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Cancellation Policies define how much of the booking amount is refunded when a guest cancels. A policy can be assigned to a rate plan. Policies that are not assigned use the global default. Open the policy list with the Manage Cancellation Policies link in the Rate Plans form.
Note: The Cancellation Policy options in Configuration → Application control whether customers can cancel from the front end and up to how many days before check-in. Policies here control the refund amount. See Configuration.
| Type | Meaning |
|---|---|
| Free | The guest can cancel at any time and receives a full refund. |
| Flat | A single cutoff: full refund before it, no refund after. |
| Tiered | Several time-based tiers, each with its own refund percentage. |
| Non-refundable | No refund under any circumstances. |
| Field | Description |
|---|---|
| Name | Name of the policy. |
| Policy Type | One of the types above. |
| Tiers | For tiered policies: add tiers with Days Before Check-in (from / to) and a Refund %. Leave a limit empty for unlimited. |
| Refund Base | Whether the refund percentage applies to the room rate only or to the total amount paid. |
| Special Cases | No-show refund % and Early departure refund %. |
| Notes for Guest | Text shown to the guest. |
| Set as Global Default | Use this policy when a rate plan has no specific policy. |
| Published | Make the policy available. |
A Policy Preview shows an example of the refund at different times so you can check your setup.
When an administrator cancels a booking in Manage Bookings, the cancel dialog lets you choose a reason, add a note, and override the refund amount manually.