How to Configure a Cancellation Policy

Why Your Cancellation Policy Matters

It tells guests exactly what to expect if their plans change before they book.
It determines the refund schedule applied to every reservation
A clear, consistent policy builds guest trust and reduces disputes

Two Ways Your Policy Can Be Set

Per Listing: Set a policy for each listing individually. This overrides any portfolio-wide setting.
Per Portfolio: Set a single policy that applies to every listing in your organization unless it's overridden at the listing level.

Note: This applies to both listing on Wander and WanderOS operators.

Cancellation policies options

Choose from nine standard cancellation policies, listed below from most flexible to most strict:

Policy	100% refund	50% refund	No refund
Flexible	At least 1 day before check-in	Not applicable	Less than 1 day before check-in
Flexible 48	At least 48 hours before check-in	Not applicable	Less than 48 hours before check-in
Moderate	At least 5 days before check-in	Less than 5 days before check-in	Not applicable
Moderate 5 Strict	At least 5 days before check-in	Not applicable	Less than 5 days before check-in
Limited	At least 14 days before check-in	7–13 days before check-in	Less than 7 days before check-in
Limited 7	At least 7 days before check-in	Less than 7 days before check-in	Not applicable
Standard	At least 14 days before check-in	Not applicable	Less than 14 days before check-in
Standard 7	At least 7 days before check-in	Not applicable	Less than 7 days before check-in
Standard 30	At least 30 days before check-in	Not applicable	Less than 30 days before check-in
Standard 60	At least 60 days before check-in	Not applicable	Less than 60 days before check-in
Firm	At least 30 days before check-in	7–29 days before check-in	Less than 7 days before check-in
Firm 14	At least 30 days before check-in	14–29 days before check-in	Less than 14 days before check-in
Firm 60	At least 60 days before check-in	30–59 days before check-in	Less than 30 days before check-in
Strict	Not available after the 24-hour window	At least 7 days before check-in	Less than 7 days before check-in
Super Strict 30	Not available after the 24-hour window	At least 30 days before check-in	Less than 30 days before check-in
Super Strict 60	Not available after the 24-hour window	At least 60 days before check-in	Less than 60 days before check-in
Non-Refundable	Within 24 hours after payment only	Not applicable	After the 24-hour window

Important: Guests can always cancel within 24 hours of booking for a full refund, even under the stricter policies, including the Non-refundable policy.

Set a portfolio-wide cancellation policy

Setting a policy at the portfolio level applies it to every listing.

Click your organization name in the top-left corner of your Operator Portal
Select "View Settings"
On the left side, find "Cancellation Policy"
Choose the policy you want to apply and save your changes

Set a per-listing cancellation policy

Setting a policy on an individual listing overrides your portfolio-level policy for that listing only.

Navigate to your “Listings”
Click the listing you'd like to configure a cancellation policy for
On the left side, find "Cancellation Policy"
Choose the policy you want to apply and save your changes

What happens if I do not select a policy?

If you do not select a cancellation policy, guests will see "Contact us for cancellation policy details prior to booking," along with your account email address.

FAQs

How long does it take for my direct site to update?

Allow up to 24 hours for the change to reflect across Wander

Will the policy be applied retroactively?

No. Policy changes apply going forward and do not alter the terms of existing current confirmed bookings

Can I use different cancellation policies for Wander Listed and WanderOS?

No. The cancellation selected will apply to both.