Refund policies

Create and manage refund policies for your activities and bookings.

Refund policies define the terms under which customers can receive a refund when they cancel a booking. You can create multiple policies and assign them to different activities, giving you flexibility to set different cancellation terms for different products.

Create a refund policy

1. Open settings

   Navigate to Settings and select the Policies tab.

2. Add a policy

   Click Add Refund Policy and enter a name for the policy (e.g. “Standard 48-hour cancellation”, “Non-refundable”).

3. Define the terms

   Set the cancellation window and refund percentage. For example, a full refund if cancelled more than 48 hours before the activity, or a 50% refund within 24 hours.

4. Save

   Save the policy. You can now assign it to activities.

Assign policies to activities

When creating or editing an activity, select a refund policy to apply. The policy terms are shown to customers during the booking process so they understand the cancellation terms before purchasing.

How refunds work

When a customer requests a cancellation:

1. Sailia checks the assigned refund policy for the activity.
2. Based on how far in advance the cancellation is made, the policy determines the refund amount (full, partial, or none).
3. If a refund is due, it is processed through Stripe and returned to the customer’s original payment method.

Refunds typically take 5–10 business days to appear on the customer’s statement, depending on their bank.

Edit or delete a policy

You can edit a policy’s name and terms at any time. Existing bookings that were made under the old terms are not affected — the policy in effect at the time of booking applies.

Deleting a refund policy removes it from all activities it was assigned to. Those activities will have no refund policy until you assign a new one.

Related guides

Activities

Create activities and assign refund policies.

Payments and Stripe

Process refunds through Stripe.