Issue a full or partial refund to a client directly from the appointments dashboard — no need to open the Stripe dashboard.
When you can issue a refund
The Issue refund button appears on any charged appointment that hasn't already been refunded. This includes appointments charged at booking (full payment or deposit) and those charged after the session.
How to refund
- Open the appointment from your calendar or list
- Click Issue refund
- The refund amount defaults to the full amount charged — reduce it for a partial refund
- Click Confirm refund
Stripe processes the refund and the money is returned to the client's original payment method, typically within 5–10 business days.
When a client cancels a booking they've paid for
MassageHub never refunds a cancelled booking automatically — some therapists keep a deposit, others give it back, so it's your call. The cancellation email you receive says how much the client paid and has an Open booking button that takes you straight to it, on your phone or computer. Cancelled bookings are hidden from your calendar, so that button is the quickest way back to one. From there, use Issue refund if you want to give some or all of it back. If the client booked several appointments together, each one has its own Issue refund.
Until you deal with it, a banner at the top of your calendar shows how much you're holding from cancelled bookings. Tap Review to open the oldest one. If you're keeping the money, or you've already refunded it in Stripe, tap Mark as sorted and it leaves the banner. If your late cancellation fee takes everything the client paid, the booking is treated as sorted for you.
Partial refunds
You can refund any amount up to the total charged. For example, if you charged £60 and want to refund £20, just change the amount in the refund field. You can only refund once per appointment — if you need to refund more later, you'll need to do so from the Stripe dashboard directly.
After the refund
The appointment panel shows an amber Refunded £X badge. The refund button is hidden — each appointment can only be refunded once through MassageHub.
Membership and package credits
Refunding a payment does not automatically restore any membership credit or package session that was used for that appointment. If you want to restore a credit, do so manually from the client's record.