You can configure a cancellation policy for your bay options to manage how and when customers receive refunds when cancelling a booking.

There are two ways to set this up:

• A general cancellation policy that applies to all bay options
• A specific cancellation policy set individually for each bay option

Below, you’ll find an overview of how each method works and what each setting means.

General Settings

General settings can be found in Booking & Payments -> Settings -> Ranges / Sims. This policy applies to every bay option unless a specific bay option has its own cancellation rules. 
 

• Limit customer cancellations 
  • When enabled, customers cannot cancel their bookings themselves. Instead, they must contact you (the facility owner) directly to request a cancellation. You can define the number of days for this restriction.
  • Example: If set to 2 days, customers who want to cancel within two days prior to their booking must contact you, as the cancellation button will no longer be available to them.
• Limit customer self-refunds
  • When enabled, you can define a time period during which customers will not receive a refund if they cancel the booking themselves.
  • Example: If set to 2 days, customers who cancel their booking within two days prior to the scheduled time will not receive a refund.

Note: All refunds are issued to the customer’s YGB Balance. From there, you can process the refund and return the funds to the original payment method. If you prefer to refund the amount directly to the customer’s credit card, this must be done manually outside of the system.

Each Bay Option’s Settings

You can set individual cancellation policies for each bay option: 

When you click on a selected bay option, in the first section General (bottom of the page) you will notice the section Customer cancellations & Refunds.
 

This is useful when:

• Different bay options require different cancellation rules
• Bay options linked to memberships should offer special benefits
• Public bay options may need stricter rules
• Certain bay types (e.g., coaching) require stricter refund policies

These settings work exactly like the general cancellation policy but apply only to the selected bay option.

If a cancellation policy is set, customers will be notified during the booking process. The policy will also be visible to them if they choose to cancel (see image below for reference)

No Cancellation & Refunds Settings enabled

If cancellation and refund settings are disabled—both in the general settings and for each bay option—the following applies:

• No restrictions
• Customers can cancel at any time
• Refunds are automatically issued to the customer’s YGB Balance