Activity Vouchers

An Activity Voucher is a prepaid entitlement to a specific experience: one rental of a chosen activity and duration, on any eligible date within a season you define. Customers buy vouchers during a sale (for example Black Friday), receive one code per voucher by email, and later book a normal departure by applying the code at checkout.

A voucher is not a dollar balance and not a discount. It pays for exactly the covered experience at the purchased terms, even if your prices change before the customer books.

Where to find it

Go to Resources > Activity Vouchers in the dashboard sidebar. The list shows each promotion with its link name, status and last update. Filter by status with the Promotion status dropdown.

Promotions belong to the location you are viewing. Vouchers are redeemed at the location that sold them.

Promotion settings

A promotion is edited as a draft and sold from its published terms. Publishing takes a frozen copy of the draft (a revision). Every purchase records the revision it was sold under, so later edits change future sales only.

Promotion details

What each voucher covers

The coverage summary under these fields reads back the promise, for example "Each voucher covers 1 rental unit for 30 minutes of Jet Ski Rental, plus 0 included add-ons."

Sale and redemption dates

All times use the location's time zone. Departure dates are inclusive.

These are three independent clocks. A voucher bought in November for a season starting in May can be booked in January. Closing the sale does not stop that booking, and passing the Book by date does not cancel a booking that was already made.

Cancellation policy

Each promotion carries its own voucher cancellation policy, frozen with the purchased revision.

Restore returns the same code to the customer under its original dates and exclusions. It does not extend the voucher and does not refund the purchase. Forfeit keeps the voucher consumed. All four outcomes must be chosen before you can publish. See Cancelling a voucher booking for how this policy is applied and how to make an exception for one booking.

This voucher policy is separate from the location's customer booking management cancellation window, which only controls whether customers may cancel online at all.

Promotion statuses

Promotions cannot be deleted. Use Review & Publish, Pause Sales and Archive in the promotion header; each asks for confirmation. Every publication is listed under Publication History, and each order shows the exact terms it was purchased under.

Taxes and fees

Applicable taxes and customer fees are collected at purchase, calculated from the discounted voucher price using the location's taxes and fees that apply to the covered activity. A flat fee is charged once per order, not once per voucher.

When the voucher is redeemed, the covered rental and its original taxes and fees are already paid. A fully covered booking never asks the customer for another mandatory charge, even if your prices, taxes or fees have gone up. Anything the voucher does not cover (an extra rental, an add-on that is not included) is priced at current rates with current taxes and fees on that uncovered part only.

A flat fee is never charged twice on one booking. If the vouchers applied to a booking already paid a flat fee, the uncovered part does not pay it again; only any difference to the fee's current amount is collected. For example, a $3 booking fee paid with the voucher stays $3 when the customer adds a second rental, and becomes $5 if you have since raised that fee to $5. The booking shows one line per fee, combining what the voucher paid and what the booking collected.

How customers buy

The purchase page lives on your booking site at /vouchers/<promotion-link-name>, for example https://book.example.com/vouchers/black-friday-jet-ski. There is no public list of promotions, so link to the page from your website, email campaigns or a Book Now button in voucher mode.

1. The customer chooses a Number of vouchers (1 up to the per-order maximum) and reviews What each voucher covers: coverage, valid dates, exclusions and the cancellation policy.
2. They enter their name and email. Ticking Send these vouchers to someone else adds a recipient email and optional name.
3. They accept the voucher terms and pay by card in one step. The card is charged immediately.
4. The voucher codes appear on screen, with Copy code and Use this voucher buttons, and are emailed.

There is no receipt page. If the browser closes mid-payment, reopening the purchase page checks the saved attempt and shows the outcome without charging twice. An order that has not been paid within 20 minutes expires and releases its place in the sales cap.

Voucher codes and the email

Each voucher gets its own code in the format AV-XXXXXXXX-XXXXXXXX-XXXXXXXX-XXXXXXXX. Treat codes like cash: anyone holding a code can redeem it, and the dashboard only ever shows the last characters.

One email is sent per order, containing every code, what is covered, when the customer can book, the cancellation policy and a Choose your date(s) link to the redeem page. The email goes to the recipient when one was given, otherwise to the purchaser.

If a purchase is flagged for review (for example a dispute or an unexplained refund on the payment), the customer sees "Your purchase needs a quick review" and no codes are released until the order is resolved. See Manage Voucher Orders.

How customers redeem

1. The customer opens the emailed link, or goes to /vouchers/redeem on your booking site, enters a code and clicks Check voucher. The page shows the promotion, "Code ending …" and the full purchased terms. It never shows a remaining balance, because there is none.
2. Choose your date starts a normal booking for the covered activity. The customer picks a departure, equipment and any add-ons as usual.
3. At checkout they apply the code under Apply Voucher, and can add more codes one at a time. The price breakdown shows an Activity Vouchers prepaid line, and the button reads Confirm Booking when nothing is due or Pay & Book when extras are owed.
4. The booking is created as a normal Confirmed booking with the full equipment, guest and add-on quantities. Only confirmed booking creation consumes the voucher.

Rules that apply at redemption:

• The departure must be inside the valid dates and weekdays, outside every exclusion, and booked within the Bookings open / Book by window. Availability is checked as for any booking; a valid voucher is not a guaranteed seat.
• Each code covers its configured units of an eligible equipment type at the purchased duration. Two rental vouchers on a booking for three jet skis cover two units; the third rental and any add-ons that are not included remain payable. Vouchers cannot be applied to a different duration or equipment type.
• A voucher is consumed in full. A booking that would be cheaper than the voucher price does not create credit or a refund.
• Vouchers cannot be combined with coupons, gift cards or manual price overrides on the same booking, and cannot be used on OTA bookings.
• Once the customer starts paying, the codes are reserved for that checkout for 20 minutes. A code can be reserved or redeemed by only one booking at a time. An interrupted checkout is resolved automatically, and the customer is guided to check its status before starting over.

Staff can redeem vouchers on behalf of a customer in the New Booking wizard. See Redeem an Activity Voucher.

Voucher and redemption states

Each code has a status, and each use of a code has a redemption state. Both appear on the order page and in the report.

The Activity Voucher report adds derived inventory states such as Expired (the terms have lapsed) and Not yet redeemable (before Bookings open).

Voucher bookings

A booking funded by vouchers shows an Activity Vouchers panel with each voucher (masked code, state, coverage) and a Prepaid value applied line. The prepaid amount is not a payment on the booking: the money was collected on the voucher order and stays in the voucher ledger. Balance, invoices, payments, tips and refunds of the customer's own payments work as usual.

Because the voucher pays for specific products at specific prices, these bookings use dedicated, reviewed flows instead of the ordinary editors. Every flow shows a preview and asks you to confirm, and every result is recorded in the booking's event log and the voucher history.

These flows require a future, Confirmed booking that has not checked in (or, for reinstatement, a future Canceled one). Bookings with a gift card applied, OTA bookings and private tours need operator assistance through support.

Cancelling a voucher booking

When you cancel a voucher booking, the Change Status dialog adds a Voucher cancellation review:

1. Choose the Reason for cancellation: Customer cancellation, No-show (only after the scheduled start) or Operator cancellation. The reason selects which outcome from the purchased policy applies. A customer cancellation is on time when it happens at or before the policy cutoff.
2. Leave Voucher handling on Follow each voucher's purchased policy, or choose an exception to restore or forfeit every voucher on this booking and enter a Reason for this exception. Exceptions apply to this booking only and never change the promotion.
3. Review each voucher's outcome and the Balance after cancellation, tick the confirmation box and update the status.

Restoring a voucher never refunds its purchase and never lifts a refund or dispute restriction. Forfeited value stays on the cancelled booking and cannot pay a cancellation fee. Refunds of payments the customer made on the booking itself are a separate decision in the same dialog, as for any booking.

Customers can cancel their own voucher bookings online when customer cancellation is enabled and the booking is inside the location's cancellation window. They see the same per-voucher outcomes before confirming. Customers cannot reschedule a voucher booking online; they need to contact you.

Orders, resends and refunds

The Orders & Vouchers tab on a promotion lists every purchase with its payment and fulfillment status. Opening an order shows the order summary, each voucher (masked) with its state, refund history, delivery attempts and the exact Purchased terms.

• Resend Vouchers queues one new email with every code that is still usable, to the original recipient. Used, forfeited and restricted codes are left out. One resend per minute per order.
• Refund vouchers returns the original purchase money for selected unused vouchers to the original card. Each voucher refunds exactly its original allocation (product price plus taxes, and customer fees if you choose to return them); you cannot refund an arbitrary amount or the current retail price. Used, reserved, refunded and restricted vouchers cannot be selected. Refunds require an Administrator.

See Manage Voucher Orders for the steps.

Refunding a voucher purchase and refunding a payment on a booking are separate actions with separate limits. Cancelling a booking never refunds the voucher purchase on its own.

Reporting

Reports > Financials > Activity Vouchers reconciles purchase collections and refunds, current outstanding vouchers and the bookings they fund, with CSV exports. Voucher purchase cash is deliberately kept out of the booking-based Accounting Summary so the same money is never counted twice. See Activity Voucher reconciliation.

Limits

• USD only. The location needs a connected Stripe account.
• Equipment rentals with a fixed duration under one day and per-equipment pricing. No tours, private tours, dynamic durations, multi-day rentals, per-booking or per-group pricing. Admission vouchers cannot be created for tours marked Private Tours Only.
• One activity and one duration per promotion. A voucher cannot be exchanged for a different experience or for cash or gift card credit.
• Vouchers are sold online only, at the purchase page. They cannot be sold from the dashboard or the point of sale, and cannot be sold or redeemed through OTA or OCTO channels.
• No PDF attachment, scheduled gift delivery or expiry reminder emails.

Related How-To Guides

• Create an Activity Voucher Promotion
• Redeem an Activity Voucher
• Manage Voucher Orders
• Configure Customer Booking Management
• Embed vouchers on your website