Cancelling or refunding a booking

Cancelling a guest's booking and refunding what they paid are handled by our team, not from Hub. Raise a request with the Booking IDs and the amounts, and our Customer Booking team actions it and contacts the guest.

A few words you'll see

• Booking ID — the Headout reference for a single booking. You'll find it on the Bookings dashboard.
• Partial refund — refunding part of what the guest paid, for example one guest out of four.
• Full refund — refunding everything the guest paid.

Before you start

• Have the Booking IDs ready. Look them up on the Bookings dashboard and search by guest name if that's all you have.
• Know the exact refund amount for each booking.
• Have the reason ready — our team passes it on to the guest.
• If you're doing this for many bookings, put them in a CSV. You can attach it instead of typing each one.

Note: This request only covers bookings guests have already made. To stop further bookings coming in, close the slots or add a closure yourself — see Managing availability and inventory.

Step 1 — Open the request form

• Click Help in the left-hand menu of Hub. This signs you into the Help Centre.
• Click Submit a request.
• Choose Customer booking related.
• Under “Select the specific issue you need help with”, pick Cancel/Refund a customer booking.

Step 2 — Fill in the booking details

You'll be asked for:

• Single Booking or Multiple Bookings? — required.
• Do you want to make a partial refund or a full refund? — required. Choose Partial Refund, Full Refund, or Both if you're sending a mix in one request.
• Enter the Booking ID(s) and the refund amount — required. For several bookings, give the amount separately for each, or attach a CSV at the bottom of the form.

Step 3 — Add a subject and description, then submit

Give the request a clear Subject naming the experience and the date. Use Description for the reason for the cancellation — our team passes it on to the guest, and a clear reason means fewer follow-up questions and a better outcome for everyone. Attach a CSV, PDF or image at the bottom if you have one.

Click Submit. Our team is notified and will get back to you, and you can track the request in the Help Centre.

Frequently asked questions

Can I cancel a booking myself on Hub?
No. Cancellations and refunds are actioned by our team so the guest is contacted properly and any refund is handled correctly. The Bookings dashboard is for viewing and exporting.

Where do I find the Booking ID?
On the Bookings dashboard. Search by guest name if that's all you have, and the Booking ID column gives you the reference.

What's the difference between a partial and a full refund?
A full refund returns everything the guest paid. A partial refund returns some of it - a reduced amount where part of the experience went ahead. Give the exact amount per booking either way.

How do I send a lot of bookings at once?
Choose Multiple Bookings and attach a CSV listing each Booking ID with its refund amount. That's faster and less error-prone than typing them out.

The guest wants a new date or time instead.
That's a reschedule rather than a cancellation — see Rescheduling a booking.

The guest never turned up.
Don't raise this as a cancellation. Report it as a no-show so it's on record — see Reporting a customer no-show.

My venue is closed and every booking is affected.
Use the venue closure option instead of listing the bookings here — see Reporting a venue closure.

Can I stop new bookings at the same time?
Yes, and it's a separate job. This request only covers bookings already made. To stop further bookings, close the slots or add a closure yourself.

How long does it take?
Our team picks it up and comes back to you. For anything time-critical — a guest arriving today — say so clearly in the Subject so it's obvious at a glance.