Cancellation policy — how cancellations work in Peach

As a creator, you decide the cancellation rules that apply to your activities. Your participants can clearly see the rules when booking and in the cancellation flow.

Here we walk through how everything fits together — for you as a creator and for your customers.

How it works

When you create an activity, you choose which cancellation policy applies. Examples:

• Free cancellation up to 24 hours before — the customer receives a full refund if they cancel in time
• No refund — the customer can cancel but does not get their money back
• Custom time limit — you decide how far in advance cancellation is free

The policy is clearly displayed to the customer both at the time of booking and if they choose to cancel.

Step by step

Set a cancellation policy for an activity

1. Create or edit an activity
2. Find the setting for cancellation policy
3. Choose the policy that suits you
4. Save — the policy takes effect immediately for new bookings

Cancel an individual customer's booking manually

1. Go to your activity
2. Open the booking list
3. Find the customer's booking
4. Tap cancel to remove the booking

Cancel an entire activity

If you need to cancel an activity entirely:

1. Go to the activity
2. Choose to cancel
3. All booked participants receive an automatic refund

What happens upon cancellation?

The customer cancels within the policy (in time)

• The customer receives an automatic refund
• For punch card bookings: the clip is restored automatically
• The spot is freed so someone else can book

The customer cancels outside the policy (too late)

• No refund — the money goes to you as the creator
• The booking is removed and the spot is freed
• The customer can clearly see that cancellation is without refund

The creator cancels an activity

• All booked customers receive an automatic refund
• Punch card clips are restored
• Customers are notified that the activity has been cancelled

Frequently asked questions

Q: The customer cancelled too late — do they get their money back? A: No, if the cancellation is outside your policy, the customer does not receive an automatic refund. The money goes to you. If you wish, you can issue a manual refund — see the next question.

Q: I need to cancel an activity — what happens? A: When you cancel an activity, all booked participants automatically receive a refund. You don't need to do anything manually — Peach handles it.

Q: Can I give a refund even though the policy says no? A: Yes. Contact us via Contact Peach in the app and we'll help you issue a manual refund. Sometimes things happen — and we understand that you want to be flexible with your customers.

Q: What happens to punch card clips upon cancellation? A: If the customer cancels within the policy, the clip is automatically restored to the punch card. If the customer cancels too late, the clip is consumed — just like a regular payment.

Good to know

• Choose a cancellation policy that feels reasonable for your type of activity — it creates clarity and trust with your customers
• Customers always see the cancellation terms before they book, so there are no surprises
• If you regularly need to cancel activities, it may be worth adding a buffer to your schedule
• Refunds when an activity is cancelled are handled automatically — you don't need to contact each customer

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Have more questions? Contact us via Contact Peach in the app or email team@peach.nu.