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With cancellation policies, you control whether and on what terms customers can cancel their bookings themselves. You define a cancellation period (by when a cancellation is possible) and set tiered fees (at what cost). For paid bookings, the refund is calculated and processed automatically.

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How does the cancellation policy work?

Cancellation policies consist of two components: Cancellation period: Defines by when a cancellation is possible at all. Outside this period, the “Cancel” button is hidden for customers. You choose a unit (minutes, hours, or days) and a reference point (before booking start, after booking start, before booking end, after booking end). Cancellation terms: Define whether the cancellation is free or paid. For paid cancellations, you define standard costs (proportionally as a percentage of the booking price) and optionally additional time-based terms for tiered fees. The logic of the cancellation costs:
  • 0% cancellation costs = full refund
  • 50% cancellation costs = partial refund (50% back)
  • 100% cancellation costs = no refund
With additional terms, you tier the costs by time: the shorter the notice, the higher the costs can be.

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Refund as a voucher

For bookings paid online, you can decide that the refund is issued as a voucher rather than a cash refund. This keeps the revenue in your business and lets customers rebook faster. You configure per service which voucher is used for a cancellation. Different voucher types with different restrictions can be managed and assigned. In the cancellation details on the booking page, customers see that they receive a voucher instead of a cash refund.
The “Cancel as voucher” option is only available if the original invoice was paid online.

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When do I use this?

  • You want to prevent or make short-notice cancellations more expensive: Define tiered terms that charge higher costs for late cancellation.
  • You offer courses or events and want to secure revenue on cancellations: Activate “Cancel as voucher” so customers receive a voucher for their next booking instead of money.
  • You want to allow flexible cancellations but set a time frame: Configure the cancellation period so that no cancellation is possible after a certain point.
  • You have paid bookings with different terms depending on the notice: Combine standard costs with time-based terms for a tiered fee structure.
  • Not suitable for: Free bookings without payment processing. There, the cancellation period without terms is enough.

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Relationship with other features

  • Modify bookings: Cancellation policy and booking editing are configured in the same tab. Booking editing can be positioned as an alternative to cancellation (rebook instead of cancel).
  • Dynamic pricing: Cancellation costs always refer to the actually calculated final price including all price modifiers.
  • Booking codes & packages: Vouchers used with “Cancel as voucher” can be configured through the voucher management.

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Settings & options

We recommend leaving Cancellation possible until at 0 hours before booking start. This keeps the cancel button always visible for customers, and you control solely through the terms below at what cost a cancellation is allowed. This is more transparent than hiding the button entirely.

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Practical examples

A yoga studio wants customers to be able to cancel for free up to 12 hours before the course starts. After that, no refund should be issued. For an eligible cancellation, a voucher for the next course should be issued instead of money.
1

Open the booking option

Open Resources, select the yoga resource, and open the desired booking option.
2

Open the Modification and cancellation tab

Go to the Modification & cancellation tab and scroll to the Cancellation section.
3

Leave the cancellation period

Leave Cancellation possible until at 0 hours before booking start (recommended) so the cancel button stays visible until the appointment begins.
4

Configure cancellation as a voucher

In the Cancellation as voucher dropdown, select the desired voucher type (for example “Voucher”).
5

Define cancellation terms

Under cancellation terms, select Paid cancellation. Set the Standard cancellation costs (proportional) to 0% (free cancellation as the default).
6

Add a term

Click + Add term. Set Period before booking start to 12 hours and Cancellation costs (proportional) to 100% (no refund from 12 hours before start).
7

Save and test

Click Save. Create a test booking and check whether a voucher is issued for a cancellation within the deadline and whether no refund is issued from 12 hours before start.
A conference room provider wants tiered cancellation fees: free up to 48 hours before start, 50% fee from 48 hours, no refund from 24 hours.
1

Open the booking option

Open Resources, select the conference room, and open the desired booking option.
2

Open the Modification and cancellation tab

Go to the Modification & cancellation tab and scroll to the Cancellation section.
3

Leave the cancellation period

Leave Cancellation possible until at 0 hours before booking start (recommended).
4

Define cancellation terms

Select Paid cancellation. Set the Standard cancellation costs (proportional) to 0% (free cancellation as the default).
5

Add the first term

Click + Add term. Set Period before booking start to 48 hours and Cancellation costs (proportional) to 50%.
6

Add the second term

Click + Add term again. Set Period before booking start to 24 hours and Cancellation costs (proportional) to 100% (no refund).
7

Save and test

Click Save. Create test bookings and check the tiering: more than 48h before (free), between 48h and 24h (50% fee), under 24h (no refund).

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FAQ

The cancellation period determines WHETHER a cancellation is possible (button visible or not). The cancellation terms determine AT WHAT COST a cancellation can happen, as long as the period is still open.
The terms are saved at the time of booking. If you change the settings later, the new terms only apply to future bookings, not to existing ones.
Yes. Choose “after booking start” or “before booking end” as the reference point to keep the cancellation period open past the start.
Only if the original invoice was paid online. For offline payments or free bookings, the option is not available.
Yes. You configure per service which voucher type is used as a refund for a cancellation. So you can, for example, set a course voucher for courses and a room voucher for rooms.

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Troubleshooting

The cancellation period has passed. Check the setting under cancellation period. In most cases, “0 hours before booking start” is the right setting so the button stays visible until the appointment.
The terms are set at the time of booking. If the settings were changed in the meantime, existing bookings still use the old terms. Only new bookings adopt the updated settings.
Check whether the original invoice was paid online (prerequisite). Also make sure a voucher for “Cancel as voucher” is configured in the relevant service.