code. Limit it to one departure or trip, or let it be used on anything, with or without an expiry date. The guest enters the code when they book.

How it works

  1. 1

    Set your cancellation policy

    Start from the default and change it to match your terms.

  2. 2

    A guest asks to cancel

    Agree with them whether to refund, move them or give them a voucher.

  3. 3

    Confirm it in Roamer

    Refunds go through Stripe to the original card, and the departure's availability updates.

What it costs

Cancellations, moves and vouchers are part of Roamer. When you refund a guest, Roamer refunds its 3% fee on the amount you give back, so you only pay on money you keep.

Questions operators ask

Can I use my own cancellation terms?
Yes. Roamer starts you on a default policy, and you can change it to match yours.
Where does the refund go?
Back to the card the guest paid with, through Stripe. You confirm each refund before it's sent.
Can a voucher be used on a different trip?
If you allow it. You can limit a voucher to one departure or trip, or let it be used on any.
How long does a voucher last?
As long as you choose. Set an expiry date or leave it open-ended.

See it with your own trips

Book a call and we'll set up your cancellation policy on one of your trips, so you can see how a refund, a move and a voucher would work. Anything this page doesn't cover, we go through on the call.

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