Resource Booking Cancellation Policy

Overview

The cancellation policy feature gives admins control over how tenants can cancel resource bookings. You can define a late cancellation window, choose whether to allow or block cancellations within that window, set refund amounts for paid resources, and optionally allow cancellations even after a booking has already started.

Setting Up a Cancellation Policy

1. Log into HqO Admin and navigate to Resource Booking.

2. Click into the resource you want to configure.

3. Go to the Availability tab and toggle on Cancellation policy.

Step 1 — Set the Late Cancellation Window

Enter a time value and select the unit (Minutes, Hours, or Days) to define how far in advance of the booking start time the cutoff applies. For example, setting this to 30 Minutes means anything cancelled within 30 minutes of the booking start time is considered a late cancellation.

Step 2 — Choose Your Late Cancellation Behavior

Select one of the two options:

Allow late cancellations Tenants can still cancel within the window, but the booking will be marked as a late cancellation. For paid resources, enter a Refund amount as a percentage of the booking cost (e.g., 0 for no refund, 50 for a 50% refund). For free resources, there is no refund to configure, but the cancellation will still be recorded as a late cancellation.

No late cancellations: Tenants cannot cancel once inside the window. The cancel option will be disabled once the cutoff has passed.

Step 3 — Allow Cancellations After Booking Starts (Optional)

Toggle on Allow cancellations after booking starts if you want to give tenants the ability to cancel even after their booking time has begun. When enabled, set a Refund amount as a percentage of the booking cost to apply in that case.

Step 4 — Add a Cancellation Message (Optional)

Enter a custom message in the Cancellation message field. This message will be shown to tenants when they view or attempt to cancel a booking, and is a good place to communicate your policy terms or any instructions for reaching out to the property team.

What Tenants See

• The cancellation policy terms are displayed to tenants before they confirm a booking, so expectations are set upfront.

• If Allow late cancellations is selected, tenants can still cancel but will see the refund amount that will be applied.

• If No late cancellations is selected, the cancel option will be disabled once inside the cutoff window.

• If a custom cancellation message has been added, it will appear alongside the policy details.

• If a tenant needs to cancel and the option is blocked, they should contact their property team directly.

Things to Know

• The policy applies per resource. Different spaces can have different cancellation windows and rules.

• Refund amounts are a percentage of the booking cost. This only applies to paid resources — for free resources, there is no refund to configure.

• Admins can still cancel on behalf of tenants regardless of policy. The restriction only applies to self-service cancellations in the tenant app or web experience. When cancelling within the late cancellation window on a tenant's behalf, admins have the choice whether to apply the cancellation policy or not.

• Existing bookings are not retroactively affected. Changes to a cancellation policy apply to new bookings going forward.