Cancellation policies define how much of a guest's payment is refundable based on when they cancel relative to their check-in date. Configure them in Settings > Policies.
Creating a Policy Rule
- Go to Settings > Policies and scroll to the Cancellation Policies section.
- Click Add Rule.
- Fill in the fields:
- Days before check-in -- The minimum number of days before check-in for this rule to apply.
- Refund percentage -- The percentage of total payments to refund (0-100%).
- Description -- A human-readable summary (e.g., "Full refund if cancelled 30+ days out").
- Click Save.
Tiered Policies
Create multiple rules to build a tiered cancellation policy. Hookset applies the rule where the cancellation date falls within the specified window. For example:
| Days Before Check-in | Refund | Description | |---------------------|--------|-------------| | 30+ days | 100% | Full refund | | 14-29 days | 50% | Half refund | | Less than 14 days | 0% | No refund |
When cancelling a booking, Hookset calculates which tier applies and shows the recommended refund amount in the refund form.
How Policies Apply
- A booking is cancelled from the booking detail page.
- Hookset calculates days between the cancellation date and the check-in date.
- The matching policy rule determines the refund percentage.
- The recommended refund amount appears in the refund form as a suggestion.
- You can accept the calculated amount or override it.
Note: Cancellation policies are advisory. Hookset calculates the refund for you, but you always have the final say on the actual refund amount.
Editing and Deleting Rules
Click any rule to edit its values, or click the delete icon to remove it. Changes apply to future cancellations only -- existing refunds are not affected.