Refunds and cancellations

There is no self-service refund Cancelling a booking and refunding a payment are two genuinely different things, even though it's easy to assume they're the same request when you're frustrated about a charge you didn't expect. Cancelling can restore a credit depending on your studio's configured cancellation window, but there is no refund button anywhere in your account for an actual charge you've already paid real money for, ever. A genuine refund of real money is always a staff decision, made deliberately by a real person rather than triggered automatically by the app itself on your behalf. Request a refund through support To request a refund, submit a support ticket under the Billing / Payment category and describe the charge in enough detail for staff to find it quickly in their own records. Staff review it and process any actual refund from the record that owns the payment on their end, not from your side of the app at all, since only they can see and act on the real transaction. You don't set a priority on the ticket yourself; that stays a staff-only field once it's sitting in their queue for review and triage. The same ticket thread is where you'll see updates as it moves along, right up until it's resolved.