Cancellation Policies
Understand and configure cancellation rules for your products.
Cancellation policies protect your revenue while giving guests confidence to book. Every product in Tuluyan can have its own cancellation policy, so you can set different rules for different offerings.
How Cancellation Policies Work
A cancellation policy is made up of rules. Each rule has two parts:
- days_before. how many days before check-in the guest cancels
- refund_percent. the percentage of the booking amount refunded
When a guest cancels, Tuluyan checks the rules in order and applies the one that matches the cancellation timing. If no rule matches, the default is no refund (0%).
Preset Policies
Tuluyan provides three preset policies that cover the most common scenarios. You can select any of these when creating or editing a product.
| Policy | Rules | Best For |
|---|---|---|
| Flexible | 100% refund if cancelled 1+ day before check-in | Competitive markets where guests compare options. Encourages bookings by reducing guest risk. |
| Moderate | 100% refund at 5+ days before; 50% refund at 1+ day before | A balanced approach that gives guests reasonable flexibility while protecting you from last-minute cancellations. |
| Strict | 50% refund at 7+ days before; no refund after that | Peak season, high-demand properties, or events where a cancellation means lost revenue that is hard to recover. |
Flexible Policy in Detail
- Guest cancels 1 or more days before check-in: 100% refund
- Guest cancels less than 1 day before (same day or no-show): No refund
Moderate Policy in Detail
- Guest cancels 5 or more days before check-in: 100% refund
- Guest cancels 1-4 days before check-in: 50% refund
- Guest cancels less than 1 day before: No refund
Strict Policy in Detail
- Guest cancels 7 or more days before check-in: 50% refund
- Guest cancels less than 7 days before: No refund
Custom Policies
If the presets do not fit your needs, you can create a custom policy with your own rules. Custom policies let you define any number of rules with any combination of days and refund percentages.
For example, a resort that books out months in advance might use:
| Days Before Check-in | Refund |
|---|---|
| 30+ days | 100% |
| 14+ days | 75% |
| 7+ days | 50% |
| 3+ days | 25% |
| Less than 3 days | 0% |
When creating custom rules, order matters. Define your rules from the longest lead time to the shortest. Tuluyan evaluates rules starting from the highest days_before value and uses the first match.
Setting Up a Cancellation Policy
You configure cancellation policies at the product level, not the property level. This means different products within the same property can have different policies.
Open the product form
Navigate to your property, go to the Products section, and click to create or edit a product.
Find the cancellation policy section
Scroll to the cancellation policy section in the product form.
Choose a preset or go custom
Select Flexible, Moderate, or Strict to use a preset. Or select Custom and define your own rules by adding rows with days_before and refund_percent values.
Save the product
Save the product. The cancellation policy is now active for all new bookings made under this product.
Changing a cancellation policy only affects new bookings. Existing bookings retain the policy that was in effect when they were created.
What Guests See
Guests do not see the raw policy name or rule definitions. Instead, Tuluyan translates your rules into plain language on the public booking page. For example:
- "Free cancellation up to 1 day before check-in"
- "Cancel 5 or more days before for a full refund, or 1 day before for a 50% refund"
- "50% refund if cancelled 7 or more days before check-in"
This makes the policy clear and easy to understand without requiring guests to interpret percentages and day counts on their own.