Knowledge BaseCancellations & refunds
How to cancel a reservation or event on Thril, how refunds work, and what to do when you need the venue's help.
Plans change. Here's how cancelling works on Thril, how you'll get your money back, and when to involve the venue.
Whether you can cancel, and by when, depends on the venue's terms for what you booked. You can always see those terms at checkout and in your booking details. See Booking & event terms.
Cancelling a reservation
If the venue allows self-service cancellation and you're still within the cancellation window, you can cancel right in the app:
- Open My activities and select the reservation.
- Choose Cancel and confirm.
Once cancelled, any refund is handled automatically according to your refund settings (see How refunds work below).
Past the deadline, or need a change? If the cancellation window has closed, or the venue doesn't offer self-service cancellation, contact the venue directly.
There's no in-app way to move or reschedule a booking. To change a time, cancel the existing reservation (refunded according to the venue's terms) and book the new slot, or contact the venue and ask them to adjust it for you. Cancellations for reasons like weather also go through the venue.
Leaving a shared payment after you've paid
When the booker shares a reservation's payment with other players, you can leave after you've paid your share. This works while the shared payment is still open, which is until two hours after the reservation ends, and while the reservation is confirmed.
- Open My activities and select the reservation.
- Choose Leave reservation. The app shows what you get back.
- Pick how you want the refund: as venue credits, or to your original payment method where that's available.
- Confirm.
You get your whole payment back: your share of the court, your share of any shared extras, and your own extras. A refund to your original payment method can carry a small refund fee, and the amount the app shows already takes it off. If you paid with a session card, the use goes back to your card.
Your seat opens up again. Another player can take it through the reservation's share link, and if nobody does, the booker pays your share. You can also join again yourself while the shared payment is open.
The booker can also remove you after you've paid. You then get your payment back the way your refund settings say.
If you bought your share at the venue's checkout, or you joined as a guest without a Thril account, you can't leave in the app. Contact the venue, and they can take you off the reservation and settle the refund.
Cancelling event participation
For events, courses, classes, tournaments, and leagues, what you can do depends on the venue's setup and where the event is in its lifecycle:
- Before registration closes: you can usually leave the event yourself from My activities.
- After it's confirmed: leaving may no longer be possible. Some venues instead let you sell your spot, which lists your place for another player to take and frees you from the event; others make participation binding. The available option is shown on the activity.
- Binding events: if the venue has made participation final, reach out to the venue about any exceptions.
If the venue cancels an event
If a venue cancels an event you've joined, any refund is up to the venue. If you've paid and have questions about getting your money back, contact the venue.
How refunds work
When a cancellation qualifies for a refund, here's what to expect:
- Refunds default to credits. Money is returned as venue credits you can spend on future bookings and purchases at that venue (or chain). These appear in your Wallet.
- You can choose your preferred refund method in your settings. If you'd rather be refunded to your original payment method where possible, set that preference there.
- Original-payment-method refunds aren't always available. Some payment methods (for example Epassi) can only be refunded as credits. Stebby payments can go back to your Stebby wallet, with no refund fee.
- A small refund fee may apply. In some regions, a fee may be deducted when refunding back to your original payment method. Refunding as credits avoids this.
- Paid at the venue or by invoice? If your reservation is cancelled within the venue's rules, or another player buys it from you, what you paid comes back as venue credits. The same goes for a recurring reservation you paid upfront. An invoice from the venue still needs paying.
You can set your preferred refund method in your account settings at any time. It applies to future refunds.
Memberships, cards & other purchases
- Memberships: for a recurring membership, you can often cancel it yourself via Terminate membership (under Settings on the web, or your Wallet in the app); otherwise contact the venue. See Memberships, cards & wallet.
- Session cards, credits & gift cards: these are generally non-refundable. See the Wallet guide for how they work and where to find your balances.
Still need help?
For anything other than a payment that won't go through, the quickest path is:
- Check the app first — open the booking or activity's details page (from My activities), where the action you need (cancel, leave, sell your spot) often lives.
- Contact the venue — they set the terms and can handle exceptions, adjustments, and event-specific refunds.
- Contact Thril support at support@thril.fi if you're still stuck.
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