The property can define refund rules based on timeframes and penalties, helping guests understand your terms clearly while protecting your revenue.
Key Features of Structured Cancellation Policies on SwiftBook
Custom policy wording
Modify the default policy description to match your property’s terms.Multiple installment days
Set different penalty levels based on how close the cancellation is to the arrival date.
Example:Cancel 10 days before arrival → 30% charge
Cancel 5 days before arrival → 40% charge
Cancel 1 day before arrival → Full charge
Time-based cut-offs
Apply penalties based on specific times on the day of arrival.
Example:Cancel by 10 AM on arrival day → Full charge
Policy Types
You can create three types of cancellation policies:
Non-refundable
Partially refundable
Fully refundable
Each type has its own setup prompts and penalty options.
Add Structured Cancellation Policies on Swiftbook
You can watch the following video, STAAH MAX V2 - What is Structured Cancellation Policy?, and follow the steps below.
Log in to the STAAH MAX extranet.
Go to Cancellation Policies from the Mega Menu.
Click Add/Create to start a new policy.
Enter the Policy Name.
Select the Policy Term (Non-refundable, Partially refundable, Fully refundable).
Choose the Currency.
Fill in the required fields:
Penalty amount before deadline (percentage or fixed)
Deadline days/time
Penalty amount after the deadline
Add additional instalment days if needed
Review the auto-generated Policy Description and click the Edit icon to customise it.
Save the policy.
How to Apply the Cancellation Policy to a Package
Go to Packages form from the booking engine tab.
Click Edit on the desired package.
In the Cancellation Policy field, select the policy you created from the dropdown list.