Refund Guarantee by Spot – Operator Guide

Refund Guarantee by Spot gives guests more flexibility while fully protecting your revenue. When a guest opts in during checkout, Spot allows them to cancel for any reason up to 24 hours before their activity and receive 80% back.
You keep 100% of the booking value, and Spot handles all refunds and customer support.

What Operators Need to Know

Guests choose Refund Guarantee at checkout — it is optional.
There is no cost to the operator; guests pay the premium.
Refunds, questions, and support are handled entirely by Spot.
Operators always retain 100% of the booking value, even when customers cancel.
If a canceled unit is later rebooked, operators keep the revenue from both bookings.
Refund handling clarity: Issuing a refund directly in Flybook does not technically void Spot coverage, but it may make the customer ineligible for a Spot payout. Spot can still process a claim if the guest is 24+ hours before the activity start time, even if an internal refund was issued in Flybook.
Spot premium cost to the guest is 11% of the item’s value.
Coverage limit: up to $5,000 per booking. Items over the $5,000 limitSpot Refund Guarantee will not be offered at checkout
Billing flow: Guests pay the full amount (item + Spot premium) at checkout, but the Spot portion is billed to the merchant via their Flybook invoice.
- Example: For a $100 item with Spot, the guest pays $111 at checkout. The merchant receives $111. Spot then bills Flybook $11, and Flybook invoices the merchant $11 for the Spot premium.
- Operators should expect to see Spot charges on their Flybook invoice, including those on processing‑inclusive models.
Refunds are paid to customers via PayPal or Venmo.
Coverage applies to new bookings only.

Before Enabling Spot

Please review these requirements:

Bookings must be paid in full at checkout (no deposits or partial payments).
Applies only to online customer bookings (not back‑office/internal).
Packages and products are not supported in this release.
Cancellations are all-or-nothing — partial cancellations are not eligible.
This is the initial release; additional functionality will be added in the future.
Spot is only available on Flybook accounts that are processing through Fullsteam Payments; Stripe and legacy processors are not supported.

Operational Recommendations

To ensure a smooth rollout:

Update your cancellation policy to address Spot vs. non‑Spot cancellations.
Check Setup → Web Integration to ensure the Spot messaging displays properly.
Review and update any email templates that reference cancellations.
Disable self‑cancellation if you currently allow it.
Create an internal SOP for handling balances owed after cancellations.
Monitor dashboard notifications for Spot‑related cancellations.
Run the Balances Due report regularly.
Use the Spot Report (Reports → Financial → Spot) to review:
- Premiums collected
- Spot activity
- Cancellations processed through Spot

What Guests See at Checkout

On the payment page, any eligible item in the guest’s cart will show the option to “Make this item refundable.”
This section includes:

The Spot Refund Guarantee price for that specific item
A short description: cancel for any reason 24+ hours before the activity and receive 80% back
A clear Add button to include Refund Guarantee before purchase
Spot branding and terms acknowledgment
Pricing is calculated per eligible item, based on the booking value

This is the only place guests can add a Refund Guarantee, and the cost is calculated per eligible item based on the booking value.

Terms and Conditions

https://www.getspot.com/cancel-for-any-reason-terms/the-flybook

What Guests Receive After Adding Refund Guarantee

When a guest adds Spot Refund Guarantee to their booking, they receive a confirmation screen like the one shown below. From here, they can easily view their coverage details, manage their Spot protection, and access any support directly through Spot. This ensures guests always know how to handle cancellations and what is covered without needing to contact your team.

Spot Confirmation Email

Identifying Spot Coverage in a Reservation

View from Payment Tab

How to Enable

Spot is activated by Flybook admins on a per‑account basis. To enable Refund Guarantee, contact Flybook Support.