How to set your cancellation policy and refunds
Your cancellation policy says what a customer gets back when a booking is cancelled. TourTask records that refund when you cancel a booking, and shows the policy to customers before they book.
Set your business's policy
- 1
Open the policy
Go to Configuration → Bookings. In the Cancellation policy card, click Set cancellation policy, or Edit cancellation policy once you have one.
- 2
Add the rows
Under When a customer cancels, each row says: cancelling At least this many Days before the start (or hours, or minutes) gets this Refund. Add row adds one, up to five, each refunding less than the one above.
- 3
Set the later refund
Any later cancellation is what a customer gets after the last row's deadline. A cancellation after the start gets nothing.
- 4
Set your own cancellations
Under When you cancel, set the Refund for Force majeure (weather or another event outside your control stops the tour) and for Service failure (you can't run it for another reason).
- 5
Check and save
What customers see shows the policy as customers will read it. Click Save.
Customers accept your terms when they book, and the policy doesn't change them. Make sure Configuration → Terms says what your policy says.
Without a policy
Until you set one, a customer who cancels gets a full refund up to 24 hours before the start and nothing after, and a cancellation you make is refunded in full. Customers see no policy: your terms say what applies. Remove policy, in the editor, goes back to this.
A tour's own policy
In the tour editor's Cancellation policy section, choose This tour’s own policy to give one tour other rules: the editor opens on a copy of your business's policy. Choosing Your business policy again asks you to confirm. Both save at once, without the tour's Save.
A rental has the same choice in its Booking and cancellation section.
Bookings keep their policy
A booking keeps the policy in force when it was made, from any channel. Changing or removing a policy later changes nothing for the bookings already made. When you cancel one, the dialog names the policy each tour follows: Policy it was booked under, Your current policy for a booking made before you had a policy, or Built-in policy.
Where customers see it
- On your website: each tour's page, under Cancellation policy, and the checkout before they book.
- In the chat: your AI assistant answers refund questions from it.
- At travel agencies connected through OCTO, such as Civitatis: the free-cancellation deadline. Viator and GetYourGuide use the policy you set in their own extranets.
- Not in e-mails or vouchers: they carry your terms.
Questions we get asked
No. It decides the refund TourTask records when the booking is cancelled. You return the money: see Cancellations.
The booking was made before you changed it, and keeps the policy it was booked under. You can still type another refund in the cancel dialog.