A cancellation policy is a set of refund tiers: "cancel at least 14 days before departure, get 100% back". Travelers see it before they pay, and Samba uses it to suggest a refund when a booking is canceled. A policy never moves money by itself: you always choose the final amount.
Your workspace starts with three policies you can use or change:
Policy | Tiers |
Flexible | 14+ days: 100% · 7–13 days: 50% · under 7 days: 0% |
Moderate (the default) | 60+ days: 100% · 30–59 days: 50% · under 30 days: 0% |
Strict | 60+ days: 50% · under 60 days: 0% |
Create a policy
Go to Settings → Cancellation policies and select New Cancellation policy.
Give it a Name.
Fill in the Refund tiers, from most generous to strictest. Each tier needs fewer days and a lower refund than the one above it. A tier applies from its number of days down to the next tier.
Optionally write a Customer portal description. Travelers see it under the tiers.
Turn on Use as workspace default if every trip without its own policy should follow this one. Only one policy is the default at a time.
Select Create.
If your last tier stops above 0 days (say 7 days: 50%), a traveler who cancels closer to departure than that gets nothing.
Choose the policy for a trip
Open the experience and go to Pricing & Participants → Cancellation policy.
Pick one:
The workspace default — The trip follows whichever policy is the default, now and later
A specific policy — The trip keeps that policy whatever the default is
Non-refundable — No policy applies and the suggested refund is always zero
Select Save changes.
How the suggested refund is calculated
Samba counts the whole days left before the departure starts (47 hours is 1 day), takes the matching tier, and applies its percentage to the money collected so far on the booking. Unpaid installments are not counted.
Example: a traveler has paid a €400 deposit on a €1,000 booking and asks to cancel 10 days before departure under the Flexible policy. The 7–13 days tier gives 50%, so the suggestion is €200.
What happens next
Travelers see the policy at checkout next to the terms checkbox, and on the page where they pay a payment link. To show it on the trip page too, add the Cancellation policy block to your trip page.
Each booking keeps the policy it was made under. Changing a trip's policy, changing the default or archiving a policy does not affect existing bookings.
Policies cannot be deleted. Archive one to retire it: trips using it go back to the workspace default. Make another policy the default before archiving the current default.