📝 Overview
Cancellation policies help set clear expectations for customers and provide structure around how cancellations and refunds are handled. Having the right policy in place helps protect your business, build trust with customers, and ensure a smooth experience for everyone.
In this guide, you'll learn how to create and apply your cancellation policies, manage them as needed, and answer common questions about how they work.
📹 Video Guide
🛠️ Create a Cancellation Policy
Click here to learn how to build your first cancellation policy in Sawyer
Click here to learn how to build your first cancellation policy in Sawyer
Navigate to Listings in the left pane and then choose Cancellation Policies.
Click New Policy or Get Started
Write a Policy Name and Policy Description
Check your policy preview to the right of the policy builder
Press Save Policy
Once saved, you can edit and archive cancellation policies using the icons in your policy list. Use the pencil icon to edit a policy and the square icon to archive a policy.
💡 Tip: If you're scheduling an activity, you can also build a cancellation policy within the Schedule builder by tapping + New Cancellation Policy.
📍 Add Cancellation Policies to Scheduled Activities
Learn how to apply your cancellation policies to activities and appointments.
Activities & Semesters
Click here to learn how to add a cancellation policy to an activity or semester
Click here to learn how to add a cancellation policy to an activity or semester
Click into your Schedules section
Either create a scheduled activity or locate the existing scheduled activity you'd like to edit
Once your activity is located, find Cancellation Policies in the editor
Select a Cancellation Policy from the drop-down
Finish adding or editing your scheduled activity
Press Save
⚠️ Important: Policies aren't dynamic and only show the policy at the time of purchase. If you're making changes to your cancellation policy, please notify customers with future bookings. Changes aren't retroactive.
Appointments
🔔 Feature Update: Existing cancellation policies can now be used with Appointments in the same way they're used with semesters and camps.
To add a cancellation policy to an appointment, visit here for detailed instructions.
⚙️ Manage Your Cancellation Policies
Learn how to archive and unarchive policies as your business needs change.
Archive a Policy
Click here to learn how to archive a policy
Click here to learn how to archive a policy
Navigate to Listings and open Cancellation Policies.
Make sure you're in the Active tab, and locate the active policy you wish to archive and then press the Archive icon.
Once archived, the policy will move to your Archived tab and won't be available for new activities, but existing activities will retain their assigned policy.
Unarchive a Policy
Click here to learn how to unarchive a policy
Click here to learn how to unarchive a policy
Navigate to Listings and open Cancellation Policies.
Make sure you're in the Archived tab. Locate the archived policy you wish to unarchive. Press the square Unarchive icon
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
What should I include in my cancellation policies?
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💡 Every business is unique — therefore, your cancellation policy shouldn’t look exactly the same as those that belong to your peers.
At a minimum, an effective cancellation policy should:
Establish an allowable cancellation time frame (ex. 48 hours notice is required to cancel a drop-in class, 7 days notice is required to cancel a summer camp)
Define a consequence (ex. $25 charge missed drop-ins or a $10 late cancel charge)
Clearly communicate expectations, both in written and verbal communication
Be shared with customers during the registration experience, on your website, and in your physical location
Here is a great resource for learning more about the why behind offering cancellation policies!
Can I create different cancellation policies for different scheduled activities?
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Yes! We’ve made it easy to create unique cancellation policies for different activities. Why? Sometimes, you may need to have different policies for camps, drop-ins, events, and semester-long classes.
⚠️ Cancellation policies in Sawyer can only be added to semesters, drop-ins, camps, and events. Right now, parties, appointments, and memberships all have their own cancellation policy setup.
How do I set a cancellation policy for Appointments? Parties? Memberships?
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Cancellation policies created in Listings only apply to camps or semesters. Parties, memberships and appointments all have their own cancellation policy sections on each package, plan, and type set up.
Why should I have a cancellation policy?
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A cancellation policy is a way to protect yourself from lost business and revenue. You don’t have to have one - but we advise creating one and communicating it with clients to reduce your number of no-shows and allow you more time to fill open activity and appointment spots when customers do cancel.
Can you help me add my current cancellation policy to Sawyer?
How is this different from my waiver?
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Waivers are something that you can include during the registration process using Form Fields. Cancellation policies are displayed before customers book on your widget and the Sawyer Marketplace at the activity level.
Where does a customer see the cancellation policy? Do they receive a record of it in order confirmation emails?
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Cancellation policies surface on provider widgets and the Sawyer Marketplace under Class Experience. Cancellation policies will also appear on a customer’s order during the checkout summary on both the provider side and customer side.