How do I refund a renter?

If you want to make a discretionary refund for direct payment bookings - something you have arranged with a renter outside the booking contract - you can do this through your Stripe account.

Contractual refunds, in other words those that must be made because they are in the booking contract (such as if you, the owner, cancel a booking, or if a refundable breakage deposit is due to be returned) will happen automatically through the Clickstay booking system. You don't need to do anything to action these refunds.

However, if you've arranged to refund your renter for some other reason, either in whole or partially, this is how you do it for a direct booking.

Log in to your Stripe account and go to payments. Open the relevant payment from the renter you wish to refund. The Refund option will appear on the right-hand side. Please bear in mind that our and Stripe payment fees are deducted from the payment you received from the renter.

If your renter tells you that the card they originally paid with has expired, in most cases, the bank will redirect the refund to your renter’s new card. If your renter does not have a new card, the bank will normally send the refund straight to their bank account. If neither of these options work, then the bank will return the money to Stripe who will contact you via email.