Booking Policies
Clear booking policies protect your business and set customer expectations. Launchpad lets you configure cancellation terms, refund rules, and other policies that apply to your bookings.
Why booking policies matter
Well-defined policies:
Protect your revenue — reduce last-minute cancellations
Set expectations — customers know the rules upfront
Reduce disputes — clear terms prevent misunderstandings
Save time — consistent policies mean fewer negotiations
Types of booking policies
Cancellation policy
Defines what happens when customers cancel:
How much notice is required
What refund (if any) applies
Any cancellation fees
Refund policy
Specifies refund conditions:
When refunds are given
How refunds are processed
Any non-refundable components
Booking requirements
Conditions for making a booking:
Deposit requirements
Minimum/maximum group sizes
Age restrictions
Health and fitness requirements
Change policy
Rules for modifying bookings:
Date change fees
Transfer to other products
Name changes
Accessing policy settings
Go to Settings from the main menu
Look for Policies or Booking Policies
You'll see your current policy configuration
Policies may also be configured per product for different terms.
Creating a cancellation policy
Standard tourism cancellation policy
A common approach for tours and experiences:
Timeframe | Refund |
14+ days before | Full refund |
7-13 days before | 50% refund |
Less than 7 days | No refund |
Setting up your policy
Go to your policy settings
Click Add Cancellation Policy or edit existing
Define each timeframe and its terms:
- Days before the booking date - Refund percentage or fixed amount - Any fees applied
Save your policy
Per-product policies
Different products may need different policies:
Standard tours — 7-day cancellation
Private charters — 14-day cancellation
Peak season bookings — stricter terms
Gift vouchers — no expiry, transferable
Set product-specific policies when creating or editing products.
Deposit configuration
Why take deposits
Deposits help by:
Securing commitment from customers
Reducing no-shows
Improving cash flow
Confirming serious bookings
Setting deposit requirements
Go to policy settings
Find Deposit Settings
Choose your deposit approach:
- Percentage — e.g., 25% of booking total - Fixed amount — e.g., $50 per person - Full payment — 100% upfront
Set when the balance is due
Save your settings
Balance due timing
Common approaches:
7 days before — balance due a week prior
On arrival — pay remainder when they arrive
Upon booking — full payment immediately
Refund policy setup
Automatic vs manual refunds
Automatic refunds:
Processed immediately when cancellation meets policy
Customer receives funds without your intervention
Best for clear-cut policies
Manual refunds:
You review each request
Decide on case-by-case basis
More control, more work
Configuring refund settings
Go to policy settings
Find Refund Settings
Choose automatic or manual processing
Set any exceptions or overrides
Save your settings
Non-refundable items
Some costs may not be refundable:
Third-party booking fees
Processing fees
Special requests already fulfilled
Document these clearly in your policy.
Displaying policies to customers
During booking
Policies should be visible when customers book:
Policy summary on booking page
Full terms via link
Checkbox confirmation before payment
In confirmation emails
Include policy reminders in:
Booking confirmation emails
Reminder emails before the experience
Voucher or ticket documents
On your website
Link to full terms and conditions on your website and in Launchpad.
Common policy examples
Flexible policy
Best for building customer trust:
Free cancellation up to 24 hours before your experience for a full refund. Cancellations within 24 hours or no-shows are non-refundable.
Moderate policy
Balance between flexibility and protection:
Cancel 7 days or more before your booking for a full refund. Cancel 3-6 days before for a 50% refund. Less than 3 days notice or no-shows are non-refundable.
Strict policy
For high-demand or custom experiences:
A 50% non-refundable deposit is required at booking. The balance is due 14 days before your experience. Cancellations within 14 days are non-refundable. Date changes may be possible with 7 days notice, subject to availability.
Weather and force majeure
Weather policies
For weather-dependent activities:
Define what conditions trigger your policy
Specify alternatives (reschedule, credit, refund)
Who decides if conditions are unsafe
Example:
If we cancel due to unsafe weather conditions, you'll receive a full refund or the option to reschedule at no extra cost.
Force majeure
Events beyond anyone's control:
In the event of circumstances beyond our control (natural disasters, pandemics, government restrictions), we will work with you to reschedule or provide credit for future bookings.
Managing exceptions
When to make exceptions
Consider flexibility for:
Genuine emergencies
Long-term loyal customers
Situations that could generate negative reviews
When rebooking is possible
Documenting exceptions
When making an exception:
Record the reason
Note what was offered
Apply it consistently for similar cases
Policy best practices
Keep it clear
Use simple language
Avoid legal jargon where possible
Be specific about timeframes and amounts
Be fair
Policies should be reasonable
Consider the customer's perspective
Match policies to your actual costs and risks
Stay consistent
Apply policies consistently
Train your team on exceptions
Document any deviations
Review regularly
Update policies seasonally if needed
Adjust based on experience
Keep up with industry standards
Clear policies protect your business while building customer confidence.