> [!info]+ When a member cancels, two separate things happen: their allowance comes back, and their money is refunded according to your cancellation policy. Those are handled independently. Understanding why saves a lot of confusion when a member queries a refund. ## The rule everything follows Every member booking splits into two parts: > **Total = the cash the member paid + the amount their membership covered.** An allowance doesn't reduce the price of a booking, it pays part of it. So when the booking is cancelled, each part goes back where it came from. Hours return to the allowance. Cash is refunded as cash. Neither turns into the other. ## What happens when a member cancels **The allowance comes back.** Any hours or spend that covered the booking return to the member's pot for that period straight away, and the coverage is removed from the cancelled booking. They can spend it again the same day. **Refunds are based on what they actually paid.** Your cancellation policy is applied to the cash figure only, never to the cash value of the allowance. The same goes for [[Customer Credits|account credit]]. This is the part that occasionally needs explaining. If a member's 2 hour session was fully covered by their allowance, they paid nothing, so there's nothing to refund. They get their 2 hours back instead, which is worth exactly what they gave up. Refunding cash as well would be paying them for time they never paid for. **The discount isn't clawed back.** A cancelled booking keeps the price the member agreed to at the time, discount included. The record shows what actually happened rather than what it would have cost a non-member. ## Partly covered bookings The same split applies. Take the example from [[Booking Allowances]]: a 2 hour booking at £40 where 1 hour was covered by the allowance and the member paid £20. Cancel it and: - 1 hour goes back into their allowance - The £20 they paid is refunded according to your cancellation policy, in full or in part depending on how close to the session they cancelled - The £20 that came from their allowance isn't refunded, because it was never paid ## Un-cancelling a booking If you reinstate a cancelled booking from the dashboard, it's re-booked against the allowance **as it stands now**, not as it stood when the booking was first made. If the member has spent those hours on something else in the meantime, the allowance covers whatever it can and the rest becomes due on the booking. Worth checking the balance with the member before you reinstate something from a while back, since the outcome can be different from the original. ## Amending a booking Changing the times, room or price of a member's [[Bookings|booking]] recalculates everything from scratch at the new values. The allowance, the discount and the amount due are all worked out again. If the amendment would take the member over a strict cap, it's refused with the same message a blocked booking gets: > This booking would exceed the Gold membership's monthly allowance of 10h (9h already used this month). To let it through, turn on "Allow bookings over the allowance" for that tier. There's no per-booking override. ## Common questions **A member cancelled and got no refund. Is that a bug?** Check whether the booking was covered by their allowance. If they paid nothing, there's nothing to refund, and their hours will have gone back into their pot. Their **My membership** page will show the restored balance. **Why does a cancelled booking still show a membership discount?** Because that's the price the member agreed to. Cancelling doesn't rewrite what a booking cost, it just cancels it. **A member says their hours haven't come back.** Check which month the cancelled session was in. Allowances are metered per period, so a cancelled September session won't change what August's balance looks like. Their **My membership** page shows the current figures. **Can I refund the cash value of an allowance as a goodwill gesture?** Not through the membership. Jammed won't refund money that was never paid. Anything you want to give on top of that is a separate decision, outside the membership. Bear in mind that giving a member a [[Coupons|coupon]] has a side effect: an active coupon takes priority over their tier discount on the next booking they make. **Does anyone get emailed when the allowance is restored?** No. Membership emails cover payments and tier changes, not allowance movements. The member will see the updated balance next time they look at their account. **Does cancelling a booking refund any of their membership fee?** No, the two are unrelated. A membership fee pays for the membership itself, and cancelling a booking only affects that booking. See [[Membership Payments]] for how membership fees work.