Who decides refunds
Refunds for a service are determined by the Business that provided it, in line with its stated terms and applicable consumer-protection law. Brakett provides the tooling to record and process refunds the Business authorises.
How refunds work in Brakett
- A Business can record a full or partial refund against a booking; this updates
the booking’s payment state (
refunded/partially_refunded) and is recorded in the payment audit trail. - Online refunds are sent back through Brakett’s payment provider once issued; the customer’s bank may take additional days to show them.
- A refund lowers what the booking or purchase is worth; it never creates a new balance for the customer to pay.
- If a customer disputes a payment with their bank, the related booking or purchase may be put on hold until the bank decides. The customer is told when it is settled.
Deposits
Whether a deposit is refundable depends on the Business’s deposit + cancellation policies and the circumstances (e.g. cancellation notice, no-show).
Disputes
If a customer believes a charge is wrong, they should contact the Business first. Brakett records payment disputes and chargebacks and reverts the booking to a hold while a dispute is reviewed.
Records & transparency
Every refund/waiver/offline-payment action is logged (payment_audit) with the
actor and amount.
Changes
Versioned; the applicable version is the one in effect at the time of the transaction.