How to refund a customer on Manawa?

API-connected partners: This guide applies to you too. Refunds are not handled by your booking software, they always go through your Manawa back-office or via [email protected].

Impossible weather, an unavailable guide, a last-minute emergency… Sometimes an activity simply can't go ahead. In that case, you can trigger a customer refund directly from your partner space, no email, no waiting.

Read this guide carefully before using the tool: a triggered refund is irreversible.

1. When can you trigger a refund?

The refund tool is only available for activities whose scheduled date has already passed. You cannot refund a future activity from this tool, for upcoming cancellations, contact [email protected].

2. Step-by-step guide

1. Log in to backoffice.manawa.com.
2. Go to Bookings → Finished.
3. Find the relevant booking and click on it.
4. The detail panel opens with the orange "Refund" block at the top right.
5. Read the warning message carefully.
6. Tick the confirmation checkbox: "I understand that the customer will be fully refunded and I will not receive any payment for this booking."
7. Click "Refund the customer".

⚠️ Irreversible - double-check before clicking

As soon as you click "Refund the customer": the customer is fully and immediately refunded, you will not receive any payment for this booking, and the activity will be permanently marked "Cancelled & Refunded". There is no way back.

✅ Automatic confirmation

Once the refund is triggered, you receive a cancellation confirmation email. There's nothing else to do, Manawa handles the refund on the customer's end.3

3. Partial refund

The back-office tool only handles full refunds. If you need to partially refund a customer (e.g. 50% refund after a degraded weather situation where the activity was shortened), you need to go through our support team.

ℹ️ How to proceed : Send an email to [email protected] specifying: the booking number, the amount to refund, and the reason. Our team handles the rest.

4. The customer requests a refund

When a customer initiates a cancellation request from their side, you receive an email notification with all the booking details and a direct link to respond. You can also find it in your back-office.

1. Open the notification email, or go to Bookings and find the relevant booking.
2. Review the customer's cancellation request details.
3. Choose to accept or decline the refund according to your cancellation policy.

⚠️ If you accept : The refund is processed automatically and immediately. If in doubt (weather conditions, cancellation policy, ongoing dispute with the customer), email [email protected] first before confirming, our team can advise you or handle the situation manually.

Not sure? Contact support before you act.

For any complex situation, partial refund, customer dispute, cancellation of a future activity, email [email protected] before doing anything. We'd always rather talk it through than deal with an irreversible mistake.