Your cancellation policy is written here. Your account-wide policies are the default text guests see for every activity. Set them once here, and override them for a single activity only when it needs different wording.
In this article
Learn how to manage permission groups
Write your policies
- Choose the gear icon, then Company & policies → Company Info & Branding.
- Open the Policies tab.
- Fill in the fields below. Under Cancellation & refund policies, write your cancellation policy.
- Save your changes.
What each field is for
- Cancellation policy: your cancellation and refund terms.
- Confirmation notes: general information for guests, such as what to bring.
- Self-transportation notes: directions for guests who travel to you on their own.
- Gift card notes & policy: the terms that apply to your gift cards.
- Receipt legal footer: legal text printed at the bottom of receipts.
If neither an activity nor your account has a policy or note set, none appears in your messages.
Formatting, links, and images
The cancellation policy, confirmation notes, self-transportation notes, and gift card notes use a rich-text editor. You can use headings, bold and italic, bulleted and numbered lists, and links, and the editor's HTML view lets you edit the HTML directly. The receipt legal footer is plain text only.
These fields have no image upload. To show guests a picture such as a parking map or a photo of your meeting spot, add it to your confirmation message template instead, since the email editor has an image button. Or host the image on your website and link to it from your self-transportation notes.
A policy or note needs to be longer than about 35 characters to appear in confirmation and reminder emails, so a one-word entry like "No refunds" is left out. Write it as a full sentence.
Where the time windows live
This tab holds the wording only. The rules for how late a guest can cancel or reschedule themselves are in your customer portal settings. See Set up the customer portal.
Use different wording for one activity
An activity can carry its own policies and notes, which replace these defaults for that activity only. See Set cancellation and reschedule rules for a single activity.
Frequently asked questions
Do I need a different policy for each activity?
No. If one policy fits every activity, set it here and leave the activities alone. Override it only where an activity differs, such as a bus tour with stricter terms than your hikes.
Why aren't my policies showing in guest emails?
Check that you saved the Policies tab, and that the activity doesn't have its own wording set instead. Also check the length: a policy or note shorter than about 35 characters isn't added to emails, so write it as at least a full sentence.
Can I add a photo, like a parking map, to my policies or notes?
Not directly. The policy and notes fields have no image upload. The simplest way to send guests a parking map or a photo of your meeting spot is to add the image to your confirmation email template under Setup → Sell online → Message Templates, using the image button in the email editor. You can also host the image on your website and add a link to it in your self-transportation or confirmation notes.
Can I use HTML or links in my policies?
Yes, in every field except the receipt legal footer. The cancellation policy, confirmation notes, self-transportation notes, and gift card notes support formatting (headings, bold, italic, lists) and links, and you can switch the editor to its HTML view to edit the HTML directly. The receipt legal footer accepts plain text only. For a full list of the fields that accept formatting and HTML, see Customize your widget with custom CSS and JavaScript.
Related
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Set your policies once
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