As a venue, you might occasionally receive calls from customers asking how they can cancel or refund their booking. Depending on your setup, they will always see a warning message before cancelling. This message will either:

• Allow them to cancel if they agree to the terms written on the message, or
• Inform them that refunds are only available by contacting the venue directly.

Outside Refund Period – No Refund

If the customer attempts to cancel outside of the refund window, they will see a warning message stating that no refund will be issued.
The customer must acknowledge and accept this message before proceeding with the cancellation. This is the only case where they cancel and receive nothing back.

Within Refund Period – Refund as YGB Credit

If the cancellation occurs within the allowed refund period, customers may be shown a message indicating that any refund will be issued as YGB Credit.
This means the money will not go back to their card but instead be credited to their YGB account for future use.

Venue -Only Refunds

If the venue has set up their policy to not allow self-refunds outside the refund period, customers will receive a message advising them that they must contact the venue directly to request a refund. No cancellation or refund can be completed through the self-service portal in this case.