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Set up your cancellation policy

Learn how to create a flexible cancellation policy in eola by adding refund rules, voucher options, admin fees and additional terms for your customers.

A clear cancellation policy helps set expectations for your customers and protects your business from last-minute cancellations. With eola, you can create a flexible cancellation policy using multiple rules to suit your business.

To set up your cancellation policy, go to Toolset -> Policies -> Cancellation.

Here, you'll find guidance on what we believe makes a fair and effective cancellation policy, helping you balance customer satisfaction with protecting your revenue.

To create your policy, click Add Rule.

For each rule, you'll be able to choose:

  • Minimum notice – how far in advance of the booking a customer must cancel for the rule to apply
  • Refund method – whether the refund should be returned to the customer's card or issued as a voucher
  • Refund amount – the percentage of the booking value to refund
  • Administration fee (optional) – deduct either a percentage or a fixed £ amount from the refund
  • Rescheduling - whether you'll allow the customer to choose to reschedule (rather than refund) during that timeframe

You can add as many rules as you need. An example policy may look like:

  • More than 7 days' notice – 100% refund to the original payment card
  • More than 24 hours' notice – 100% refund as a voucher
  • Less than 24 hours' notice – No refund

You can also add Additional Terms for any circumstances where your standard cancellation policy doesn't apply. This is useful if certain products, events or situations have different cancellation conditions.

Once you're happy with your policy, click Save.

Your cancellation policy will automatically be displayed on your booking widget, ensuring customers can read and agree to your terms before making a booking.

Helpful tips:
  • Keep your policy simple and easy for customers to understand
  • Consider offering vouchers for late cancellations to encourage future bookings while protecting your revenue
  • Review your policy regularly to ensure it continues to meet the needs of your business
  • Remember to update your Additional Terms if you introduce products or events with different cancellation conditions