This guide explains how to set up and manage cancellation policies in Bookeasy, including cancellation timeframes, applicable fees and refund conditions. These policies are particularly important for bookings made through the Book Australia Marketplace, helping ensure cancellations are managed consistently and in accordance with your business's terms and conditions.
Cancellation policies are used within Bookeasy's booking management processes to determine applicable cancellation fees and refund eligibility. They also support the Client Self Service Portal, allowing guests to view their booking conditions and, where enabled, manage cancellations or modifications online.
Important: We recommend contacting your Onboarding Consultant before creating or updating your cancellation policies. Your onboarding consultant can assist with configuring these settings correctly to ensure they align with your business requirements and are applied as intended.
Setting up a Cancellation Policy
1.Navigate to the left-hand menu (3 lines in the top left hand corner)
2. Click Setup > Cancellation Policies
3. Click Add New Policy
4. Toggle your policy to Active
5. Give your Cancellation policy a name and set a priority (only required if setting up multiple policies) > Click Next
Note: If a booking has more than one rule applying to its stay, the higher priority rule will be used (1- Highest Priority, 10- Lowest).
6. Rules & Fees Tab > Select a Policy Type from the Drop Down:
Note: Templated policies, rules and fees cannot be edited.
- No Cancellations: Cancellations are non-refundable (100% penalty applies immediately)
- Very Strict: If cancelled more than 60 days before arrival: 50% refund, If cancelled within 60 days of arrival: 75% penalty (25% refund), If cancelled within 30 days of arrival: 100% penalty (non-refundable)
- Strict: If cancelled more than 60 days before arrival: 75% refund (25% penalty), If cancelled within 60 days of arrival: 50% refund, If cancelled within 30 days of arrival: 75% penalty (25% refund), If cancelled within 7 days of arrival: 100% penalty (non-refundable)
- Moderate: If cancelled more than 60 days before arrival: Full refund (0% penalty), If cancelled within 60 days of arrival: 75% refund (25% penalty), If cancelled within 30 days of arrival: 50% refund, If cancelled within 7 days of arrival: 75% penalty (25% refund), If cancelled within 24 hours of arrival: 100% penalty (non-refundable)
- Flexible: If cancelled more than 7 days before arrival: Full refund, If cancelled within 7 days of arrival: 75% refund (25% penalty), If cancelled within 48 hours of arrival: 50% refund, If cancelled within 24 hours of arrival: 100% penalty (non-refundable)
- Last Minute: If cancelled more than 24 hours before arrival: Full refund, If cancelled within 24 hours of arrival: 100% penalty (non-refundable)
- Custom: Allows you to create your own cancellation fee structure with custom timeframes and refund percentages/ amounts
7. Click Next
8. Dates Tab > Should you wish for your policy to only be valid for particular dates, complete the following;
- Effective Date Ranges - Apply policies only during specific booking periods
- Check In Date Ranges - Apply policies only for specific travel dates
9. Click Next
10. Products Tab > Cancellation policy automatically applies to all bookable products (rooms). If you would like to apply your modification policy to selected products only, use the below dropdown to search and select.
11. Click Save Changes