Where do I find it?
PRODUCTS > TOURS > SETUP > OPERATIONS/SUPPLIERS
The cancellation policy is displayed on the website tour’s card:
What does it mean?
Getting your tour cancellation policies right is vital for managing customer expectations and keeping your operations running smoothly. This article explains precisely how the cancellation policy displayed on each tour card on your website is automatically generated. By grasping this logic, you can effectively handle refunds, cut down on customer enquiries, and build greater trust with your customers.
What should I do?
To set up the cancellation policy for each tour, please navigate to PRODUCTS > TOURS > SETUP > OPERATIONS/SUPPLIERS. There, you'll find a dropdown list under "Cancellation Policy" where you can select the relevant policy for the tour. Please refer to this article for instructions on configuring cancellation policies.
The cancellation policy displayed on each tour card on your website is dynamically generated based on the policy assigned to that specific tour. Here's how it works:
Non-refundable tours
If a tour is set as non-refundable, the "Free cancellation" text will be hidden and the tour details page will display: "This activity is non-refundable".
Refundable tours with a specific policy
If a tour is refundable and has a defined cancellation policy, the system will show the specific terms in this format:
Fully refundable when cancelled up to [XX] [YY] in advance.
Examples:
- Fully refundable when cancelled up to 24 hours in advance.
- Fully refundable when cancelled up to 1 hour in advance.
- Fully refundable when cancelled up to 90 days in advance.
Default cancellation logic | Free cancellation
If neither of the above conditions is met (i.e., there is no specific cancellation policy is assigned), the system will fall back to the existing default logic. This typically displays "Free cancellation 24 hours" unless a custom field for "easy cancellation" dictates otherwise.
Free Cancellation (formerly known as Easy Cancellation) appears on all tours by default on your Licensee website, however, you can switch this off on a tour-by-tour basis.
Login to TourCMS > TOURS > Select Tour > DESCRIPTIONS & IMAGES > CUSTOM FIELDS
Enter the word false in the custom field for a1 Easy Cancellation & save.
Note: This data is relatively slow to clear from TourCMS' cache. Please wait 24 hours to see this be reflected on your website.
Cancellation policy on the Gray Line website
You'll also see the cancellation window (in days or hours) presented on the Gray Line website.
If your cancellation policy is set to 365 days, it will appear as "non-refundable" on the Gray Line website.
Troubleshooting
Data is not updating? - Clear your Cache
WordPress - How to clear the cache
If you do not have the custom field in TourCMS, you can easily create it.
1. Login to TourCMS > CONFIGURATION > SYSTEM & SETUP > Extra tour content fields
2. Create a new content field.
Name: a1 Easy Cancellation
Tag: a1
Type: Single text line
Once this has been completed, start from the top of this article.