Policies allow you to define comprehensive cancellation and rescheduling policies for customers to self-serve existing purchases made with you. Using the automated system the customer can cancel and reschedule their purchases and based on your established policy and fee windows the system will automatically charge any applicable penalty fee for taking action within certain windows of time you have defined previously.

This article covers the following topics:

• Creating a Policy
• Fee Windows
• Edit an Existing Policy
• Deleting a Policy
• Translating a Policy
• Assigning a Policy to a Scheduled Product
• Creating a Cancellation Policy
• Informing Customers of Your Cancellation Policy
• Self-Serve Option
• Frequently Asked Questions about Policies

Creating a Policy

The ability to create policies are found under the Products > Settings area of the system. If you do not see this your user account may not have the permissions required to access this area. Once within the policies area you will see all existing policies you may have already created. In the top right corner is an Add button. Select this to create a new policy.

Once on this screen you will see a few fields. 

The Name field is the name of this policy. This is a public-facing property so please name your policy something appropriate and intuitive to a customer. 

Next is a text editor field for Description. This is the bulk of your policy text. This allows for text formatting and other items as well. A good description is through and well thought out. Remember this is where the primary legal policy content is located so make sure it's accurate because your customers will be agreeing to abide by this policy during purchase.

Lastly is an Included on new products by default? field. This field, if checked, will automatically assign this policy to all new scheduled products created after this policy is created. You can only have one default policy.

Fee Windows

Fee Windows are the time periods you set up to charge customers a cancellation fee (or penalty) if they cancel too close to the activity date. Think of them as sliding scales: the closer to the event date someone cancels, the higher the fee they pay.

The first field in this area is the Cut Off Window field. It defines how much notice (counted backward from the activity or event date) triggers the cancellation fee for this window. 
*You are able to select an Always Valid option (shown above) or several other options between one hour and 120 days.

The second field is the Cancellation Fee Percent field. This is the percentage of the booking subtotal (per participant) that you charge as a penalty if they cancel during that set window.

Please Note:

• Your fee windows appear automatically to customers, so ther eis no need to include them into the description. 
• You must create at least one fee window. 
• You can set multiple windows (different time cutoffs with different percentages). 
• Only one “Always Valid” window is permitted. 
• Windows cannot overlap so you cannot have two rules for the same cutoff period (e.g., two different fees both set at “7 days”).

An Example

Say you have defined the following policy:

28 days: 10% fee
14 days: 25% fee
7 days: 50% fee
1 day: 100% fee

A customer books on September 1 for an activity happening on September 30.

Here’s what happens depending on when they cancel (the system always counts days remaining until September 30):

• They cancel on September 2 → 28 days left until the activity (September 30 – September 2 = 28 days) → This is outside the 28-day window (more than 28 days notice) → No fee — full refund.
• They cancel on September 5 → 25 days left until the activity → This falls inside the 28-day window (25 days ≤ 28 days) → 10% fee applies.
• They cancel on September 23 (not shown in original, but for clarity) → 7 days left → Falls inside the 7-day window → 50% fee applies.
• They cancel on September 30 (day of the activity) → 0–1 day left → Falls inside the 1-day window → 100% fee — they pay the full amount (no refund).

Key point: The system ignores the purchase date. It only cares about how much time is left until the activity date when the cancellation happens. The fee gets stricter the closer to the event, automatically.

Edit an Existing Policy

Editing an existing policy is very similar to creating a new policy. Navigate to the Products > Settings area and select Policies. Find the policy you wish to edit and select Edit from the actions menu. Make any required changes and select Save Changes to continue.

Deleting a Policy

You can sometimes delete old policies. However, if a policy is assigned to a product, you cannot remove it. To delete a policy currently in use, you must first remove or replace it on those products.

Translating a Policy

You are able, and encouraged, to translate your policies to other supported languages. You have the ability to translate the policy Name and Description fields. For reference please refer to the create section of this help document for details about each of these fields. 

Assigning a Policy to a Scheduled Product

If you have created at least one policy you have the ability to assign those policies to scheduled products. 

Find the scheduled product you wish to assign a policy to and navigate into the Advanced Settings area of that product set up. If you have policies there will be a Policies section. If you do not see this section you may not have any existing policies created.

On this screen you have a dropdown of the existing policies in your account. You have the ability to select a single policy or no policy at all for this product. 

Creating a Cancellation Policy

To create or edit your business's cancellation policy, simply navigate to Product Settings > Policies to find Cancellation Policy (default template) which you can edit. You can also create a new policy but clicking Add. For the Description can either copy and paste an existing cancellation policy from another document or website, or create a new one using the formatting tools provided for this text field.

When you have completed the entry of your cancellation policy, you have the option to "Allow customer to self-serve" and "Include on new prodcuts by default".

Self-Serve Option (Self-Modify reservation)

Adding the option for buyers to "self-serve" allows them to be able to cancel or reschedule their activity without having the client have to do this. This option is located under the description of the cancellation policy. To choose this as an option for your buyers, navigate to Products > Settings >Policies > Cancellation Policy

Once this box is checked, this option will be available for your buyers. (see image below)

Once the box "Allow customer to self-serve?" is checked, your buyer will receive a clickable link in their booking confirmation email. The link will allow the buyer to change the date and/or time of their scheduled activity, if need be. Customers can also cancel their reservation. Keep in mind that the "purchase cut-off hours" that you have set up for that product no longer apply, when this option is enabled.

You will be notified when a change is made to a booking. This feature can be helpful if there is inclement weather or a cancellation of a tour/event for any reason and buyers would need to reschedule or cancel. This can save you a significant amount of time by reducing the need to reschedule things on the backend for all buyers. 

Please Note: Once the "self serve" is turned on, clients can reschedule at any time and the "purchase cut-off hours" that you have set up for that product no longer apply.

Informing Customers of Your Cancellation Policy

Your shop's cancellation policy is automatically included in your customers' confirmation emails. However, you also have the option to add your cancellation policy during the checkout process. 

Adding Your Cancellation Policy at Checkout

When a customer is about to make a purchase, you can get extra assurance that they are aware of your cancellation policy by requiring them to check the "accept terms" box. This can be selected as part of your payment settings under Settings > Payment Information (checkbox outlined below).

What the customer will see at check out when this box is checked:

Frequently Asked Questions about Policies

Can I create more than one policy?

Yes, you can have as many policies as you wish. You can also have no policies, however we highly recommend that you utilize policies.

Can I have more than one policy assigned to a product?

No, a product can only have one policy assigned to it. If you have a product with specific policy requirements or complex requirements we recommend creating a unique policy for that product and assigning the special policy to it.

Can I have a policy with no fee windows?

Yes, however it is recommended that If you create a policy, you include at least one fee window. 

Can I have a policy with overlapping fee windows?

No, overlapping fee windows aren’t supported. When two policies apply to the same time period, the system cannot determine which fee should take priority. Allowing multiple fees for the same window would also create confusion for customers, so each policy must have its own distinct, non‑overlapping time range.

Can I have a policy with multiple always valid fee windows?

No, you can only have one Always Valid fee window. This is because offering multiple fees for the same window of time is confusing to customers and the system is not able to determine which fee to use in the given window if there are multiple.

Where does the customer see the cancellation policy?

The customer is able to view the cancellation policy in the review step of the check out policy. Customers will also  receive a copy of the cancellation policy within their buyer confirmation email. 

Do all policies display to the customer always?

No, the system will determine which policies to show a customer based on which products they are attempting to or have purchased. If you have a policy assigned to a product that the customer does not have in their cart or has purchased it will not be displayed to them.

Furthermore, if multiple products utilize the same policy and multiple are purchased, the policy will only be displayed once to the customer. The system will display which products apply to which policy to the customer automatically.