Set your cancellation rules

Decide whether customers can cancel or move their own bookings, and what they get back.

If you don't set any rules, customers can cancel or move their own bookings, and get a full refund if they cancel at least 48 hours before. Each booking can be moved once.

Creating a rule

1. In the sidebar, open Bookings, then the Booking rules tab.
2. Click + New policy.
3. Under Scope, choose Company-wide default or a single session type.
4. Under Self-service options, choose whether customers can cancel their own bookings, and whether they can move them.
5. Under Refund timeline, set how many hours before the start a customer can cancel, and what they get: a full refund to their card, a gift card for the amount, or nothing.
6. If you like, add a Consolation window. Customers who cancel too late for a refund get a gift card instead.
7. Check the Preview wording customers will see, then click Create policy.

A rule for a single session type takes priority over the studio-wide one.