Cancellation Policies on Bookings

Two bookings with the same supplier can have different cancellation rules. One hotel rate is fully refundable until 30 days out and another is non-refundable from the day you book. Each booking in JourneyFuse carries its own cancellation policy, and your client sees it next to that booking wherever it appears.

Adding a policy to a booking

Open the booking (Trips → a trip → Bookings → Full booking editor) and open Cancellation and fees, below the booking's essentials. The Cancellation policy is at the top of it. It has two parts, and you can fill in either or both:

• The policy wording. Write it the way you want your client to read it, for example "Full refund until the date. 100% penalty inside 14 days of arrival."
• Free cancellation until. The last day the booking can be cancelled without a penalty.

Leave both blank if you don't know them. A blank policy is never shown as "non-refundable". Your client just sees nothing for that booking.

Where your client sees it

Once saved, the policy appears under that booking on:

• The client portal, in the Confirmed for This Trip list
• The shared itinerary, on the booking's card (a hotel shows it once, on check-in, not again on check-out)
• The guest mobile app, on the itinerary card
• The invoice, under the booking's line, on the web page and in the downloaded PDF
• The accepted proposal page, next to the booking's confirmation number

A date on its own still shows, as "Free cancellation until Oct 2, 2026." A visible deadline beats no information at all.

This also covers the rule in Ontario (TICO) and other regulated markets that the cancellation policy be stated for every part of the trip. You no longer need to retype it into invoice line remarks.

Supplier default policies

If a supplier uses the same terms for most bookings, save them once. Go to Suppliers, click the edit (pencil) icon on the supplier, and fill in Default cancellation policy.

A new booking with that supplier starts with that wording, and you can change it for any one booking. The wording is copied into the booking. If you edit the supplier's default later, bookings you have already made keep their own copy, so a client never sees a policy change they weren't told about.

The default only fills an empty box. It never overwrites wording that is already on the booking.

Imports fill it in

When you import a confirmation (forwarded email, PDF or paste), JourneyFuse reads the cancellation terms and the free-cancellation date from the document when they are stated, and puts them on the booking. If the document doesn't mention cancellation, nothing is filled in. Re-importing a confirmation never blanks a policy you wrote yourself.

Reminder before the window closes

Seven days before a booking's Free cancellation until date, the trip's advisor gets a task: "Free cancellation ends Oct 2: Walt Disney World Swan", due on that date. It's your prompt to check with the client that they're keeping the booking while cancelling is still free.

• One task per deadline. If you move the date, you get a new task for the new date.
• No task for cancelled bookings, or for trips that are cancelled, lost or completed.
• The task is internal. Nothing is sent to your client.

Related

• Trip Terms & Insurance Card, which covers supplier T&Cs your client has accepted
• Managing Suppliers