Configuring cancellation refund tiers

This screen lets you configure a licence-wide table of rules ("tiers") that determine what percentage of the amount is refunded, depending on when the cancellation happens.

Two kinds of rules side by side

• A cooling-off rule: how many hours after booking a cancellation is still free.
• Rules based on the start date: for example 100% refund up to 48 hours before, 50% after that, 0% within 24 hours.

If both apply, the cooling-off rule wins. If multiple start-date rules overlap, the rule with the lowest percentage applies.

Different from the cancellation status

This percentage is separate from the existing setting that determines which status a booking moves to on cancellation (see the booking status codes). That status setting keeps working as before; the refund tier only determines the amount refunded.

Also visible to your AI agent

These conditions are exactly what an AI agent shows via the cancellation-policy tool: as soon as you configure this here, your AI agent talks about it consistently.

Required right: menu_config_cancelrefundrules.