Cancellation policies
Set the cancellation window per activity option. Customers see your policy before they book and can cancel themselves while they're inside the window.
Each option of each activity carries its own cancellation policy. You choose how far in advance a customer can cancel for free, and Turinity shows that exact rule to the customer before they confirm the booking. Whatever you set is what applies.
Setting the policy
Open the activity, go into the option, and find the Booking Policies section. The Cancellation Policy dropdown asks: how far in advance can customers cancel their booking?
Available windows:
- No Cancellation Available
- 24 hours
- 48 hours
- 3, 4, 5, 6, 7, 10, 15, or 30 days
Pick what fits the activity. A boat charter that loads supplies the day before is a different decision from a walking tour where the only cost is your time.
"No Cancellation Available" makes the booking non-refundable from the moment it's confirmed. Use it sparingly. Most travelers won't book a high-cost experience that has no refund window at all, and a strict policy can hurt conversion more than the occasional cancellation hurts your day.
When a customer cancels
Customers cancel from their own booking page on Turinity. If they're inside the window you set, the cancel button works and the refund flows automatically based on the activity's payment model.
After the window closes, the cancel button is gone. There is no refund out of window. The same applies to no-shows. The customer accepted the policy at booking, so they don't get charged a surprise but they also don't get money back once the window has closed.
If you need to cancel a booking
You can cancel any confirmed booking from your operator dashboard. Bad weather, a mechanical issue, anything that makes the activity impossible to run safely — handle it from your side rather than asking the customer to cancel.
When the cancellation comes from you, the customer ends up at financial zero, always. How that happens depends on timing:
- If we'd already charged the card (the booking was close to the activity date), we issue a full refund.
- If the booking was far enough in advance that we'd only saved the card details and hadn't run the real charge yet, no charge ever happens.
In both cases the customer pays nothing for an activity that didn't run.
How refunds settle
For customer-initiated cancellations, the mechanics depend on whether the activity is online-first or deposit + pay in person. The split, who pays out, and what reaches your next payout are covered in Payment models.