Articles on: Resmark

How do I add my cancellation policy to my product?

Cancellation policies let you set clear expectations for your customers while deterring last-minute cancellations. You can create policies with tiered fees based on how close to the start time a cancellation is made.

Adding a Policy to a Product

Navigate to Products > (Your Product Name) and go to the Pricing tab. From there you can select an existing policy or create a new one.

Animated walkthrough of adding a cancellation policy to a product

Creating a New Cancellation Policy

Policy Name: The name you give your cancellation policy. It will appear throughout the app and on order confirmations.
Detail: The cancellation terms that customers will see and agree to at checkout. This also appears on the order confirmation. Be clear and specific to avoid disputes.
Preference: Choose whether customers can cancel online on their own, or if they must contact your company to cancel.
Fee: Add a cancellation fee to reduce last-minute cancellations while still giving customers the flexibility to book without hesitation. When setting up a fee, you will configure the following:
Whether the fee is a percentage or flat dollar amount.
Whether the fee applies per person canceled, per unit canceled, or for the entire order.
The time window before the product start time within which the fee applies (hours, days, or years).

Screenshot of the cancellation policy fee configuration

You can create multiple cancellation fees so that the fee increases the closer the cancellation is to the start time. For example:50% per person if canceled less than 24 hours before start time25% per person if canceled less than 72 hours before start time$5 per person if canceled at any timeThese fees do not stack. Whichever fee is most relevant to the cancellation time will be applied.

Updated on: 06/20/2026

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