Set a cancellation and no-show policy

Cancellation rules are part of a policy. A written policy that the customer agreed to is also your best protection if a charge is ever disputed.

Set the cutoff

1. Open Settings, then Payments and policies.

2. Under Policies, choose Edit next to the policy, or Add a policy.

3. Under Canceling, set Cancel cutoff and Cutoff unit (Hours or Days). This is how long before the booking customers can still cancel online.

4. Under Canceling after the cutoff, choose one:

   • Blocked, no late cancels: after the cutoff the customer cannot cancel online and is told to contact you.

   • Allowed, with a fee: pick the Fee kind (Fixed amount or Percent of total) and the Fee amount or Fee percent.

5. Under No-shows, set No-show fee to No fee, Fixed amount or Percent of total.

6. Choose Save changes.

What the customer sees

The booking flow and the booking email turn the cutoff into a real date. For example: "Free to cancel until Tuesday, September 22 at 1:00 pm." After that time, the customer sees either the late cancellation fee or a line saying to contact the business.

If the deposit is Refundable until the cancel cutoff, a customer who cancels before the cutoff gets it back on the card they paid with. If it is Never refundable, you keep it.

When a fee is charged

A late cancellation fee is charged to the card the customer saved, when they cancel after the cutoff. You charge the no-show fee when you mark the booking as a no-show. In the dialog a booking as a no-show, the dialog "Mark ... as a no-show?" Charge the no-show fee of the amount, checked for you. Choose Mark no-show to finish. If the customer has no card on file, the dialog says the fee can't be charged and suggests asking for another way to pay.