More in Bookings and calendar
- Accept or decline a booking request
- Block time on your calendar
- Cancel a booking
- Find booking details
- Instant Book vs booking requests
- Manage blocked time
- Manage booking requests
- Reschedule a booking
- Set your cancellation policy
- Understand booking request deadlines
- Understand booking statuses
- Understand how bookings work
- Use the calendar
- View booking history
- When guests cancel or respond to a reschedule
Set your cancellation policy
Your cancellation policy decides how much a guest gets back if they cancel. Each space has its own policy, and guests see it before they book.
In this article
Choose a policy
| Policy | Refund rules |
|---|---|
| Flexible | Full refund up to 24 hours before the booking. |
| Balanced | Full refund 72+ hours before, 50% refund 24 to 72 hours before. This is the default. |
| Custom | Create cancellation rules that match how your space operates. |
You set the policy on the Cancellation Policy step when creating a space, or under Cancellation policy when editing one.
Build a custom policy
Under Cancellation windows, each row is a cutoff in hours before the booking and the refund at that cutoff.
- Choose Custom.
- For each window, enter Hours before and Refund %.
- Add or remove windows as needed.
- Check What guests will see — a plain-language summary of your rules.
Offer free cancellation after booking
Turn on Free cancellation after confirmation to give guests a grace period. Set the Grace duration (hours) and the Minimum lead time (hours). Guests then see, for example: free cancellation for that many hours after confirmation, when the booking starts at least the minimum lead time later — after that, the space's cancellation policy applies.
Where guests see your policy
- On the space's details and in the booking summary on your Showcase.
- On the POS, when you create a booking for a customer.
- On their cancellation page, with the refund they'll receive.