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.

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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?

5. 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

6. 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

7. Allow customers to re-schedule? -- toggle on if customers can change the date/time of their booking themselves.
8. Reschedule deadline -- when rescheduling is on, set how long before the booking starts a customer may still move it (e.g. 48 hours). After that, online rescheduling closes and the customer is asked to contact you. Leave the number blank to allow rescheduling any time before the booking starts.
9. Allow cancellations? -- toggle on if customers can cancel.

note

The global Allow customers to reschedule setting in Settings → Booking Widget is a master switch. If it's off, online rescheduling is unavailable no matter what a policy says. When it's on, each policy decides when rescheduling is allowed. Staff can always reschedule from the dashboard regardless of the deadline.

Refund Windows

When cancellations are allowed, you build a refund schedule — a different refund amount depending on how far in advance the cancellation is made.

10. Under Refund windows, click Add window.
11. For each window, set:
    • Hours before start — e.g. 48 (this window applies to cancellations made 48+ hours before).
    • Refund — e.g. 100% for a full refund.
12. Click Add window again for the next level — e.g. 24 hours / 50%.
13. The Otherwise row at the bottom is automatic — it covers anything earlier than your smallest window. Set its percentage (usually 0% — no refund). You never add a "0%" window yourself.
14. Choose a Refund method — original payment method or store credit.

A live Customers will see summary shows exactly what each customer gets, so you can read your policy back in plain English before saving.

tip

Two windows plus the Otherwise row is the sweet spot — generous / moderate / none. More than that, customers skim past it.

Customers see this breakdown on the booking widget at checkout automatically.

Worked example

A common rental policy looks like this:

Window	Refund
48+ hours before start	100%
24+ hours before start	50%
Otherwise (less than 24 hours before)	0% (no refund)

Reschedule deadline: 48 hours before start. No non-refundable fee. That's just two windows plus the automatic Otherwise row — you never add the "0%" line yourself.

15. Click Add.

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Policy Examples

Policy Name	Window 1	Window 2	Otherwise
Flexible	—	—	100%
Standard	100% refund if ≥48h before	50% refund if 24–48h before	0%
Moderate	50% refund if ≥24h before	—	0%
Strict	—	—	0%
Generous staff training	100% refund if ≥6h before	50% if 2–6h before	0%

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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.

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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.

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Related Guides

• Assigning Policies
• Checkout, Deposits & Card Readers
• Cancelling Bookings