When a passenger cancels their own booking

A passenger can cancel their own booking from the link in their confirmation email, and the refund your terms award is issued automatically.

What the passenger sees:
1. They open the link from their email. It lands on your own domain.
2. Before anything happens they are shown exactly what they will get back — computed from the cancellation terms frozen onto THEIR booking, not from whatever your policy says today.
3. They confirm. The booking is cancelled, the seat is released, and any refund is sent to their original payment method.

What is refunded:
Whatever your terms awarded at the time they booked, bounded by what they actually paid. If they gave the notice you require, they get the remedy you set for that; if they were late, they get the late remedy. A donation added at checkout is NOT refunded — it has already been received as a gift and receipted.

If your terms award a credit rather than a refund:
The booking is cancelled and the amount owed is recorded on it as a credit due, for you to honor. Turtini does not issue credit automatically, so this one is a real obligation on you, not something the software has settled.

A passenger who lost their email:
Point them at the Voyages "Manage Booking" block on your site. Their confirmation code plus their email shows them their booking and their terms. It will NOT show them a cancellation link — it can only email the link to the address already on the booking. That is deliberate: a six-character code is a reference, not a password, and must never be enough to trigger a refund on its own.

Links stop working:
A cancellation link is single-use and covers one booking. It stops working once used, and it is revoked the moment the booking is cancelled any other way — by you from the Bookings tab, or over the phone.

What you can still do yourself:
Everything. Bookings → open a booking → Cancel Booking is unchanged, and the Terms agreed at booking panel shows you the exact wording that applied, for settling a dispute.