allows you to define rules and refunds for bookings. This protects your business from late cancellations and provides clear expectations for guests, improving trust and reducing disputes.
Accessing this feature
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How to use it
Creating a New Cancellation Policy
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Click the Add Rule button.
Policy Name: Assign a clear, descriptive name (e.g., "Standard Flexible Policy," "Non-Refundable Rate," "Seasonal Peak Policy"). This name will be visible when applying policies to experiences and may be presented to guests.
Description (Optional): Provide an internal description outlining the policy's purpose or specific conditions.
Define Cancellation Rules: Within each policy, you can establish multiple rules based on the time remaining until the booking's start time. Click Add Rule to begin.
Set Timeframe: For each rule, specify the number of days or hours before the booking's start time that the cancellation applies. Example: "More than 30 days before start time," "Between 15 and 29 days before start time," or "Less than 14 days before start time."
Define Refund Percentage: For each defined timeframe, set the percentage of the total booking value that will be refunded. Example:
"More than 30 days before start time": 100% Refund
"Between 15 and 29 days before start time": 50% Refund
"Less than 14 days before start time": 0% Refund
Add Additional Rules: Continue adding rules to cover all necessary cancellation windows. The system processes rules chronologically, from the longest lead time to the shortest. Ensure your rules cover all possible scenarios without overlap.
Non-Refundable Option: To create a non-refundable policy, set the refund percentage to 0% for all applicable timeframes, or specifically for the entire booking period.
Booking Fee Retention (Optional): Some configurations allow for the automatic retention of a booking fee or deposit, regardless of the refund percentage. Consult your system's specific settings for this functionality.
Click Save. The new policy will now appear in your list of available cancellation policies.
Applying Policies to Experiences/Services
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You can assign different policies to different experiences based on their nature, price, or seasonality.
Setting a Default Policy
You can designate one policy as the organisation's default. This policy will be automatically assigned to any newly created experiences or services unless specified otherwise.
Reviewing and Testing
After applying policies, it is crucial to review how they are displayed to guests during the booking process and to test a sample booking to ensure the correct policy is applied and communicated.
Editing or Deactivating Existing Policies
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To temporarily remove a policy from being assignable without deleting it, you can deactivate it. Deactivated policies will not apply to new bookings but will remain active for existing bookings made under that policy.
To permanently remove a policy, select Delete. Ensure no active experiences are currently assigned to a policy before deletion.
Tips
Formulate policies that are easy for guests to understand. Avoid jargon and present the information clearly during the booking process.
Ensure your cancellation policies are prominently displayed on your website, during the booking flow, and in confirmation emails. This builds trust and reduces disputes.
Design policies that protect your revenue from last-minute cancellations while offering reasonable flexibility to guests. Consider
Need help?
For further assistance, contact us at [email protected]