Cancellation policy

Life happens, and sometimes clients need to cancel. The cancellation policy settings allow you to define fair rules for refunds and penalties.

Enabling cancellations

First, decide if the trip allows cancellations at all.

• Allowed: clients can request a cancellation through the app.
• Not allowed: all bookings are non-cancellable and non-refundable.

To cancel a reservation manually as an admin, see Cancelling a reservation.

Configuration options

If cancellations are allowed, you must set the following:

1. Cancellation deadline

This is the last date and time a client can cancel their reservation.

• Before deadline: cancellation is allowed (subject to fees).
• After deadline: cancellation is no longer possible through the system.

2. Cancellation fees

You can set a cancellation fee to recover some of the costs if a client cancels their reservation.

• Adult cancellation fee: amount deducted from an adult's refund.
• Child cancellation fee: amount deducted from a child's refund.

If a user cancels their reservation, they are immediately refunded the amount they paid minus the cancellation fee, which you retain. Clients are not refunded if cancellations are not allowed.

How refunds work

When a client cancels before the deadline:

1. System calculates the amount paid.
2. Subtracts the cancellation fee.
3. The remaining amount is refunded automatically to the client and is recorded as amount refunded.

For more details on how refunds are processed, see Refunds.