Changing or refunding a booking

Every change to a booking starts from the booking itself, so the booking, the money and the angler’s email stay in step. The angler gets an email saying what changed, unless you choose not to send one.

Change a booking

1. Go to Bookings and tap the booking, or open it from its date on the Calendar.
2. Under Change booking, pick Move to another date, Add or remove anglers, Say they didn’t turn up or Cancel booking.
3. Make your change. The button at the foot says exactly what will happen.
4. Leave the box ticked to email the angler, then tap the button.

You only see the changes that fit the booking right now. If the booking has no email address, there’s no box, so tell the angler yourself.

Move to another date

You can move a booking to another date of the same trip until the trip starts. Dates with room lists the dates with room for the whole party. If none suits, add a date on the calendar first.

What they paid moves with the booking, and nothing is charged or refunded. A booking already past free cancellation keeps the refund it had.

Add or remove anglers

Change how many are coming, up until the trip starts. New anglers pay today’s price. On a trip without prices, type the new Price agreed instead.

• More anglers: the extra is left to pay on the day. On a deposit booking, it’s taken from their card with the rest, if that’s still to come.
• Fewer anglers: if they’ve paid more than the new price, choose a Full refund of the difference, a Part refund or No refund.

At least one angler must be left. To take everyone off, cancel the booking. You can’t change the number on a whole-boat or private booking.

Cancel a booking

Cancel any time before the trip starts, and choose how much goes back:

• Full refund: everything they paid.
• Part refund: you type how much.
• No refund: the line under it says what your booking terms give right now.

Gillie asks you to confirm, as it can’t be undone: tap Refund and cancel, or Keep booking to back out. Their places go back on sale straight away.

Give money back later

Once a trip has started, or a booking is already cancelled, the last row says Give money back. Pick a Full refund or a Part refund. Only the owner or an admin can do this.

When nobody turns up

From the day of the trip until shortly after, tap Say they didn’t turn up. Either keep what they paid, as your terms say, and they aren’t emailed, or refund it anyway and they get an email.

The booking shows Didn’t turn up from then on, so you’ll see it if they book again. You can’t mark it once they’ve paid you on the day.

Where do refunds go?

A card refund goes back to the angler’s card through Stripe, from your business. It usually shows in 5 to 10 days, and Stripe keeps its fee. Until it’s through, the booking shows Refund pending. If Stripe can’t make it straight away, Gillie tries again by itself.

If they paid you in cash or by bank transfer, Gillie says so, and you give the money back yourself.

Message the angler

At the foot of the booking, tap Message to send a Text message, a WhatsApp or an Email from your own phone, or Call to ring them. Replies come straight to you.

Who can do this

The owner and admins can change any booking and refund everything that was paid. Other guides can change bookings on the dates they guide, but refund only what your booking terms give. See your team.

“This booking has just changed”

Someone else changed the booking while you had it open. Nothing has changed from your side, so look at the booking again and redo your change.