If you need to cancel, modify or refund a booking you must first "Flag" the booking to the admin team.

    1. Visit the 'Bookings' tab in your Act Extranet
    2. Find the booking concerned


    3. Click on the "Flag" button and let the booking admin team know about the booking by sending a message



    4. The BookEntertainment admin team will assist you to resolve this matter


Cancellation by Act before payment date:


After communicating with the client using our messaging system. You will need to stop the rest of the balance payment being automatically processed on the ‘due date’, which will appear on your booking confirmation. Bookentertainment.com calculates this payment to be automatically debited 3 weeks before your booking.

To cancel the booking please flag it to the admin team. Please note that you will be responsible for refunding the full deposit including the BookEntertainment commission if the cancellation is your fault.


Cancellation by Act after payment date / cancellation for 'immediate' payment setup:

In these situations full payment will already have been taken and you will need to refund the customer in accordance with your refund policy. If a refund is required, you can refund a customer via your Stripe account. If your available Stripe balance from recent charges is not enough to refund the customer, you’ll end up with a negative balance. Depending on where your business account is located, one of two options will occur in order to pay back any negative balance. Please read this information to find out which will apply to your account.

To make a refund via Stripe:
a. Go to your Stripe dashboard
b. Click on ‘Payments’ on the left-hand side
c. Click on ‘View all payments’ if it is not a recent payment
d. Use the ‘Filter’ option in the top left to search by date, amount etc., to find the relevant payment. You can also click 'Export' to download your payments as a CSV file which can be opened in Excel for your own records.
e. Click on the payment. All the details will be displayed and you will see the ‘Refund Payment’ option in the top right-hand side of your screen.



Depending on your customer's bank, the refund should appear 5-10 business days later. Stripe’s processing fees for the portion of the payment refunded will be rebated to your account.

Please note that if the customer amends their booking with you and the price of their stay increases or decreases, the amount they are billed via Payup will stay the same as the original price quoted when booking. You will need to liaise directly with the customer to refund or charge them the difference. If you choose to take payment from them directly, don’t forget to cancel the automated Payup payment by following the steps outlined in section one above.