Policy Configuration

Configure every aspect of your cancellation policy to match your venue's needs and protect your revenue.

Cancellation Window

Define how far in advance cancellations must occur for penalty-free cancellation.

Notice Period Options

Choose from preset options or create custom periods:

Standard Options:

• No restrictions (cancel anytime)
• 1 hour before reservation
• 2 hours before
• 4 hours before
• 12 hours before
• 24 hours before
• 48 hours before
• 72 hours before
• 1 week before

Custom Period:

• Specify exact number of hours
• Set to the minute if needed

Recommendations by Booking Type

Standard Bookings (2-4 guests):

• Casual venues: 2-4 hours
• Fine dining: 12-24 hours
• Mid-range: 4-12 hours

Peak Times (Friday/Saturday evenings):

• Any venue type: 24 hours minimum
• Popular venues: 48 hours

Large Parties (6+ guests):

• Small groups (6-8): 24 hours
• Medium groups (9-12): 48 hours
• Large groups (13+): 48-72 hours

Special Events:

• Themed nights: 48-72 hours
• Holiday events: 1 week
• Exclusive experiences: 2 weeks

Penalty Structure

Define what happens when customers cancel within the cancellation window or don't show up.

Penalty Types

No Penalty

• Free cancellation anytime
• Good for building reputation
• Higher no-show risk
• Best for: New venues, low-demand periods

Deposit Forfeiture

• Customer loses deposit only
• Clear and simple
• Requires deposit collection
• Best for: Moderate protection

Percentage Charge

• % of estimated meal cost
• Scales with booking value
• Fair for various party sizes
• Best for: Most venues

Fixed Amount

• Flat cancellation fee per person or per booking
• Simple to understand
• Doesn't scale with spend
• Best for: Consistent menu pricing

Full Charge

• Customer pays full estimated cost
• Maximum protection
• May deter bookings
• Best for: High-end venues, special events

Tiered Penalty System

Different penalties based on how much notice is given:

Example Configuration:

More than 24 hours:     No penalty
12-24 hours notice:     25% of estimated bill
4-12 hours notice:      50% of estimated bill  
Less than 4 hours:      75% of estimated bill
No-show:                100% of estimated bill

How to Configure:

1. Enable "Tiered Penalties"
2. Add notice periods (tiers)
3. Set penalty for each tier
4. Preview customer-facing text
5. Save configuration

Tiered systems:

• Encourage earlier cancellation
• Feel fairer to customers
• More complex to explain
• Better revenue protection

Estimating Meal Cost

For percentage or full charge penalties, estimate the meal cost:

Automatic Calculation:

• Average spend per person × number of guests
• Based on your venue's historical data
• Updated automatically

Manual Input:

• Specify amount per person
• Override for specific bookings
• Set different amounts by time/day

Menu-Based:

• Pre-set menu price
• Tasting menu cost
• Special event pricing

Deposit Requirements

Require upfront payment to secure bookings and reduce no-shows.

When to Require Deposits

By Party Size:

• 1-5 guests: Optional
• 6-8 guests: Consider deposit
• 9+ guests: Strongly recommended

By Time/Day:

• Weekday lunch: Optional
• Weekday dinner: Optional
• Friday/Saturday dinner: Recommended
• Holiday periods: Required

By Booking History:

• New customers: Standard policy
• Previous no-show: Require deposit
• Loyal customers: May waive

By Event Type:

• Regular booking: Optional
• Special event: Required
• Private dining: Required
• Tasting menu: Required

Deposit Amount Options

Fixed Per Person:

• Set amount per guest (e.g., £10 per person)
• Scales with party size
• Easy to understand
• Best for: Most scenarios

Fixed Per Booking:

• Single amount per reservation (e.g., £50)
• Doesn't scale with size
• Simple for small variations
• Best for: Small party ranges

Percentage of Estimated Bill:

• % of total expected cost (e.g., 20%)
• Proportional to booking value
• Requires accurate estimates
• Best for: Variable pricing

Full Payment:

• Entire estimated meal cost upfront
• Maximum protection
• May reduce booking conversion
• Best for: Special events, high no-show history

Deposit Handling

When Applied:

• At booking confirmation
• Before booking confirmed
• Card authorized (not charged)
• Charged only if penalty applies

On Successful Booking:

• Deducted from final bill
• Remaining balance paid at venue
• Appears on final receipt

On Timely Cancellation:

• Automatically refunded
• 5-7 business days to account
• Email confirmation sent

On Late Cancellation or No-Show:

• Charged according to policy
• Invoice emailed to customer
• Applied to penalty amount

Party Size Thresholds

Apply different policies based on the number of guests.

Setting Size-Based Rules

Create rules for different party sizes:

Example Configuration:

Small Parties (1-4 guests):

• Cancellation window: 2 hours
• Penalty: None or deposit forfeiture
• Deposit: Optional

Medium Parties (5-8 guests):

• Cancellation window: 24 hours
• Penalty: £10 per person or 25% of bill
• Deposit: £10 per person recommended

Large Parties (9+ guests):

• Cancellation window: 48 hours
• Penalty: £15 per person or 50% of bill
• Deposit: £15 per person required

Why Size-Based Policies?

Larger parties:

• Harder to rebook on short notice
• More revenue at risk
• More preparation involved (food, staffing)
• Greater impact on other bookings
• Staff scheduling implications

Implementation:

1. Navigate to "Party Size Thresholds"
2. Click "Add Threshold"
3. Set size range (e.g., 9-20 guests)
4. Configure specific policy rules
5. Set whether deposits are required/optional/enforced

Time-Based Policies

Different policies for different times to match demand patterns.

By Day of Week

Set varying policies based on day:

Example Schedule:

• Monday-Thursday: Relaxed (2-4 hour notice, no deposit)
• Friday-Saturday: Strict (24 hour notice, deposit for 6+)
• Sunday: Medium (12 hour notice, deposit for 8+)

Configuration:

1. Enable "Day-Based Policies"
2. Select days or day groups
3. Set policy for each group
4. Preview calendar view
5. Save and activate

By Time of Day

Different rules for different service periods:

Lunch Service (12:00-15:00):

• More flexible
• Shorter cancellation window
• Lower or no deposits
• Easier to refill tables

Prime Dinner (18:30-21:00):

• Stricter policy
• Longer cancellation window
• Deposits recommended
• High-demand period

Late Dinner (21:00+):

• Medium strictness
• Moderate cancellation window
• Optional deposits
• Lower demand

Configuration:

1. Enable "Time-Based Policies"
2. Define time periods
3. Set policy for each period
4. Handle overlaps
5. Test scenarios

By Season

Adjust policies for seasonal demand:

Peak Season:

• Holiday periods
• Summer months
• Local events
• Stricter policies

Off-Season:

• Quieter months
• Mid-week periods
• More flexible policies
• Build customer base

Special Periods:

• Valentine's Day
• Mother's Day
• New Year's Eve
• Christmas period

Special Event Policies

Override standard policies for special events.

Creating Event-Specific Policies

For ticketed events, special dinners, or exclusive experiences:

1. Navigate to Events section
2. Select or create event
3. Enable "Custom Cancellation Policy"
4. Configure event-specific rules:
   • Longer cancellation window (1-2 weeks)
   • Higher penalties or no refunds
   • Full prepayment required
   • Non-refundable or partial refunds only
5. Display prominently on booking page

Special Event Examples

New Year's Eve:

• Cancellation window: 7 days
• Penalty: Full prepayment, non-refundable
• No exceptions

Valentine's Day:

• Cancellation window: 48 hours
• Penalty: 50% of estimated bill
• 50% deposit required

Tasting Menu Nights:

• Cancellation window: 72 hours
• Penalty: Full menu price
• Full prepayment at booking

Chef's Table:

• Cancellation window: 1 week
• Penalty: 100% of experience cost
• Non-refundable deposit

Multi-Venue Configuration

Managing policies across multiple venues.

Venue-Specific Policies

Each venue can have different policies based on:

Location Factors:

• Market demographics
• Competition levels
• Local booking behaviors
• Area affluence

Venue Characteristics:

• Type of dining (casual vs. fine)
• Average spend per guest
• Seating capacity
• Historical no-show rates

Operational:

• Staffing patterns
• Kitchen capacity
• Peak times
• Event frequency

Policy Templates

Create reusable policy templates:

Creating Templates:

1. Design a complete policy
2. Save as template
3. Name descriptively (e.g., "Fine Dining Standard")
4. Apply to relevant venues

Using Templates:

1. Select venue
2. Choose template
3. Customize specific settings if needed
4. Activate for venue

Updating Templates:

• Update template definition
• Option to update all venues using it
• Or keep individual customizations

Templates help maintain consistency while allowing venue-specific adjustments.

Testing Your Configuration

Before activating, thoroughly test your policy:

Test Scenarios

Scenario 1: Standard Booking

• Book 4 guests for Friday at 7pm
• Try canceling 48 hours before
• Try canceling 12 hours before
• Try canceling 1 hour before
• Verify correct penalties

Scenario 2: Large Party

• Book 10 guests for Saturday at 8pm
• Verify deposit requirement
• Test cancellation at various times
• Check penalty calculations

Scenario 3: Special Event

• Book special event
• Verify event-specific policy displays
• Test cancellation workflow
• Check prepayment processing

Verification Checklist

Before going live:

• All cancellation windows calculate correctly
• Penalties apply as expected
• Deposits process properly for test bookings
• Party size thresholds work correctly
• Time-based policies activate at right times
• Special event overrides work
• Customer-facing text is clear and accurate
• Staff understands how to override if needed

Related Documentation

• Cancellation Overview - Introduction and setup basics
• Communication & Enforcement - How to communicate and enforce policies
• Deposits & Refunds - Managing deposits and refunds
• Analytics & Best Practices - Measuring effectiveness

Need Help?

Complex policy configurations? Our team can help:

• Email: [email protected]
• WhatsApp: https://wa.me/message/GPBDMIVKYIELE1