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Refunds and Cancellations

Cancellations happen—weather, emergencies, schedule conflicts. Here's how to handle them professionally while protecting your business.

9 min read

Understanding Cancellations

Cancellations can come from either side:

  • Angler cancellations: They can't make it—schedule conflict, emergency, changed plans
  • Your cancellations: Weather, equipment issues, personal emergency

Each situation calls for a different approach. Let's cover both.

Setting Your Cancellation Policy

Where to Configure

Go to Settings → Booking Policies → Cancellation Policy

What to Define

  • Full refund window: How far in advance anglers can cancel for a full refund (e.g., 7+ days)
  • Partial refund window: When they get a partial refund or credit (e.g., 3-6 days)
  • No refund window: When cancellation forfeits the deposit (e.g., less than 3 days)
  • Weather policy: What happens if you cancel due to weather

Example Policy

  • 7+ days notice: Full refund
  • 3-6 days notice: 50% refund or credit for future booking
  • Less than 3 days: No refund (deposit forfeited)
  • Weather cancellation by captain: Full refund or reschedule

Pro Tip

Your policy is shown to anglers during booking. Clear policies reduce disputes—they agreed to the terms before paying.

Processing a Refund

Full Refund

  1. Go to Bookings and find the booking
  2. Click to open the booking details
  3. Click "Cancel & Refund"
  4. Select "Full Refund"
  5. Add a reason (for your records)
  6. Confirm

The angler receives their money back in 5-10 business days (depending on their bank). They'll get an email confirming the cancellation and refund.

Partial Refund

  1. Open the booking
  2. Click "Cancel & Refund"
  3. Select "Partial Refund"
  4. Enter the refund amount
  5. Add a reason
  6. Confirm

No Refund (Keep Payment)

  1. Open the booking
  2. Click "Cancel Booking"
  3. Select "No Refund" (per your policy)
  4. Add a reason
  5. Confirm

Refund Fees

When you refund a payment, Stripe returns most of their processing fee to you, but not the per-transaction portion ($0.30). On a $500 refund, you'd lose about $0.30. This is Stripe's policy, not ours.

Weather Cancellations

Weather cancellations are the most common scenario. Here's how to handle them professionally.

Who Decides?

You're the captain—you make the safety call. Don't let a angler pressure you into going out in unsafe conditions.

When to Cancel

  • Small craft advisory: Usually a clear cancel
  • High winds: Unsafe or uncomfortable for guests
  • Lightning: Always cancel
  • Heavy rain: Your call based on conditions and customer expectations

How to Handle Weather Cancellations

1

Contact the Customer Early

Don't wait until the last minute. As soon as you know conditions won't be safe, reach out:

  • Call or text if possible (email may not be seen in time)
  • Explain the situation briefly
  • Offer to reschedule
2

Offer Rescheduling First

Most anglers prefer rescheduling over a refund. They booked because they want the experience.

  • Propose alternative dates
  • Be flexible on timing if you can
  • Make it easy for them to pick a new date
3

Process the Cancellation

If rescheduling isn't possible, process the cancellation in Guidewinds:

  • Open the booking
  • Click "Cancel & Refund"
  • Select "Weather Cancellation" as the reason
  • Issue full refund (standard for weather)

Pro Move: Follow Up

After a weather cancellation, send a follow-up message a few days later offering to rebook. Many anglers appreciate the personal touch.

Customer-Initiated Cancellations

If You Allow Self-Cancellation

Anglers can cancel from their Customer Portal. The system automatically applies your refund policy:

  • Within full-refund window → Full refund issued automatically
  • Within partial-refund window → Partial refund issued
  • Within no-refund window → No refund, booking cancelled

You'll get an email notification when a angler cancels.

If You Don't Allow Self-Cancellation

Anglers must contact you to cancel. You then:

  1. Discuss the situation with them
  2. Decide on refund amount based on your policy
  3. Process the cancellation in Guidewinds

Dealing with Difficult Requests

Sometimes anglers want a refund outside your policy. Options:

  • Stick to your policy: You published it, they agreed to it. It's fair to enforce it.
  • Offer credit: Instead of refund, offer credit for a future booking
  • Make an exception: Sometimes goodwill is worth more than the deposit. Use your judgment.

Document Everything

Keep notes on cancellation conversations. If a angler files a credit card dispute, having documentation helps you win.

Rescheduling vs. Cancelling

When to Reschedule

  • Weather cancellation (most common)
  • Angler can't make original date but wants to rebook
  • You have a conflict but can offer another date

How to Reschedule

  1. Open the booking
  2. Click "Reschedule"
  3. Select the new date and time
  4. Confirm

The angler receives an updated confirmation with the new date. No refund is processed—the payment transfers to the new date.

Rescheduling Limits

You can set limits in Settings → Booking Policies:

  • Maximum number of reschedules allowed
  • How far in advance they must reschedule
  • Time window for using rescheduled credit

No-Shows

What Counts as a No-Show

A no-show is when the angler doesn't arrive and doesn't contact you to cancel or reschedule.

No-Show Policy

Most captains keep the full payment for no-shows. This is standard and fair—you blocked time and turned away other potential anglers.

Recording a No-Show

  1. Open the booking
  2. Click "Mark as No-Show"
  3. Confirm no refund

The booking is marked as no-show in your records.

Attempt Contact First

Before marking a no-show, try to reach the angler. Sometimes there's a misunderstanding about meeting location or time. A quick call or text can save the situation.

Disputes and Chargebacks

What's a Chargeback?

A chargeback is when a angler contacts their credit card company to reverse a charge. This can happen if:

  • They claim they didn't authorize the charge
  • They claim the service wasn't provided
  • They're unhappy and trying to get money back

Preventing Chargebacks

  • Clear policies: Make cancellation terms visible at booking
  • Send confirmations: Email proof of their agreement
  • Keep records: Document all communications
  • Respond quickly: Address concerns before they escalate

If You Get a Chargeback

  1. You'll receive notification from Stripe
  2. Gather evidence (booking confirmation, emails, signed waiver)
  3. Submit your response through Stripe's dashboard
  4. Wait for the card company's decision (usually 60-90 days)

Pro Tip

Most chargebacks can be won with good documentation. Keep all emails, have anglers sign waivers, and send confirmation emails with clear terms.

Refund Timing

How Long Refunds Take

  • Guidewinds to Stripe: Processed immediately
  • Stripe to angler's bank: 5-10 business days (depends on their bank)

Tell anglers to expect funds within 10 business days. If they don't see it after that, they should check with their bank.

What's Next?

PreviousCustomer PortalNextBilling and Subscriptions
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