Cancellation policies

Set up and communicate cancellation policies to protect your business and set clear customer expectations.

A clear cancellation policy protects your business from last-minute no-shows and gives customers confidence about what to expect. While Sailia does not enforce automated cancellation rules, you can communicate your policy through several built-in features and manage cancellations manually with flexible refund options.

Communicating your policy

There are several places to share your cancellation policy with customers:

Location	How to set it up
Activity description	Include cancellation terms in the activity description text. This is visible to customers before they book.
Waiver checkbox	Add a checkbox to a waiver that requires customers to acknowledge your cancellation terms before completing a booking.
Booking confirmation email	Reference your policy in the booking confirmation email. Use automated workflows to include a link to your full terms.
Booking page	Add your cancellation policy to your booking page settings or as a text section on your website near the embedded booking page.

The most effective approach is combining a waiver checkbox (so customers explicitly accept the terms) with clear policy text in your activity descriptions and confirmation emails.

Using waivers to collect policy acknowledgement

A waiver with a required checkbox is the best way to ensure customers acknowledge your cancellation policy before booking.

1. Create a waiver

   Navigate to your waivers section and create a new waiver.

2. Add your policy text

   Add a text content block with your full cancellation policy terms.

3. Add a required checkbox

   Add a checkbox content block that says something like “I have read and agree to the cancellation policy.” Mark it as required.

4. Link to activities

   Assign the waiver to the activities you want it to apply to. Customers must complete the waiver during checkout.

Processing cancellations

All cancellations are handled by your team through the bookings dashboard or point of sale. When a customer requests a cancellation, you decide the appropriate refund based on your policy — including full refunds, partial refunds, store credit, or no refund. See cancellations and refunds for step-by-step instructions on processing refunds and the available refund methods.

Automated cancellation notifications

Use automated workflows to send communications related to cancellations:

• Cancellation confirmation — send an email when you cancel a booking, confirming the refund amount and method
• Follow-up offer — send a rebook incentive with a discount code after a cancellation
• Pre-activity reminder — remind customers about the session and your cancellation deadline

Store credit as an alternative

Offering store credit (issued as a gift card) is often a good middle ground between a full refund and no refund. The customer gets flexibility to rebook, and you retain the revenue. Store credit is available immediately — no bank processing delay.

Tips for a good cancellation policy

• Be specific — state the deadline (e.g., “48 hours before the session”) and the refund amount for each timeframe
• Be fair — consider offering store credit for late cancellations rather than zero refund
• Be visible — put the policy where customers see it before booking, not buried in fine print
• Be consistent — apply the same rules to all customers to avoid disputes
• Account for weather — if you run outdoor activities, address weather-related cancellations explicitly

Customers cannot cancel bookings themselves through the booking page. All cancellations must be processed by your team, giving you control over refund amounts and methods.

Related guides

Cancellations and refunds

Process cancellations and issue refunds.

Waivers

Collect policy acknowledgement from customers.

Notifications and emails

Automated emails Sailia sends to customers.