Cancellation deadlines and fees per product
In the product's Rebooking & cancellation tab you choose between two rule modes. With the basic cancellation rule you set one deadline until which your guests can cancel free of charge. With the advanced cancellation and rebooking rules you create several tiers, each with its own deadline and fee. A preview shows how your guests see these tiers in the booking widget.
- You set deadlines in hours or days before the start and fees as a percentage of the gross booking amount.
- Later changes to the rules only apply to new bookings, while existing bookings keep their rules.
- The deadlines apply to cancellations under “My booking”, to the suggested fee in the dashboard and to the cancellation notice.
- Without a cancellation rule a product cannot be cancelled, and your guests see neither a cancellation notice nor a way to cancel or send a request.
Rescheduling a booking
When rescheduling, you choose a new date, while person types and quantities stay the same. The amount already paid, the price on the new date and the difference are shown. If the new date costs more, your guest receives a payment link, and the rebooking only takes effect once it is paid. If it costs less, the difference can be refunded within the cancellation deadline. Alternatively, the booking can be moved to the new date without changing the price.
Cancelling in the order
In the order you can cancel single bookings, single persons or the whole order. The cancellation fee is suggested based on the rules that applied at the time of booking and can be adjusted. The refund goes to the original payment method or is issued as a value voucher, whose code your guest receives by e-mail.
Cancellations in the calendar
In the calendar you can cancel a single group, a complete time slot with all its groups or a product's entire day. All affected guests and the assigned staff are notified automatically by e-mail. For your guests you can add a message of your own with the reason and alternative dates. You decide whether your guests may rebook to another date or cancel free of charge under “My booking”. Cancelled dates appear in a separate list, where you cancel and refund the remaining bookings together.
Cancellation terms before and after booking
The cancellation notice shows your rules in the booking step, in the cart, at checkout and under “My booking”. With the basic rule it shows the deadline with date and time, and with tiers a list of all deadlines and fees. You set position and display in the widget editor, for example collapsible or always visible. There you can also require your guests to confirm the cancellation terms with a checkbox at checkout. With the basic rule, the notice can be hidden once the free-cancellation deadline has passed or replaced with a text of your own.
From the cancellation deadline to the refund.
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