Set your cancellation and deposit rules

Policies are under Settings, Your business. They hold your rules for cancellations, deposits, no-shows, refunds and open waitlist spots.

Your business starts with strict rules already in place: free to cancel until 24 hours before and no refund after, two hours to claim an open waitlist spot, and refunds asked for within 14 days of paying. Deposits and no-show fees start off, so nothing charges a customer more until you turn it on.

Each policy reads as the sentence customers see. Change opens the numbers: free to cancel until, the deposit and whether it’s refundable, a no-show fee, how long refunds are allowed. Allpage suggests the words from your numbers, and you can say it your way.

A deposit applies to single visits paid online, like one class or an appointment: it’s taken when they book, and the rest at the visit. A series or a payment plan is paid as usual.

For waitlists, choose how long the next person has to claim an open spot, or turn on Charge automatically: the next person gets the spot on the card they saved with you. Anyone without a saved card, or whose card is declined, gets the time to claim it instead.

Save puts it in place. Customers see it when they book and cancel, and deposits, fees and refunds follow it without you clicking.

Something with its own rules, like a retreat you can cancel up to 60 days ahead, can have its own policy. It applies to that product instead of your usual one, and customers see it named for it. Cancellation windows go up to a year.

When one person drops out of a booking for several, only their part is refunded, under its own policy. If you call off one session of a course, they get that session’s share back and the rest stands.

Teachers calling off says whether a teacher can call off a session they teach without waiting for you: everyone booked is told and gets their money back or a make-up credit, or a make-up credit only, and refunds over a limit you pick can still wait for you. It applies only to teachers whose role is set to Just do it on the Team screen. Without it, their call-offs wait for your OK on Today.

Each change is a new version; earlier ones stay under Earlier versions. Money only moves once payments are set up; until then customers still see your words.

For agents

The screen is Settings › Your business › Policies (/settings?open=policies). policy.accept with a name makes a policy for particular products; attach it with policies: { cancellation | deposit | noShow: policyId } on commerce.createProduct or commerce.updateProduct. freeUntilMinutes goes up to 525,600 (a year). refundAs: store_credit gives refunds as the customer’s store credit (what was paid in person too); what was paid from a gift card or store credit always goes back there. policy.accept with kind: deposit takes percent or amountMinor and refundable; with kind: waitlist, claimWindowMinutes and autoCharge; with kind: call_off, give (either or make_up) and an optional maxRefundMinor: a team member whose role has approval: auto then runs offerings.callOffSession on a session they’re staffed on without a proposal, when the give and refund fit.