What is a cancellation policy? 

A cancellation policy is the amount of money the traveler will not be refunded if they cancel a booking within a given time frame. 

For example, 25% will be refunded to the customer if he cancels less than 24 hours before departure of a tour.

How to create a cancellation policy

The supplier can create one or more cancellation policy rules and apply them to each product. Each rule can contain more than one step. To create cancellation policy select Products > Cancellation Policies from the top menu,

Click on the Add new rule button to create a new cancellation policy.

Title: Choose a title for the policy, e.g. "Day tours policy", "Multi-day tours cancellation policy"

Tax: If there is a different tax on refunds than on your products, you can set up a new tax rule. Here are instructions on how to create new tax rules.

Cancellation fee: The percentage of the full price amount that the customer does not get refunded if they cancel their booking within the time frame you set.

Add Penalty rule: Add more than one rule to your refund policy. For example, if cancelled with 10 days notice, customer pays 25% AND if cancelled with 5 days notice, customer pays 50% etc.

Remember to save before continuing.

How do I add a cancellation policy to my product?

You must add cancellations to each product individually. To do that, go to the product you want to add a cancellation policy. From the product overview page, navigate to Pricing > Rates and click on Edit to go to rate settings. This will open a window where you can add a cancellation policy.

How does the cancellation policy work?

When a booking is cancelled, a new invoice will be created for the booking. The new invoice will show how much the customer should get refunded.

If the total price of the product is $100, and the cancellation policy states that the customer should get 75% refunded, the new invoice will show $-75, since that is the amount the customer should get refunded.

Note: You must make refunds directly from your payment provider to refund the amount to the customer. Learn more about refunds.

Who can cancel bookings?

The supplier applies the cancellation policies to their products. Resellers can not override the cancellation policies the supplier has applied to their products.

When a reseller cancels a booking from a supplier, the cancellation policy is always enforced.

When the supplier cancels their own bookings, they are able to deselect the cancellation policy.

Where does the cancellation policy appear?

The cancellation policies are going to be visible to those who are booking your products, so they will always know what your cancellation policy is at the time of booking.

Note: If you connect to an OTA like Viator, a cancellation policy is automatically created. That policy will be the default cancellation policy in your account so make sure to double check which cancellation policy is assigned to your product before you publish them to your website.

Your cancellation policies will appear in the product page widget. Please note that if you haven't added a cancellation policy, this field will not appear.

Here you can find more information on How to add cancellation policies to Experiences

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