Redeeming and refunding a pass

Reference 5 min read Updated: September 8, 2026

When a pass is spent, what happens on cancellation and no-show, and what “partially covered” means. Available from the Pro plan.

The guest enters their pass code on the summary step of the booking page. Bokko shows there how much the pass covers — but the actual deduction happens only when you accept the booking.

InfoWhile a booking is still a request, nothing is spent from the pass. A declined or withdrawn request therefore never costs a session.

If the cover ran out in the meantime

Between the request and the acceptance another booking of the same guest may spend from the pass. On acceptance Bokko recalculates against the fresh balance and records on the booking how much is left to pay. The booking does not fall through — the difference is settled on site.

InfoThe deduction can never be larger than what the guest saw on screen when booking. If their cover improved in the meantime, that does not produce a bigger deduction.

Cancellation, rescheduling, no-show

How the booking ends	Is the session returned?
You decline the request	Yes — the booking never really came about.
You, your staff or an admin cancels	Yes, regardless of the cancellation window.
The system closes it (an expired deposit deadline, say), or it is cancelled via the API	Yes — the guest did not give up the slot.
The guest cancels within the cancellation window	Yes.
The guest cancels late	No — the session is lost.
The guest does not show up (no-show)	No — the session is lost.
Rescheduling	The redemption follows the booking; no new deduction is made.

Info"Late cancellation" is measured against when the guest cancelled, not when the system processed it. A cancellation made in time does not become late because processing lagged.

WarningA no-show always costs the session — this is not configurable. A pass is a session entitlement, and on a no-show the guest held the reserved time.

WarningIf the pass has meanwhile become Expired or Voided, the reversal restores the balance but cannot revive the pass. The guest therefore does not get the session back in usable form — issuing a new pass is the way out.

With a monthly (period) pass, rescheduling moves the usage too: if the new time falls into another month, the session is charged against that month’s allowance.

What “partially covered” means

With a prepaid-balance pass the balance may not cover the whole amount. The booking is then partially covered: the pass pays what it holds, and the rest shows up as payable. Session- and period-based passes have no partial cover — they either cover the booking or do not apply.

InfoThe reversal is always automatic — there is no button for it. You see it on the pass detail page in the Activity list as a Reversed entry.

Attaching a pass by hand

On the booking details you can attach a pass by hand, or take one off. If the booking already carries settled payment — a captured deposit, a card charge or a redeemed gift card — the pass link cannot be changed; overriding the final price is the right tool there.

Why is the pass rejected?

If the code is valid but the pass still does not apply, it is usually one of these:

The pass is expired, not yet valid, voided or depleted.
On a period pass, the allowance for that period is used up, or the booking date falls outside the pass’s periods.
The chosen service is not in the pass’s scope.
The booking is for a different location than the pass allows.
The booking chains several services — session- and period-based passes only apply to single-service bookings.
The pass’s currency differs from the booking’s.

Was this article helpful?

Still have questions?

If you didn't find the answer, write to us — we'll reply.