Booking Cancellation Policy Summary
We recommend you set your cancellation policy for direct bookings as follows:
60+ days before arrival: Refund of the deposit payment, less the booking fee.
30–59 days before arrival: 50% cancellation fee (deposit forfeited).
0–29 days before arrival: 100% cancellation fee (no refund).
Recommended Alignment Across Platforms
Airbnb: Adopt the Super Strict 30 policy .
Booking.com: Set a custom cancellation policy with free cancellation prior to 30 days before check-in, then a 100% cancellation fee within 30 days.
VRBO: we have the ability to set a custom cancellation policy which reflects your cancellation policy for direct bookings, ensuring that booking fees charged to cover Stripe fees are non-refundable. Please choose CUSTOM as your default VRBO cancellation policy and leave the rest to us.
Further Cancellation Policy Resources
Airbnb: Cancellation Policies
VRBO: Cancellation Policies
⚠️ Important:
During onboarding, you will be asked to select a base cancellation policy that applies across your portfolio.
After onboarding, you will have the opportunity to customise cancellation policies per property and per channel using the Felix property dashboard.
Cancellation Policy Template
How to Use This Template
To make it easy for you to customise and submit your Cancellation Policy, follow these simple steps:
- Copy the Template
Highlight the full text of the template provided in this article and copy it (Ctrl+C or Cmd+C). - Paste into Your Preferred Document Tool
Open a new document in Microsoft Word, Google Docs, or your preferred text editor, and paste the content (Ctrl+V or Cmd+V). - Replace Placeholder Text
Anywhere you see the word COMPANY, replace it with your business or brand name. You may also wish to adjust certain terms (such as policies or fees) to better suit your business operations. - Review Internally
Ensure your internal team reviews the customised document and that it’s approved by any necessary stakeholders (e.g. your legal or operations team). - Submit to Felix
Once finalised, copy the full, updated text and paste it into the relevant section of the Onboarding Form.
BOOKING AND CANCELLATION POLICY
(a) Payment Terms
(i) To book a property directly with COMPANY, we require that you pay an initial deposit of 50% of the full booking tariff. If you have not already organized payment with us, your balance payment will be processed automatically 30 days prior to your arrival. If we are unable to process payment and contact you requesting payment, and you fail to make a payment due to us in full and on time we may treat your booking as canceled by you.
(ii) If your booking is for a period longer than 30 days, your booking may be split into two or more instalment payments, with 50% of the first instalment due as a deposit and the balance of the first instalment due 30 days prior to your specified arrival date. You authorize us to automatically process each subsequent instalment as and when it is due.
(iii) If you make a booking within 30 days from your specified arrival date, you must pay the full amount (or full first instalment payment for bookings over 30 days) at the time of booking.
(iv) Once the initial deposit or full payment has been received, you will receive an email confirming your booking. The contract between us will only be formed when you receive the payment confirmation email and is subject to these booking conditions.
(v) You should carefully check the details of your booking before making any payment, as well as the confirmation email after payment, and inform us immediately of any errors or omissions.
(vi) 5 days prior to your arrival, COMPANY will pre-authorize a security deposit payment on the credit card details with which we have been provided. The security bond may be used for any repair and/or replacement of the property, furnishings, fixtures and fittings, any excess cleaning that may be necessary after your stay, or payment of penalties for overstaying or breach of house rules. The pre-authorization will be released within 7 days following your departure, less any deductions in accordance with the conditions listed above. Furthermore, COMPANY will be entitled to make further deductions from this credit or debit card over and above the pre-authorization should such charges be required.
(b) Cancellation and Amendments – if caused by You
(i) If you need to cancel or amend your booking, please notify us as soon as possible. A cancellation or amendment will not take effect until we receive confirmation in writing or via email from you.
(ii) If you cancel your booking 60 DAYS prior to your arrival or earlier, we will refund your deposit less the booking fe (the booking fee is non-refundable)
(iii) If you cancel your booking between 30 and 59 days prior to your arrival, the cancellation cost will be 50% of the booking. You will therefore not be refunded your deposit payment.
(iv) If you cancel your booking between 0 and 29 days prior to your arrival, the cancellation cost will be 100% of the booking. As you will have already paid the balance payment, no payments will be refunded. We always recommend you take out travel insurance to cover any unforeseen last-minute cancellations.
(c) Cancellations and Amendments – if caused by Us
(i) COMPANY will make every effort to ensure the property is available as booked. However, COMPANY reserves the right to make alterations to bookings due to unforeseen circumstances (e.g., fire, flood, apartment damage, etc). We would not expect to have to make any changes to your booking, but sometimes problems occur, and we may have to make alterations or, very occasionally, cancel bookings.
(ii) If this does happen, we will contact you as soon as is reasonably practical and inform you of the cancellation or the change to your booking. If we cancel your booking, we will refund you any fees you have already paid to us. However, we will not be liable to refund you for any fees you may have paid to any third party in connection with your holiday (including, without limitation, fees for travel, entertainment, activities, or insurance).