Learning Hub · Policies
Cancellation Policy
What does this policy do?
The cancellation policy defines how much a client is charged when they cancel a confirmed booking. You create tiered rules based on how close to the booking date the cancellation happens — the closer to the date, the higher the charge.
How the charge tiers work
Rules are checked from the shortest notice period first. When a client cancels, the system finds the first rule where the cancellation falls within that many days of the booking.
Same-day cancellation
Client cancels on the day of the booking → highest charge tier
Within 7 days
Client cancels 1–7 days before → second tier
Within 14 days
Client cancels 8–14 days before → third tier
Beyond all rules
If cancelled earlier than all defined rules → free cancellation, no charge
Example rules setup
A 5-night boarding booked for next Saturday, total £250
Same day
Within 7 days
Within 14 days
Beyond 14 days → free cancellation
What the client sees
Click each scenario to see the result and email preview
Client cancels 3 days before the booking
The "Within 7 days" rule applies — client is charged 50% (£125)
Booking Cancellation Confirmation
to: client@example.com
Your boarding booking for Bella (5 nights) has been cancelled. A cancellation charge of £125.00 (50%) applies as cancellation was within 7 days of the booking date.
Client cancels 20 days before
No rules apply at that range — cancellation is free, no charge
Booking Cancellation Confirmation
to: client@example.com
Your boarding booking for Bella (5 nights) has been cancelled. No cancellation charge applies.
Tips & best practices
Start with 2–3 rules. You can always add more later.
Many businesses use 100% for same-day, 50% within 7 days, and 25% within 14 days.
If you also set up a Sickness Policy, clients who cancel due to pet illness can get reduced charges instead.
When this policy is inactive, no cancellation charges are applied to any booking.
Learning Hub • Cancellation Policy
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