Settings → Booking policies, in the cancellation section.
The four tiers
A ladder of notice periods, each with a refund percentage. The defaults are a sensible starting shape:
| Notice given | Refund |
|---|---|
| 30 days or more | 100% |
| 14 days or more | 50% |
| 7 days or more | 25% |
| Less than that | 0% |
Set your own days and percentages. The customer gets the tier matching the notice they actually gave.
What the percentage is of
The policy mode decides whether the percentage applies to the deposit or to the whole booking value. Get this right before you tune the numbers — the same "50%" means very different things under each, and it is the setting most likely to be misread.
No-shows
A separate fixed fee for a customer who neither turns up nor cancels. Set it to zero if you would rather handle those case by case.
Processing fees
Deduct payment processing fees from refunds decides who wears the card fee on a refunded booking. Your payment provider generally does not return it when you refund, so with this off, you absorb it.
There is also a switch for whether the operator charges a cancellation fee at all, for operators whose terms work differently.
Say it where customers will read it
Glovebox applies the policy; it does not write your terms. Put the same ladder in your rental agreement — see Set up your rental agreement and terms — so the customer agreed to it before they needed it.
If it did not work
- A refund is not what you expected. Check the mode first: percentage of deposit and percentage of total are very different, and the tiers look identical either way.
- A customer got 100% when you expected less. Count the notice from the cancellation to the pickup, not to today.