You can cancel a booking with or without a refund. Cancelling frees up the seats and stops any future installments.
Cancelling
When you cancel a booking, choose how to handle the money:
Apply the cancellation policy — refund the amount your policy allows, based on how far out the departure is.
Custom amount — refund a specific amount you choose.
Full refund — refund everything collected.
No refund — cancel without returning money (for example, on a non-refundable booking).
Refunds go back to the customer's card and produce a credit note. You can never refund more than was actually collected.
When a traveler asks to cancel
Travelers can submit a cancellation request with a reason. It comes to you to review, and you respond with one of the options above.
Payment plans
If the booking was on a payment plan, cancelling stops any remaining scheduled payments so the customer isn't charged again. Payments they already made can be refunded as above.
Bookings from GetYourGuide
Bookings that came in through GetYourGuide were paid on GetYourGuide's platform, not through Samba, so most of Samba's money tools — full refund, partial refund, manual charge, mark paid offline, retry failed — aren't available for them.
You can still cancel the booking in Samba to keep your records straight, but this doesn't reach GetYourGuide. To make sure the traveler is refunded, cancel the booking in your GYG Supplier Portal too.