# Change or cancel a booking

> Find, reschedule, add spaces to, cancel and refund bookings as staff - or cancel a whole session at once - with the customer emailed automatically.

Who can do this: admins and staff.

Every booking lands in one place, whether a customer booked online or you [added it by hand](/docs/add-a-booking).

## Find a booking

Open **Bookings** in the admin sidebar, or open **Sessions** and click a session to see everyone booked on it.

The **List** view searches every booking by name, email or booking reference, and shows what each one paid and any code used. On a phone, tap the search icon to open it. Its status filter starts on **All statuses**, so choose **Active** to hide cancelled and no-show bookings. Each booking's **History** section logs what has happened to it and who did it, and every email sent about it with its delivery status.

## Notes on a booking

A booking shows the customer's checkout note (read-only) and your own **Staff note**, which the customer never sees. Click **Add note** to write one, or **Edit** to change it. Both appear in your booking lists and on the Check-in view. The same editor has an **Access requirement** switch for flagging a booking yourself.

### Keep a note on the customer

Switch on **Keep on all their bookings** before you save and the note becomes a **Customer note**, shown on every booking they make with you and on their customer record.

Switch on **Alert the team when they book** too and your team gets an email and bell notification when that customer books or moves a booking. The alert only says there is a note.

- The customer never sees it, but can ask you for a copy, so keep it factual.
- It follows their account, so not a different email address or a visit as someone's guest.
- Edit or remove it from any of their bookings, or under **Customers**, where **Add customer note** also writes one.

## Resend the confirmation

Open the booking and in the **Customer** section click **Resend confirmation**. A **Bounced** badge means their last email wasn't delivered, so [fix the address on their customer record](/docs/customers-directory#fix-a-mistyped-email) first.

To record an offline payment or apply a voucher to a booking you added by hand, see [add a booking](/docs/add-a-booking#record-an-offline-payment-or-apply-a-voucher).

## Print or download a receipt

Open the booking and select **View receipt** under the total. It opens a receipt you can print or save as a PDF. Once you've added your tax number it's a VAT receipt - see [how tax works](/docs/tax#receipts-for-customers).

## Move a booking to another date

Choose **Edit booking → Move booking**, then pick a session with room for it. The list opens at today; use the **From** date button to jump further out.

It moves the whole booking, the list covers every session type, and the customer is emailed the old and new dates. You can also move onto a recent past session, for example to put a walk-in on the right date, which doesn't email anyone.

## Adding a space paid by a bundle or credit

If a customer booked with a [bundle](/docs/bundles), a gift voucher's sessions, or credit you gave them, an extra space can come out of what they've already paid for.

<Steps>
<Step>Open the booking and choose **Edit booking → Edit quantity**, then use **+** to set the new number of spaces.</Step>
<Step>If the customer has credit valid for this session, a row shows the bundle and how many added spaces it covers, ticked by default. Untick it to add the space free and leave the balance alone.</Step>
<Step>Save. The credit is drawn down, and anything it can't cover is added free. Your side never charges a card.</Step>
</Steps>

Removing a space returns the credit that paid for it.

<Callout variant="warning">
**Don't lower the bundle's balance by hand to pay for an added space.** Editing **Total available** under Offers → Bundles → Issued bundle credits isn't recorded against the booking, so a cancellation won't return it.
</Callout>

## Cancel or refund a booking

Choose **Edit booking → Cancel booking**. The **Refund amount** is prefilled with the full amount paid: lower it for a partial refund, or set it to 0 to keep the payment. Removing spaces works the same way. If every visitor has signed the [waiver](/docs/waivers), first remove whoever isn't coming from the booking's waiver section. To refund money without changing the booking, use **Edit booking → Refund**. The full detail, including when credit comes back, is in [refunds](/docs/refunds).

## Cancelling a whole session

Open the session and choose **Cancel session**. Optionally add a reason, such as "Heater fault", for the cancellation email, check the summary of bookings and money paid, then confirm. Every booking is cancelled and refunded straight away, as a card refund or account credit according to **What they get back** in your [cancellation policy](/docs/cancellation-policy), or the price's own rule where it has one. Reinstating a session doesn't restore its bookings or the money.

To tell everyone on a session something without cancelling it, such as lost property or a late start, see [emailing everyone booked into a session](/docs/check-in#email-everyone-booked-into-a-session).

## Customer limits

The limits in [Settings → Policies](/go/admin/settings/policies) ([booking window](/docs/booking-window), [cancellation policy](/docs/cancellation-policy)) only apply to customers. Admins and staff can change any booking at any time.

## Troubleshooting

1. **A booking or session won't delete.** Bookings are kept so revenue history is never lost. Cancel the booking first, then remove the session.

2. **The session you want is greyed out in the move list.** Sessions without room for the whole booking are shown greyed out and can't be picked, with how many spaces they have against how many the booking needs. Free up spaces on one, or [raise its capacity for that date](/docs/instance-overrides), then move the booking. An earlier cancelled booking by the same customer doesn't block the move.

3. **One person in a group booking wants a different date.** Choose **Edit booking → Edit quantity**, drop the spaces by one, set the refund amount to **0** and save. Then [add a booking](/docs/add-a-booking) on the new date for the same customer with **Payment** left on **Not taken**. If the new date is a different price, keep the prefilled refund and send them the [booking link](/docs/booking-links) instead.