A cancellation policy is added to products by suppliers to set rules on how much to refund the customer, according to the time the cancellation takes place. E.g. 25% will be refunded to the customer if he books less than 24 hours before departure.

How to create a cancellation policy

The supplier can create one or more rules and apply them to the products they should be linked to. Each rule can contain more than one step e.g. customer gets 50% refunded if he cancels 48 hours prior to departure and customer gets 25% refunded if he cancels less than 24 hours prior to departure.

To create cancellation policy select “Products -> Cancellation Policies”


Select “add” to create a new cancellation policy


Title: add the title of the policy, e.g. Daytours, Multidaytours, Accommodation etc.

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

Fee: The percentage the customer gets refunded. (Example: 20% fee of 100$ means customer gets refunded 80$)

If cancelled… : Add the quantity of hours before departure the percentage is valid.

Add Penalty rule: Select to add more than one steps to your refund policy e.g. 24 hours before departure 50% refund, 12 hours before departure 0% refund.

Remember to save before continuing


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. E.g. if the total price of the product is 1000kr. And the cancellation policy states that the customer should get 75% refunded, the new invoice will show -750kr. Since that is the amount the customer should get refunded.

To refund the amount to the customer, you have to go to your payment provider and refund the customer via the payment provider.

Who can cancel bookings

The supplier sets the cancellation policies to their products. Resellers cannot override the cancellation policies from the suppliers. Resellers inherit the rules the suppliers have set on their individual products.

When a re-seller cancels a booking from another supplier, the cancellation policy is enforced always, he cannot go around it.

When the supplier cancels their own bookings, they are able to de-select the cancellation rules.

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 is your cancellation policy at the time of booking.

The cancellation policies you create will be visible in the checkout step in the online booking engines for your customer to see and agree to along with the terms & conditions. Note, that if you haven´t added a cancellation policy, this field will not appear.

How to add cancellation policies to products

It is slightly different how the cancellation policies are set up and added to various product types. Below are links that link you to articles on how to add cancellation policies to different product types.

How to add cancellation policies to Tours & Activities

How to add cancellation policies to Accommodation

How to add cancellation policies to Car Rentals

How to add cancellation policies to Transport 

Did this answer your question?