Your account has one set of default rules: a cancellation policy, confirmation notes, self-transportation notes, and the cancel and reschedule windows guests use in the customer portal. When one activity needs different rules, you can set them on that activity alone. A half-day float can stay reschedulable until a few days out while a multi-day expedition locks weeks earlier, without changing anything for your other activities.

You set these on the activity itself, in the activity editor under Details → Policies.

How activity rules override your defaults

Every activity starts by inheriting your account-wide defaults. For each field below, whatever you set on the activity replaces the default for that activity only. A field you don't change keeps following the account default, so a later change to your account default reaches that activity too.

• Cancellation policy: the policy text shown during checkout and on receipts and emails.
• Confirmation notes: what booked guests should know, such as what to bring or how early to arrive.
• Self-transportation notes: the meeting point or parking details shown to guests who don't choose a pickup location.
• Prevent cancellations within: how many hours before start a guest can no longer cancel online.
• Prevent rescheduling within: how many hours before start a guest can no longer reschedule online.

Your account defaults live in two places. The policy text and notes are under the gear icon → Company & policies → Company Info & Branding, on the Policies tab (see Set your cancellation policy and account-wide notes). The cancel and reschedule windows are under Setup Sell online Customer Portal (see Set up the customer portal). The Account defaults link at the top of an activity's Policies page opens your account-wide policies in a new tab.

Open the activity's Policies

1. From your Activity Catalog, open the activity you want to change.
2. In the editor's side menu, under Details, select Policies.

Each field shows a badge. Inheriting account default means the activity is using your account setting. Overridden for this activity means it has its own value. When you've made your changes, select Save changes at the top of the editor.

Set this activity's cancel and reschedule windows

Use these when one activity should give guests more, or less, time to change plans than your account default. On the Policies page, scroll to Cancellation & rescheduling windows.

1. In Prevent cancellations within, enter how many hours before the activity's start time online cancellation closes.
2. In Prevent rescheduling within, enter how many hours before start online rescheduling closes.
3. Select Save changes.

While both fields are empty, the activity uses your account windows and each field shows your account value as a grey placeholder. To go back to the account windows after overriding them, select Reset to account default.

Because hours are counted back from each activity's own start time, one number covers every date and time you run it.

Example. Your account reschedule window is 72 hours, which suits your half-day and full-day floats. Your 3-day river expedition needs far more lead time, so on that activity you enter 1080 in Prevent rescheduling within (45 days, in hours). Guests on the day trips can still reschedule themselves up to three days out. Guests on the expedition can do so until 45 days before departure, and after that they contact you.

Set this activity's cancellation policy and notes

1. On the Policies page, find Cancellation policy, Confirmation notes, or Self-transportation notes.
2. Edit the text in the field. While a field is inheriting, the editor shows your account default in grey, and editing it creates this activity's own version.
3. Select Save changes.

To go back to the account wording, select Reset to account default on that field. Clearing all the text from a field has the same effect: an empty field is saved as inheriting, not as a blank policy.

Example. Most of your activities share one relaxed cancellation policy, but your sunset wine-pairing cruise sells out and you don't refund late cancellations. You give that one activity a stricter cancellation policy and a confirmation note about arrival time, and every other activity keeps the default.

If your account has more than one language turned on, a language bar appears above the fields. Pick a language to write that language's version of the activity's policy and notes, or select Generate translations. The cancel and reschedule windows are numbers, so they don't change by language. A field has to have its own English text before you can translate it.

What guests see

Saved changes apply right away. When a guest books the activity, its own policy text and notes appear at checkout and in their emails, and the customer portal enforces that activity's cancel and reschedule windows. Activities you didn't change keep using your account defaults.

The windows are checked at the moment a guest tries to cancel or reschedule, so a new value applies to existing bookings too.

Frequently asked questions

Related

• Set your cancellation policy and account-wide notes
• Set up the customer portal
• Reschedule, unschedule, or cancel a booking
• Refund guests automatically when they cancel in the portal
• Using the new Activity editor