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Refunding Deposits After Cancellations: When & How to Process Them

Understand when deposits are refunded, why online booking deposits must be refunded via Stripe, and how to process each type correctly.

Are Deposits Refunded After Cancellations?

Whether a deposit is refunded after a cancellation depends on how the appointment was booked and how the payment was taken.

The key thing to know is that online booked appointment deposits are processed by Stripe, which means they must be manually refunded via your Stripe account when applicable.

💻 Online Booked Appointment Deposits (Stripe)

Online booking deposits are not refunded automatically.
This is because the payment is taken and held by Stripe, not directly inside the HUSL app.

If an online booked appointment is cancelled and you decide to refund the deposit, you must do this manually in Stripe.

Why is this required?

  • Online booking deposits are processed externally by Stripe

  • For security and compliance reasons, HUSL cannot initiate refunds on your behalf

  • Stripe requires the business owner (you) to approve and process the refund

How to Refund an Online Booking Deposit (Stripe)

  1. Log in to your Stripe Dashboard

  2. Go to Payments

  3. Locate the client’s deposit payment

  4. Open the payment

  5. Tap Refund

  6. Choose full or partial refund

  7. Confirm

What happens next?

  • Stripe returns the funds to the client’s original payment method

  • Refunds usually take 3–10 business days

  • Stripe processing fees may not be refunded, depending on your plan

👉 Stripe Help Centre:
Refund a Customer
https://support.stripe.com/questions/refund-a-customer

💇🏼‍♀️ Services & 🧴 Physical Products (HUSL App)

All non-deposit refunds (services or retail products) can be refunded directly within the HUSL app.

How to Refund in the HUSL App

  1. Open the client’s Completed Payment Cart

  2. Tap Refund (centre top of the screen)

  3. Confirm the refund

The refund is processed immediately and the client is notified automatically.

Important Notes on Deposit Refunds

  • Deposit refunds should always align with your cancellation policy

  • Deposits for late cancellations or no-shows may be non-refundable

  • Always check whether the payment was an online booking deposit before attempting a refund

Quick Summary

  • Online booking deposits → Refund manually in Stripe

  • Services & products → Refund directly in the HUSL app

  • Deposits are not auto-refunded after cancellations


    Need help? Email: indiesupport@husl.io