✨ Please note: Online payments are available on the Lite plan or above.

You must provide your contact details and refund policy when accepting online payments. Adding this information will mean that you comply with key regulations for online sales and build trust with your bookers and credibility for your business.

This article covers:

Setting a cancellation policy

You can adjust your cancellation settings from your Booking preference settings.

From here, you can able/disable ticket cancellations by ticking/unticking the box next to Allow ticket cancellation.

You can also customise the time period, from set minutes or months before the event:

In this section, you can also choose to return a Pass use to your customer's passes upon cancellation, allow ticket date transfers and show refund amounts to your customers.

When you allow ticket transfers on your account, you can customise the timeframe by the duration before and the timescale to which customers can transfer. You can also restrict this to only one transfer per ticket and allow transfers to different events or ticket types:

✨ To read more about cancellations and transfers, see here.


Setting a refund policy

To set a refund policy, select Settings, then Payments from the left-hand menu. From here, select Edit on the right-hand box:

You can then add your refund policy blurb in the box under Refund policy:

✨ See here for requirements for taking payments online.


Adding the policy to your page

Alongside adding your refund policy blurb, you may wish to add your cancellation policy to other visible areas of your schedule setup.

Public page:

You may wish to add your policy at the top of your page. To do this, select Page Setup in the top right-hand corner and scroll down to the General Information section to add your blurb:

This text appears at the top of your scheduling page:

Event Description:

You can add the policy to the event description for extra visibility. To do this, select the entry, then Edit entry:

Select the Information tab and add the policy in the Description field:

This then shows on the public page as shown below:

Booking confirmation message:

To add to your Booking confirmation message, select your entry, then Edit entry:

Select the Information tab and scroll down to the Booking confirmation message section to add it to the emails your customers receive:

✨ Read more about the emails your bookers receive here.

Adding a mandatory booking form field:

You may wish to add a field that your bookers agree to when making a booking. To do this, select the Booking form tab, then Create a new field type:

You can then choose whether you'd like the field to apply to the attendee, overall booking or ticket, and add the Field label (name) by adding the policy under the Additional help text section.

You may wish to also make this field mandatory by selecting the Mandatory field tickbox and choosing the Field data type (such as a 'Yes or No option' or checkbox for capturing consent):

✨ See more on booking forms here and making them mandatory here.


Where your customers can view the refund policy

You can view your refund policy in the public page footer, which is required information for some payment gateways.

When selecting the hyperlink, the refund policy pops open as a larger sub-page:

✨ If you have any questions, please get in touch with the support team via live chat or email at support@bookwhen.com

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