1
The manage page, no login required
A customer opens their booking from the confirmation email and can reschedule or cancel it themselves — the link is all the access they need.
2
The refund shows before they confirm anything
Full refund, partial credit, or a fee — spelled out in dollars before the cancel button is even active, never a surprise after the fact.
Shown before you confirm
3
The policy ladder, set once in settings
Full refund outside 48 hours, credit minus a fee inside it — venues set their own ladder, and every cancellation is measured against it the same way.
4
The Refunds report matches reality
Every cancellation, its policy outcome, and its true state — reconciled against what actually left the account.
