> ## Documentation Index
> Fetch the complete documentation index at: https://sailia-mintlify-refund-reserve-1778070886.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancellation policies

> Set up and communicate cancellation policies to protect your business and set clear customer expectations.

A clear cancellation policy protects your business from last-minute no-shows and gives customers confidence about what to expect. While Sailia does not enforce automated cancellation rules, you can communicate your policy through several built-in features and manage cancellations manually with flexible refund options.

## Communicating your policy

There are several places to share your cancellation policy with customers:

| Location                       | How to set it up                                                                                                                                  |
| ------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Activity description**       | Include cancellation terms in the activity description text. This is visible to customers before they book.                                       |
| **Waiver checkbox**            | Add a checkbox to a [waiver](/customers/waivers) that requires customers to acknowledge your cancellation terms before completing a booking.      |
| **Booking confirmation email** | Reference your policy in the booking confirmation email. Use [automated workflows](/integrations/workflows) to include a link to your full terms. |
| **Booking page**               | Add your cancellation policy to your booking page settings or as a text section on your website near the embedded booking page.                   |

<Tip>
  The most effective approach is combining a waiver checkbox (so customers explicitly accept the terms) with clear policy text in your activity descriptions and confirmation emails.
</Tip>

## Using waivers to collect policy acknowledgement

A [waiver](/customers/waivers) with a required checkbox is the best way to ensure customers acknowledge your cancellation policy before booking.

<Steps>
  <Step title="Create a waiver">
    Navigate to your waivers section and create a new waiver.
  </Step>

  <Step title="Add your policy text">
    Add a **text** content block with your full cancellation policy terms.
  </Step>

  <Step title="Add a required checkbox">
    Add a **checkbox** content block that says something like "I have read and agree to the cancellation policy." Mark it as required.
  </Step>

  <Step title="Link to activities">
    Assign the waiver to the activities you want it to apply to. Customers must complete the waiver during checkout.
  </Step>
</Steps>

## Processing cancellations

All cancellations are handled by your team through the [bookings dashboard](/activities/managing-bookings) or [point of sale](/point-of-sale/overview). When a customer requests a cancellation, you decide the appropriate refund based on your policy — including full refunds, partial refunds, store credit, or no refund. See [cancellations and refunds](/activities/cancellations-and-refunds) for step-by-step instructions on processing refunds and the available refund methods.

## Automated cancellation notifications

Use [automated workflows](/integrations/workflows) to send communications related to cancellations:

* **Cancellation confirmation** — send an email when you cancel a booking, confirming the refund amount and method
* **Follow-up offer** — send a rebook incentive with a [discount code](/pricing/discount-codes) after a cancellation
* **Pre-activity reminder** — remind customers about the session and your cancellation deadline

## Store credit as an alternative

Offering [store credit](/activities/cancellations-and-refunds#issue-a-refund-as-store-credit) (issued as a gift card) is often a good middle ground between a full refund and no refund. The customer gets flexibility to rebook, and you retain the revenue. Store credit is available immediately — no bank processing delay.

## Tips for a good cancellation policy

* **Be specific** — state the deadline (e.g., "48 hours before the session") and the refund amount for each timeframe
* **Be fair** — consider offering store credit for late cancellations rather than zero refund
* **Be visible** — put the policy where customers see it before booking, not buried in fine print
* **Be consistent** — apply the same rules to all customers to avoid disputes
* **Account for weather** — if you run outdoor activities, address weather-related cancellations explicitly

<Note>
  Customers cannot cancel bookings themselves through the booking page. All cancellations must be processed by your team, giving you control over refund amounts and methods.
</Note>

## Related guides

<Columns cols={3}>
  <Card title="Cancellations and refunds" icon="rotate-left" href="/activities/cancellations-and-refunds">
    Process cancellations and issue refunds.
  </Card>

  <Card title="Waivers" icon="file-signature" href="/customers/waivers">
    Collect policy acknowledgement from customers.
  </Card>

  <Card title="Notifications and emails" icon="envelope" href="/customers/notifications">
    Automated emails Sailia sends to customers.
  </Card>
</Columns>