Issue a refund
Answer a client's refund request or cancel an appointment when its policy calls for money back.
1 min read · Updated August 28, 2026
In short
- Cancelling applies the policy attached to the booking.
- For a refund request, you choose whether to agree or refuse and approve the amount returned.
- Review the consequence and approved amount before you confirm.
A refund sends money from the appointment back to the client. Cancelling an appointment applies the cancellation policy automatically; agreeing to a client's refund request sends the amount you approve.
| Refund request | Appointment cancellation |
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Answer a refund request
- Open the refund request from your business dashboard and read the appointment, the client's words, the amount requested, and the reply deadline.
- Choose whether to agree or refuse. If you agree, enter the amount to return; the screen tells you the most you can approve.
- Review the consequence, add a note if it helps, and confirm. Gloa then begins sending the approved amount back to the client.
When you cancel the appointment
Cancel from the appointment itself. Gloa checks what the client actually paid and applies the policy attached to that booking. If a refund is due, it starts as part of the same cancellation.