Updating your cancellation notes

Cancellation notes serve as a written summary of your cancellation policy, and are included in all emails sent to your customers (except for follow-up emails).

In addition to default cancellation notes, you can also write customized cancellation notes for different items. If an item doesn’t have its own cancellation notes, the default cancellation notes will automatically be used.

Updating your cancellation notes

There are two places you can update your cancellation notes, depending on whether you want to update your default notes or a specific item’s notes.

To update your default cancellation notes:

1. Go to Settings from the Dashboard Menu.
2. From the Settings menu, go to Info & Policies.
3. Update your cancellation notes in the Default Cancellation Notes box.
4. Scroll down and click Save changes.

To update an item’s cancellation notes:

1. Go to the Items section of your Dashboard and select the item you’d like to update.
2. Go to Settings > Info & Policies.
3. Your Item Cancellation Notes will be located on the first tab.
4. Make your updates and click Save changes .

Frequently Asked Questions

Do cancellation notes affect the ability to cancel a booking?

Cancellation notes alone do not affect the ability to cancel, rebook, or refund a booking in the Dashboard. They merely serve as written guidelines for you and your customers.

However, certain permissions do affect the ability to cancel or rebook a booking. If a user does not have the following permissions enabled, they will not be able to cancel bookings.

See: Managing permission groups

What if I don’t have a cancellation policy?

If you do not provide a cancellation policy during your FareHarbor setup, we will enter a standard 24-hour policy in your default cancellation notes. However, you can change this at any time by editing your default cancellation notes.

Internal-only content. Don't copy and paste to anyone.

Make sure that the text in cancellation notes is not indented. We have seen instances where indenting text (inserting 4 spaces at the beginning of a line) in company cancellation notes can cause a company’s online book form to break:

To fix this, go to the company’s Dashboard, find the Markdown field that’s causing the problem, and get rid of the space at the beginning of the line.