Change a booking: extend it, move it, edit it or cancel it

A paid booking is not frozen. You can add time, move it to another day, change products or customer details, or cancel it — and the payment you already took stays on the booking in every case. This guide covers everything you can change on a booking from its own page.

Open a booking from Bookings in the menu and click it. The buttons at the top of the booking page are Messages, Edit, Cancel and Print.

• Edit needs permission to manage bookings: account owners, account members, Booking staff and the partner roles that manage bookings. Viewers do not see it.
• Cancel needs permission to delete bookings, which account owners, members and Booking staff (and partner owners and partner members) have. It disappears once a booking is cancelled.
• Membership purchases have neither button.

Edit booking: Extend, Move or Full edit

Press Edit. A small Edit booking window asks what you want to do:

Choice	What it says	What it does
Extend	"Add time at the end. Start time, products and locks stay as they are."	Adds time after the current end.
Move	"Shift the whole booking to a new start time. Products and length stay the same."	Moves the whole booking to another day or time (reschedule).
Full edit	"Change products, quantities, dates and customer details in the booking widget."	Opens the booking window with the booking loaded, for any other change.

A choice that cannot be used is greyed out and says why:

• Extend and Move: "Not available for a canceled booking."
• Extend: "Not available once the booking has been returned."
• Move: "Not available once the booking has started." — this also applies once the booking is marked Picked up or Returned, even if the start time has not come yet.
• Full edit on a booking that has started stays available but shows a warning: "This booking has started. Changing it can change locks or show wrong PIN codes to the customer."

Extend and Move are the safe choices: they cannot drop a product line or change a lock by mistake, which a Full edit can. Use Full edit only when you need to change what was booked.

The Customer card on the booking page shows the name, phone and email the booking was made with, not the latest details on the customer record. A Move keeps them as they are.

Extend and Move open the same screens your customers use, but in admin mode: the change is applied as soon as you confirm, with no checkout. Afterwards you are brought back to the booking to settle the money (see Take or refund the price difference below).

Extend a booking (add time at the end)

1. Open the booking and press Edit, then Extend.
2. The Extend your booking window checks what is free after the booking ("Please wait while we check available extension times.").
3. Under Extend by: pick the extra time in Hours (and Days when longer extensions are possible). The list shows the new end time next to each option — "Dates and times show the new end time. Only available return times are shown."
4. The footer shows the new period and To collect: with the price of the extra time.
5. Press Extend booking.

The booking keeps its start time, products and locks; only the end moves. The lock codes are refreshed to cover the new end time, so a customer with the unlock page open may see "Code updated".

How far you can extend. Only times that are actually free are offered. The limits are:

• the next booking on the same units, plus your blocking time after a booking,
• your opening hours and return hours,
• the location's maximum booking length ("This booking has already reached the maximum allowed length."),
• if nothing is free straight after the booking: "No extension is possible because the time slots after your booking are fully booked."

Locations with fixed time slots extend by upgrading to a longer session length you offer: you get one Upgrade to … button per longer length. An upgrade costs the longer session's price minus the price of the session already booked: upgrading a 2-hour session priced 300 to a 4-hour session priced 500 costs 200. If the booking already has your longest session: "You already have the longest session offered. For a longer stay, make a new booking." Day bookings on fixed-slot locations cannot be extended at all: "Day bookings cannot be extended. Please create a new booking."

When Extend is refused outright:

• more than 12 hours after the booked end — the window says "The booking has already ended and is no longer eligible for extension. Please create a new booking.";
• event bookings cannot be extended (the window shows the same "has already ended" message);
• cancelled or returned bookings (the choice is greyed out).

If the window says "You do not have permission to manage this booking.", your role can't manage bookings on that account. "Could not extend the booking. Please try again." means the extension did not go through.

No email is sent when you extend. You are offered to send the confirmation email yourself afterwards (see below). Reminder emails that are still planned for the booking keep their original times after an extension, so a reminder timed before the booking's end is sent relative to the old end time (see the email guide).

Every extension — yours or the customer's — also shows as its own expandable row under the booking in the Bookings list; see the guide on finding and filtering bookings.

Move a booking to another day or time (reschedule)

1. Open the booking and press Edit, then Move.
2. The Move start time window opens with the current times.
3. Pick the new time:
   • on most locations, choose a New date and a New start time (your current start is marked Current);
   • on locations with fixed time slots, pick one of the offered slots: "Pick a new time below — the length of your booking stays the same."
4. The footer shows the new period and the price change: No price change, To collect: … or To refund: ….
5. Press Confirm new time.

What to know about a move:

• Length and products stay the same; only the start (and with it the end) moves. To change the length, use Extend or Full edit.
• The price can change. The booking is priced again for the new time, so weekday, weekend or season prices can make it more or less expensive.
• Every product must be free at the new time. If not: "The selected time is not available."
• Your move is not bound by the customer rules. The customer's move button and its cut-off time do not apply to you. What still blocks a move: the booking is cancelled, it has started or is picked up or returned, or a payment is still in progress on it (you then see the message "Booking has a pending payment").
• New codes follow the move. The booking's lock codes are created again for the new time.

Moving to a cheaper time never refunds automatically. After the move you see: "The new price is … lower than what has been paid. Refund the difference from the payment list." Do that from the Payment section on the booking — see the guide on refunding or cancelling a booking.

Full edit: change products, quantities, dates or customer details

1. Open the booking and press Edit, then Full edit.
2. The booking window opens with the booking loaded. Change dates, times, products, quantities, add-ons or customer details exactly as a customer would.
3. Finish the booking window.

Availability still applies: the window only offers times your location is open and where a unit is free. If the time you want is not offered, the cause is usually your open dates, not the booking.

A Full edit rebuilds the booking's lines, so locks and codes can change. That is why a started booking shows the warning in the Edit booking window. A customer standing at the lock may see their code change.

The language of the booking window is saved on the booking. It decides the language of the emails the booking sends. If the location offers several booking languages, pick the customer's language in the booking window's language picker before you finish — this applies to Full edit as well as to new bookings.

Take or refund the price difference

After an Extend, Move or Full edit you land back on the booking, and what happens next depends on the price:

• More expensive: the Add payment box opens by itself with Amount left to pay.
• Same price: you are asked Send Confirmation Email — Yes or No.
• Cheaper than what was paid: you see the refund reminder above, then the Send Confirmation Email question.

In the Add payment box, choose the Payment method:

• Payment link Stripe — "Payment link is sent to the customer's email". The customer pays by card themselves. Until they pay, their unlock page shows "You have not paid your whole booking" with a Pay button instead of their codes. Stripe can't take a payment below its smallest amount for your currency (for example 3 SEK); Settings → Payments shows the figure for your account. If the Amount is lower, the box says "The smallest amount that can be paid online is … Choose Manual to register the payment yourself." and Register Payment stays greyed out: take the money another way and register it as Manual.
• Manual — you took the money another way. Choose the Payment type (Swish, Invoice, Card Payment, Klarna Payment, Manual Invoice, Manual Swish, Manual Card Payment, Pay On Site or Test payment), set the Status, and optionally add a Payment note — "Optional note for internal record-keeping (e.g. transaction ID, reference number)".

Check the Amount and press Register Payment, or Skip to settle it later. Either way you are then asked Send Confirmation Email. You can open the same box any time with New payment at the bottom of the Payment section.

Test payment marks a booking as paid without real money — useful for test bookings before you go live. The payment line gets a Test chip and the Payment section says Paid with test payment, so it cannot be mistaken for a real payment. The booking itself still counts in the dashboard's Total Revenue and in the bookings export like any other booking, so cancel test bookings when you are done.

Send the payment link again

The payment link email can be sent again from Messages at the top of the booking: Send new message → Payment email, or Resend on an earlier payment email in the list. Both only work while the booking has an open Stripe payment link, so there is something left to pay. Otherwise they are greyed out with "Create a Stripe payment first". To send one, press New payment in the Payment section and choose Payment link Stripe: registering it emails the link to the customer. The payment email always shows the amount of the open link. If the link was removed after you opened the booking, you see "This booking has no open payment link. Create a Stripe payment under New payment to send one."

Test bookings made with Make a test booking

A booking made with Make a test booking (in the top bar of a location's page, next to Save) is a different thing from a Test payment: the booking page shows "This is a test booking. It's left out of your numbers and cancelled automatically 30 minutes after it was made." followed by "No payment was taken." or "The test payment is refunded." In the Bookings list it is hidden unless Show test bookings ({count}) is on, and then has a Test chip; it is kept out of the dashboard figures, and Rentalbuddy cancels it by itself after 30 minutes. Cancel it yourself to end the test sooner. Setting up a test booking is covered in the setup checklist guide.

The Payment section on the booking

The Payment section shows the payment status, Total (VAT incl), Paid and Left to pay, and one line per payment with Amount, Payment method, Status, Payment ID, Created and Registered by.

• Registered by says who took the payment: a colleague's name, Customer for card payments the customer made themselves, or a partner or Rentalbuddy Staff label (the same labels as the change log below). Older manual payments show a dash.
• Void payment (the bin icon on a manual payment) replaces deleting: "The payment stays in the list as voided and no longer counts toward the paid amount." You can add a Reason (optional). Voided lines are greyed out, struck through, marked Voided and sorted last, and can no longer be edited. Voiding moves no money — it only corrects the record.
• Remove payment link (the bin icon on an unpaid payment link): "Do you want to remove this payment link? The customer will no longer be able to pay through it."
• Show payment history (the clock icon) opens the Payment history of that line: Registered, Updated, Voided, Refunded, Payment link sent and Payment link removed, each with who and when. The icon only appears on a payment that has recorded history: one registered, changed, voided, refunded or sent as a payment link since this history was added in September 2026. Older payments, and a card payment the customer made at checkout that nothing has happened to since, have no history icon.
• Refund (the circular arrow) appears on card payments made through Stripe, for users who may refund. Booking staff don't see it, and a manual payment they register with a negative amount or a refunded status is refused. How refunds work is covered in the guide on refunding or cancelling a booking.
• A booking marked Paid from before August 2025, when amounts paid were not yet recorded, counts as fully paid in Paid.

Put a booking on a different lock (Edit Lock)

At locations with smart locks, the Order lines section of the booking has an Edit Lock button.

1. Press Edit Lock. Each line gets a Lock dropdown.
2. Pick another lock. The list only offers locks that carry the same product and are free for this booking's time.
3. Press Back when you are done.

You see "Locks updated." When a customer may already have the booking open, you also see: "Customers who already have this booking open will see the new codes refresh once a minute. If they switch a browser tab and back — or lock and unlock their phone — it should update within a few seconds."

If a line says Product fully booked, every unit of that product is taken for that period: "At least one product is fully booked. Lock reassignment for fully booked lines can be done in Booking Management." There you can drag bookings between locks, including swapping two bookings — see the guide on the Booking Management timeline. Moving a booking to another lock (and back, if you want the original lock) is also the only way to get a fresh Igloo code; there is no regenerate button.

A finished booking keeps its lock. Once a booking is over — returned, or ended more than 30 minutes ago — its lock can no longer be changed, here or in Booking Management: it stays the lock the customer used. For a booking that ended without a return you see "The booking is over. Its lock stays as the customer used it."; for a returned booking the refusal is a short technical message in English.

Which lock number the booking shows. While a booking is open, its order lines show the lock's current number, so if you renumber a lock on the Locks tab, its open bookings follow at once. A finished booking keeps the number it was used with. If that lock has been renumbered since, the line shows both, for example 12 (now 14). A booking on a lock that has since been deleted still shows the number it was used with.

When customers extend or move their own booking

Customers can do this themselves only if you switch on Show extend booking button and Show move start time button in Key settings on the Customer flow tab: under Settings for the whole account, or on the location's own Customer flow tab if that location has Location-specific switched on (see the customer flow guide). The buttons then appear on the customer's unlock page and in any email that includes them, for example the Extend booking button in an email. What the customer can do is stricter than what you can do:

• Extend: the customer picks the extra time and pays by card. On an account with Stripe payments switched off, the extension is applied straight away and recorded as Pay On Site — collect it yourself. The customer gets their booking confirmation email again after the extension. While they are paying, the Bookings list can mark the booking "Customer is completing an extension checkout." The unlock page's extend button disappears when the page closes, 30 minutes after the booked end; an extend button in an email keeps working until 12 hours after the booked end.
• Move: only before the booking starts, and not once it is picked up or while a payment is pending. The customer's cut-off is the Time before start that you can book (-59 = possible to book 9.00 untill 9.59) value of the open period that applies today, when it is above zero (see the opening hours guide). If the new time costs more, the customer pays the difference by card (this needs a card-paid booking). If it costs less, the difference is refunded automatically to the card they paid with; bookings not paid by card cannot be moved to a cheaper time by the customer and they are asked to contact you.
• Paying the rest: if you sent a payment link, the customer pays it with Pay on their unlock page.

When the customer has to pay online — for an extension, a move to a more expensive time or the rest of a booking — Stripe's smallest amount applies. If the amount due is above zero but below it, the customer sees "This amount is too small to pay online. The smallest amount that can be paid online is …" and nothing is changed; extend or move the booking for them yourself and take the money with a Manual payment. If your Stripe account has no payment method switched on, they see "Online payment is not available right now. Please contact the location to complete your booking." (see the guide on payment methods).

Customers can't cancel a booking themselves: there is no cancel button in the booking window, the emails or the unlock page. They contact you, and you cancel (and refund if you want to) from the booking.

Customer changes show in the change log as made by Customer.

Create a booking yourself (as an admin)

There are two ways:

• The book button in the top bar. It shows your location's own book-button text and style (BOOK if you have not set one) and books at the location picked in the Location picker. On a phone, open the menu first — the button is inside it.
• Book for customer on a customer's page under Customers. The booking window opens with that customer attached. You need a location picked in the Location picker at the top of the left menu first; otherwise you see "Select a location in the bar before booking for a customer."

Then:

1. Pick products and times in the booking window as a customer would. The booking window prices the booking normally; to give a discount, use a promo code in the booking window.
2. Finish the booking window. You land on the new booking.
3. If there is something to pay, the Add payment box opens: send a Payment link Stripe or register a Manual payment (see above).
4. You are asked Send Confirmation Email. Bookings you create are not confirmed to the customer by email unless you say Yes here (or send a payment link, which emails the link).

Good to know:

• The booking is recorded as created by you, so the change log shows your name, for rentals and event bookings alike. Only event bookings made from the admin before this was added still say Booking created by: Admin.
• Email language: the booking takes the language the booking window was showing when you finished it — see the tip under Full edit.
• Codes: at an unmanned location the booking gets its lock codes like any other booking, even while unpaid — unless you send a payment link, in which case the customer's unlock page asks them to pay first.
• To keep a unit free for service for a few hours, you can book it yourself this way. For longer, switch the lock off — see the locks guide.

Cancel a booking — cancelling is not refunding

Cancelling never sends money back. Not fully and not partly. The payment stays exactly as it is. If the customer should get their money back, you refund it as a separate step from the Payment section — before or after cancelling, either order works. That is described in the guide on refunding or cancelling a booking.

To cancel:

1. Open the booking and press Cancel at the top.
2. Confirm Cancel booking? — "Are you sure to cancel this booking?" — with Cancel booking.

You see "Booking deleted". Despite that wording, the booking is not deleted: it stays in your list marked Canceled.

What cancelling does:

• The booking is marked Canceled and its units become bookable again.
• The customer's unlock page shows "Your booking have been cancelled." instead of codes.
• Its scheduled reminder emails are no longer sent. No cancellation email goes to the customer — tell them yourself if needed.

What it does not do:

• It moves no money and sends no refund.
• It cannot un-send a code the customer already has. An Igloo code can typically keep working in the lock until its own time window ends, because such codes cannot be withdrawn from the lock remotely.

Cancelling cannot be undone from the admin. If it was a mistake, create a new booking for the customer.

Do not cancel just because the customer came back early — mark the booking Returned instead, which frees the unit straight away. That is covered in the guide on pickup, return and booking statuses.

The change log: who changed what

The Change log on the booking lists every change, newest first, down to Booking created by at the bottom. Each row starts with the date and time.

Who is written from your point of view:

• a colleague on your account — just their name;
• a user from another account — "Name (Company)";
• a partner who manages your account — Partner: followed by the company (and the person's name in brackets);
• Rentalbuddy Staff — a change made by Rentalbuddy support;
• Customer — the customer did it themselves, for example an extension or a move.

Older rows made before names were recorded show Admin, Customer, Extension or Unknown instead.

What is shown on edit rows, under Booking updated by:

• "Date changed from … to …", "Start date changed from …", "End date changed from …"
• "… changed quantity from … to …", "… was added", "… was removed"
• "Price changed from … to …"

Lock changes are logged too, whether you used Edit Lock or dragged the booking in Booking Management: "Lock changed from 12 to 14 for Kayak by: Anna", or "Lock 14 assigned for Kayak by: Anna" when the line had no lock before. Bookings moved to a new lock by Replace lock on the Locks tab end in "via lock replacement".

The log also records pickup and return: "Booking checked in by", "Booking checked out by", "Pick-up status set to … by", "Check-in cleared by", "Check-out cleared by" and "Check-in and check-out cleared by", followed by who did it and where — for example "Booking checked in by: Customer via Unlock page". What each of these means is covered in the guide on pickup, return and booking statuses.

Quick reference

You want to…	Do this
Give the customer more time	Edit → Extend
Move a booking to another day or time	Edit → Move
Add or remove a product, change quantities or customer details	Edit → Full edit
Take the extra money	Add payment box: Payment link Stripe or Manual
Give money back after a cheaper change	Refund from the Payment section
Correct a wrongly registered manual payment	Void payment
Put a booking on another lock	Edit Lock in Order lines, or drag in Booking Management (not once the booking is over)
Send the payment link again	Messages → Send new message → Payment email (only while a payment link is open)
Let customers extend or move themselves	Customer flow → Key settings (under Settings, or on the location if it is Location-specific)
Book for a customer	Top-bar book button, or Book for customer on the customer
Stop a booking happening	Cancel — no money moves
Free a unit because the customer is back early	Set the status to Returned

Common questions

Can I edit a booking after it is paid, or can I only delete it? You can change it: Edit gives you Extend, Move and Full edit, and the payment already taken stays on the booking. Cancelling is only for bookings that should not happen at all.

How do I reschedule a paid booking to another day? Press Edit, choose Move, pick the new date and start time and press Confirm new time. If the new time costs more, the Add payment box opens afterwards.

Does the customer get their money back if I move the booking to a cheaper time? Not automatically when you move it. You are told how much lower the new price is, and you refund the difference yourself from the Payment section.

Why is Move greyed out? The booking has started, is already marked Picked up or Returned, or is cancelled. Use Extend to add time to a running rental, or Full edit for other changes.

If I cancel, is the customer refunded automatically? No. Cancelling only marks the booking Canceled and frees the unit. Refund separately from the Payment section.

Does the customer get an email when I extend their booking? No email is sent automatically when you extend, move or edit. Afterwards you are asked Send Confirmation Email — press Yes to send it.

Can I change the price on a booking I make for a customer? The booking window prices it like any booking; use a promo code in the booking window for a discount. The payment box lets you register another amount, but the booking then shows what is left to pay.

Why is there no history icon on this payment? The clock icon only shows on payments with recorded history. Payments from before September 2026, and a customer's checkout card payment that hasn't been refunded or changed, have none.

The change log of an older event booking says Admin, not a name. Why? Event bookings created from the admin used to be recorded without a name, so older ones show Booking created by: Admin. Event bookings made now show the staff member's name, like rentals.

Who changed this booking? Look at the Change log on the booking: each row names a colleague, a partner, Rentalbuddy Staff or Customer, and the Payment section's Registered by column shows who took each payment.

Why can't I change the lock on a booking that is over? A finished booking — returned, or ended more than 30 minutes ago — keeps the lock the customer used, so its history stays right. Only open bookings can be moved to another lock.

Why is Payment email greyed out in Messages? The booking has no open Stripe payment link. Press New payment, choose Payment link Stripe and register it; that emails the link to the customer.

Why can't I send a payment link for a small amount? Stripe doesn't take payments below its smallest amount for your currency. Take the money another way and register it as Manual.

Where can I see who moved a booking to another lock? In the booking's Change log: "Lock changed from … to … by" names who did it, and "via lock replacement" marks moves made by Replace lock.

There is a booking with a Test chip — do I need to cancel it? No. A booking made with Make a test booking is cancelled automatically 30 minutes after it was made and is left out of your dashboard figures. You can cancel it yourself to end the test sooner.

Can customers cancel their own booking? No. There is no cancel button for customers in the booking window, the emails or the unlock page. They contact you, and you cancel the booking (and refund it if you want to) from the booking page.

Can Booking staff change and cancel bookings? Yes. Booking staff see Edit (Extend, Move, Full edit) and Cancel, can use Edit Lock and register payments or send payment links. They can't refund: the Refund button is hidden for them.

What does an upgrade to a longer session cost on a fixed-slot location? The difference: the longer session's price minus the price of the session already booked. Upgrading a 2-hour session priced 300 to a 4-hour session priced 500 costs 200.

The customer changed their phone number, but the booking still shows the old one. The Customer card on the booking shows the contact details the booking was made with, not the customer record's latest details. Moving the booking keeps them.