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Creating Policies

Policies in EquipDash define the rules around cancellations and rescheduling. You can create different policies for different products or experiences, or apply a single policy across your entire catalog.

Creating a New Policy​

  1. Click Settings in the sidebar.
  2. Select Policies from the settings menu.
  3. Click + Add policy.
  4. Fill in the following fields:

Basic Details​

  • Policy name -- a descriptive name (e.g., "Standard Cancellation Policy", "48-Hour Cancellation").
  • Description (optional) -- an explanation of the policy or terms that may be shown to customers.

When Does This Policy Apply?​

  1. Choose when the policy takes effect:
    • Any time (no time restriction) -- the policy applies regardless of how close the booking is.
    • Within a specific time before booking -- the policy only applies if the request is made before a certain time (e.g., 2 days before the booking).

Applies To​

  1. Choose what this policy covers:

    • All products -- applies to every rental product.
    • All experiences -- applies to every experience.
    • All products & all experiences -- applies to everything.
    • Specific product categories -- select one or more product categories.
    • Specific products -- select individual products.
    • Specific experience categories -- select one or more experience categories.
    • Specific experiences -- select individual experiences.
    note

    Only options for enabled modules appear. Rentals-only suppliers see the product options; experiences-only suppliers see the experience options. The default selection adapts accordingly.

Policy Rules​

  1. Allow customers to re-schedule? -- toggle on if customers can change the date/time of their booking.
  2. Allow cancellations? -- toggle on if customers can cancel.

Refund Tiers​

When cancellations are allowed, you build a tiered refund schedule — a different refund percentage depending on how many hours before the booking start the cancellation is made.

  1. Under the Refund tiers section, click Add tier.
  2. For each tier, set:
    • Hours before start — e.g. 48 (this tier applies to cancellations made 48+ hours before).
    • Refund percentage — e.g. 100 for a full refund.
  3. Click Add tier again for the next break — e.g. 24 hours / 50%.
  4. Tiers below your shortest window default to 0% refund automatically — no need to add a "no refund" tier explicitly.
  5. Choose a Refund method — original payment method or store credit.
tip

Three tiers is the sweet spot — generous / moderate / none. More than that, customers skim past it.

Customers see the full tier breakdown on the booking widget at checkout automatically.

The Add Policy form with the multi-tier refund builder

  1. Click Add.

Policy Examples​

Policy NameTier 1Tier 2Below lowest tier
Flexible100% refund any time—100%
Standard100% refund if ≥48h before50% refund if 24–48h0%
Moderate50% refund if ≥24h before—0%
Strict——0%
Generous staff training100% refund if ≥6h before50% if 2–6h0%

Editing and Deleting Policies​

  • To edit a policy, click the edit icon next to it on the Policies page, make your changes, and click Update.
  • To delete a policy, click the delete icon and confirm. Deleting a policy does not affect bookings that were already made under it.

Things to Keep in Mind​

  • A policy only takes effect once it is assigned to products or experiences.
  • You cannot have two policies with the same time period assigned to the same product or experience.
  • The refund method setting only matters when cancellations are allowed and the refund percentage is greater than zero.
  • Customers see the applicable policy during the booking process in the widget, so clear naming and descriptions help set expectations.