Writing a fair cancellation policy

Keep it short and plain

Say how late people can cancel, what happens if they do not, and how to tell you. For example: "Please cancel at least 24 hours before. After that, a card hold of 10 pounds a head may be charged." Only write what you will actually do.

Set the online cut-off

Go to Booking rules. Find Customers can cancel online up to and pick from 30 minutes up to 7 days. After that point the cancel link in their email stops working, and the page asks them to ring you. A longer cut-off gives you time to refill the table.

Put the policy on your booking page

Go to Booking page look and write it in Booking terms shown on the page. It shows under the booking form. Customers also tick that they agree to the terms when they book.

Card holds and deposits (Pro)

Under Deposits, choose A card hold, only charged for no shows. Then fill in release if they cancel at least hours before to match your policy. Later than that, the hold is left for you to charge or release. When someone does not arrive, open the booking and press No show. See take deposits.

Be kind when it matters

Illness and emergencies happen. You can always release a card hold yourself, so a rule does not have to be applied blindly. Regulars remember how you treated them.

Paso a paso

1. Decide your cut-off. For example 24 hours for dinner, and 2 hours for a quiet weekday.
2. Set it in Booking rules. Choose Customers can cancel online up to and press Save.
3. Write the terms. In Booking page look, fill in Booking terms shown on the page.
4. Match your deposit setting. On Pro, open Deposits and set the release time.
5. Mark no shows. On the booking, press No show when someone does not turn up.
6. Test it. Make a test booking and read the confirmation email.

Watch it and read more

Prefer to watch? The matching video is on the video guides page. More reading: reduce no-shows and booking rules. See the plans and prices if you are not sure which plan you need.