Lesson 5 of 8 · 4 min
Setting Your Cancellation Policy
Configure standard and late cancellation fees and the time window that determines which fee applies.
Setting Your Cancellation Policy
Video coming soon
Lesson Notes
Cancellation fees live in Settings → Organization → [Your Org] → the Billing & Cancellation section (scroll to it on the org settings page). This section is restricted to COMPANY, PROJECT_MANAGER, and PROVIDER roles. The section has two collapsible panels: Cancellation Fees and Payment Collection (covered in the card-at-booking lesson).
Toggle on 'Charge cancellation fees' to reveal three fields. Standard cancellation fee ($) is the dollar amount charged when a customer cancels outside the late-cancellation window. Late cancellation fee ($) is the higher amount charged when they cancel inside the window. Late cancellation window (hours) is the number of hours before the scheduled shoot start time that defines 'late' — for example, entering 24 means any cancellation within 24 hours of the job pays the late fee; anything earlier pays the standard fee. All three fields accept decimal values.
When a customer cancels an order through the platform (via their portal or the iOS agent app), Vremly looks up your org's policy at that moment. If cancellation fees are enabled and the customer has a card on file, the appropriate fee is automatically charged to their saved card. If there is no card on file, the fee is flagged but cannot be collected automatically — which is why enabling 'Require a card at booking' (the next lesson) is the recommended companion setting.
Click Save changes (the button appears in the top-right of the Billing & Cancellation heading once you have unsaved edits) to persist your policy. The save covers all fields in the section at once — cancellation fee amounts, the window, the card requirement, and the booking copy text. A 'Billing & cancellation settings saved' toast confirms success.
From the customer's perspective, when they attempt to cancel an order, the webapp and iOS app show a confirmation dialog that displays the exact fee that will be charged (e.g., 'Cancel for $50'). They must explicitly confirm before the charge fires. This prevents surprise charges and keeps the flow transparent.
Key Takeaways
- Two fee tiers: Standard (outside the window) and Late (inside the window in hours).
- Fees are only charged automatically when the customer has a card on file.
- The 'Cancel for $X' confirmation dialog is shown to customers before any charge fires.
- Save changes persists the entire Billing & Cancellation section at once.
- Enabling cancellation fees without also requiring a card at booking creates a policy gap.