Refunds

#Where the refund money comes from

The venue refunds. The money is in your Stripe balance, so a refund is paid out of it. Mosh sends the refund to the original card and records it against the original receipt, so the booking or order shows both the charge and the refund.

#Refunding a booking deposit

Booking deposits are refunded when you cancel the booking from Requests. Manage requests →

Each package has a refund window: the number of days before the night inside which the deposit is kept. With a 14-day window, a guest who cancels a $500 deposit 20 days out gets the full $500 back and one who cancels 10 days out gets nothing, unless you decide otherwise. The policy text is shown to the guest before they pay.

When you cancel a confirmed booking from Requests, Mosh suggests the refund the window calls for and you can change it: full, partial or none. A package with no window set falls back to the venue-wide default in Bookings settings, and if that's empty too, you choose on each cancellation.

#Refunding a ticket

Refund an order from Revenue. The ticket is voided and its QR stops scanning.

#Refunding card cover

A Tap to Pay cover charge can be refunded from the admit in the ledger, for example when a guest was charged twice.

#Refunding a membership payment

A membership payment can be refunded from the member's record. Canceling a membership doesn't refund the current month; it ends at the end of the paid period.

#How long a refund takes

Your balance is reduced immediately. The guest's card is credited in a few business days, depending on their bank. If your balance can't cover the refund, it's held until it can.