Cancellation & Rescheduling Policies

By creavio Team April 10, 2026 1 views

Cancellation & Rescheduling Policies

Clear policies protect your time and income. creavio lets you define and enforce cancellation and rescheduling rules so both you and your clients know exactly where they stand.

Setting Your Policy

  1. Go to Settings > Booking > Policies
  2. Define your cancellation window (e.g., 48 hours before the session)
  3. Set the cancellation fee (flat amount, percentage of booking, or full forfeiture of retainer)
  4. Define your rescheduling window (can be different from cancellation)
  5. Set the maximum number of reschedules allowed per booking
  6. Click Save

How Policies Are Enforced

Your policies are automatically included in every contract. When a client signs, they're acknowledging your cancellation and rescheduling terms. If a client requests a change:

  • Within the allowed window: They can reschedule directly through their client portal. No fee is applied.
  • Outside the window: The portal shows a message explaining the policy. They're directed to contact you directly to discuss options.
  • Cancellation with fee: If you process a cancellation that triggers a fee, creavio can automatically generate an invoice for the cancellation amount.

Per-Session-Type Policies

Wedding policies should be different from mini session policies. Under each session type, you can override the global policy. For example:

  • Weddings: 90-day cancellation window, 50% fee, no rescheduling within 30 days
  • Portraits: 48-hour cancellation, no fee for first reschedule
  • Mini sessions: 24-hour cancellation, non-refundable

Communicating Policies to Clients

Your policies appear in three places automatically:

  1. In the booking confirmation email
  2. In the signed contract
  3. In the client portal when they attempt to reschedule

Weather-Related Rescheduling

Outdoor sessions are weather-dependent. You can create a separate "weather reschedule" option that bypasses your standard policy. This shows clients you're reasonable while still protecting against casual cancellations.

Go to Policies > Weather Exception to configure weather-based rescheduling rules, including how far in advance weather reschedules can be requested.