How to set your Space refund and no-show policy
Your refund and no-show policy tells guests what they get back if they cancel late or don't turn up. Guests see it and agree to it before they pay. Each booking keeps the policy it was made under, so changes apply to new bookings only.
Set one policy for every Space
- Go to space.tbbnetwork.com → My Spaces.
- Under Refund & no-show policy ("Set one policy for every Space a Business hosts"), choose your Business.
- Set the fields below and select Save policy.
Set a different policy for one Space
- Open the Space's page and find Refund & no-show policy.
- Change the fields and select Save for this Space. The policy now shows Custom for this Space.
- To go back to the Business-wide policy, select Use the Business default.
The fields
| Field | What it means |
|---|---|
| On-time cancellation | How many hours before the start a guest must cancel to count as on time |
| Refund if on time | What an on-time cancellation gets back, as a % of the price plus tax |
| Refund for a late cancel / no-show | What a late cancellation or no-show gets back, as a % of the price plus tax |
| No-show after | Minutes after the start, without checking in, before a guest counts as a no-show |
| Reschedule until | Up to how many hours before the start a guest may move the booking |
| Automatically mark a coworking guest a no-show… | Marks a coworking guest a no-show when they haven't checked in by then |
| Treat a drop-off that never arrives… | Counts a drop-off that never arrives before the hold ends as a no-show |
| Let guests move their booking… | Allows rescheduling to another free time, through TBBN |
| Note to guests (optional) | Anything else guests should know |
Rules that always apply
- The processing fee is never refunded when a guest cancels or doesn't show.
- If you cancel, the guest is refunded in full, processing fee included.
- With no policy of your own, the TBBN default policy applies.
Example policies
Flexible café table: on-time cancellation 2 hours, refund if on time 100%, late cancel / no-show 0%, no-show after 15 minutes.
Meeting room: on-time cancellation 24 hours, refund if on time 100%, late cancel / no-show 50%, reschedule until 24 hours before.
Event space: on-time cancellation 168 hours (7 days), refund if on time 100%, late cancel / no-show 0%, rescheduling off.
Common questions
I changed my policy — does it affect existing bookings? No. Each booking keeps the policy the guest agreed to.
A guest disputes a no-show. They can report it from their booking page. TBBN reviews it before you're paid for that booking — keep check-in records accurate.
Still stuck? Ask in the community or contact us from tbbnetwork.com/contact.