Refund a payment

You can refund a booking fee, a treatment payment or a no-show fee from the appointment it was taken for. Refunds go back to the card the patient paid with.

Before you start

• Only the clinic owner can issue refunds. Other team members see “Only the clinic owner can issue refunds.” on the appointment.
• Stripe must be connected.

Steps

1. Open the appointment from Bookings.
2. Scroll to Danger zone at the bottom of the page. It only appears when there’s something to refund.
3. Choose what to refund. Each button shows the amount:
   • Refund booking fee: the booking fee only.
   • Refund treatment fee: what was paid for the treatment through payment links.
   • Refund no-show fee: a no-show fee charged to the card on file, in full.
   • Refund total amount: everything the patient has paid for this appointment.
4. Check the amount and select Yes, refund £… to confirm, or Back to change your mind.

What happens next

• The payment’s status changes to Refunded and the Payments section shows how much has been refunded.
• The patient is sent a message that their refund has been issued. Refunds usually reach their account within five to ten working days, depending on their bank.
• If you use Xero, the refund is sent to Xero as a credit note.

Refunds Clinicify makes for you

• When your clinic cancels an appointment, the booking fee is refunded in full automatically.
• When a patient cancels outside your cancellation window, the booking fee is refunded automatically if you’ve turned on Automatically refund early cancellations in Booking policy. If it’s off, the patient is told you’ll normally refund it, so refund it yourself using the steps above.
• When a patient cancels inside your cancellation window, the booking fee is kept and isn’t refunded.

The cancellation email tells the patient what happened to their booking fee.

Good to know

• Refunds from the appointment page refund the full remaining amount. For a partial refund, or to refund a booking fee kept after a late cancellation, use your Stripe dashboard. Clinicify picks up the refund, updates the appointment and tells the patient.
• A refund can’t be undone from Clinicify.
• If a refund fails partway through Refund total amount, check Stripe before trying again, as part of it may already have gone through.
• Stripe’s rules on refund fees apply to your Stripe account.