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How to charge for extras or refund a client


Plans change after a booking is paid. A guest gets added. The client wants a special bottle of wine. Or something fell short and you want to give a little back. You can now handle both directly from the booking, with no cancelling and rebooking, and no chasing the client for cash on the side. Every euro stays on the record and you get paid properly.

Two tools, both on confirmed (paid) bookings only:

  • Request Money — charge the client for something extra, such as added guests or add-ons.
  • Send Money — refund the client, for example when they remove guests. This sends the refund back immediately, so use it with care.

Where to find it

To request or send money:

  1. Log into your PCM profile.
  2. Find the confirmed booking and click Manage.
  3. On the Messages page, click the three dots icon.
  4. Select Request Money or Send Money, depending on the case.

Request Money — to charge for something extra

  1. Enter the amount and reason. Type the extra amount and a short reason. The reason is required, and the client sees it.
  2. Check the breakdown. You will see the new total with the extra added as its own line.
  3. Click send. We send the client a payment link by email and chat. It stays valid for 48 hours.
  4. The client pays, or does not. If they pay, the booking updates and you are both notified. If they decline or the link expires, the booking stays exactly as it was, and you can send a new request.

 

Important: you can only have one Request Money open per booking at a time. It has to be paid or rejected before you can send another one. You will receive a notification once the request has been paid or rejected. If you need to pull back a request that is still unpaid, you can cancel it directly from the messaging area by clicking Cancel request money.

Send Money — to refund a client

  1. Enter the amount and reason. Type how much to return (up to 100% of the booking) and a short reason.
  2. Check the breakdown. You will see the original amount, the amount you are returning, and the new total.
  3. Confirm. This one is final, so review it first. The refund goes back through the client's original payment method.
  4. We handle the rest. The refund processes automatically and immediately, the client is notified, and you will see it marked complete.

 

Proceed with caution: Send Money refunds the client straight away and cannot be undone, which is why the breakdown always comes first.

Common questions

  1. How long does the client have to pay a request? 48 hours. After that the link expires and the booking is unchanged, so you can send a fresh request if you are still in time.

  2. Is there a limit on what I can request? No hard cap, but the client can decline anything that feels off. Keep it fair and always explain it in the reason.

  3. Can I cancel a request I already sent? Yes. You can cancel a request while it is still unpaid, straight from the messaging area, by clicking Cancel request money.

  4. Can I send more than one request at a time? No. Only one Request Money can be open per booking. It has to be paid or rejected before you can send another.

  5. How long until a refund reaches the client? It depends on their method. With cards it can take up to 10 days to show; with PayPal it is usually quick. The client sees a clear estimate.

  6. Can I undo a refund? No. Once you confirm Send Money it is final, which is why the breakdown comes first.

  7. Can I run a request and a refund on the same booking at once? No. Only one active adjustment per booking at a time.

Chef Tip · Use the reason field. Whether you are charging or refunding, write a clear, honest reason every time. It is what the client sees, and it is your record if anyone asks about that booking later. Keep it on PCM so every euro is on the record and you get paid. Side deals off the platform leave you unprotected.