Cancelling and Refunding a Reservation

Cancel a guest’s reservation and refund all, a portion of, or none of their purchase. Add a comp to refund a guest all or a portion of their purchase without canceling their booking.

Comps and refunds are calculated differently in Tock:

• Comps are calculated based on the subtotal amount, so taxes and gratuity are adjusted to reflect the new subtotal. Guests will be refunded the specified comp amount, plus the adjusted tax and gratuity amounts.
• Refunds in the cancellation flow are calculated based on the post-subtotal amount. In the cancellation flow, the refund amount is inclusive of the reduction in base price and taxes. Guests will be refunded the exact amount entered in the refund flow.

If a refund is expected when cancelling a guest’s reservation, we recommend processing the refund within the cancellation flow. After a reservation is cancelled, it can no longer be refunded from your Dashboard. If you need to refund a cancelled reservation, contact our Hospitality team for assistance at hospitality@tockhq.com.

Cancelling a reservation

To cancel a reservation:

1. From your Dashboard, click the Reservations tab.
2. Click Timeline, then click Guests. 
3. Using the date picker at the top, select the booking date.
4. Click the guest’s reservation in the guest list.
5. Click the red cancel icon.
   
6. If any payment was collected, choose to issue:
   • No refund
   • Full refund
   • Partial refund

7. By default, the option to send guests a cancellation email is selected. Deselect to complete the cancellation without sending email communication to the guest. 
8. For dashboards using Blueprint style reservations, select Make available to make the original reservation slot bookable, or select Hold to prevent it from being bookable after the original reservation is cancelled.
   
9. Click Cancel booking.
10.  Confirm Cancellation

Refunding a reservation without cancelling

To refund a reservation without canceling it:

1. From your Dashboard, click the Reservations tab.
2. Click Timeline, then click Guests.
3. Using the date picker at the top, select the booking date.
4. Click the guest’s reservation in the guest list.
5. Click the down arrow next to the Edit button.
6. Click Comp guest.
   
7. Select Full refund or Partial refund.
8. Choose whether to send updated reservation details to the guest.
9. Click Comp.

Refunds will be deducted from the next bank payout if the transaction has already been paid out to your business. Refunds can only be issued to the guest's original form of payment.