Cancellation Policy

📆 Revision Date: 29 Oct 2025

Cancellation Policy

A Cancellation Policy for an event in EventKey defines the terms and financial obligations that apply if a client cancels a confirmed event. This policy helps protect the venue from lost revenue due to late cancellations and provides clear expectations for the client.

In EventKey, the cancellation policy is linked to the event record, and may automatically trigger cancellation charges or update event status if the policy terms are met. It ensures consistency in how cancellations are handled operationally and financially.

🛑 Prerequisites

Before creating a Space, the following items must be set up to ensure proper configuration and functionality:

1. Charge Type

Why it’s needed:
The Charge Type determines where the revenue from the event cancellation is recorded for reporting purposes.

Action required:
Create the required Charge Type before setting up the Cancellation Policy.

Navigate to Home > Event Administration > Policies > Cancellation Policies	Policies > Cancellation Policies
Accessing and Creating Cancellation Policies The Cancellation Policies screen displays a list of all existing cancellation policies available for use with an event. To create a new policy: Navigate to the Cancellation Policies screen. Click the blue Add New button in the top-right corner to begin creating a new cancellation policy.	Cancellation Policies: Create New Policy
Step 1: Enter Basic Information for the Cancellation Policy When the Add Cancellation Policy screen appears, you’ll begin by completing the Basic Data section: Name – Enter a clear, descriptive name for the cancellation policy. Code – Provide a unique code or identifier for the policy. Charge Type – Select the charge type that will be used when cancellation fees are applied. Description – Enter a brief summary outlining the purpose or conditions of the policy. Once all required fields are completed, click the blue Next button to proceed to the next step.	Create New Policy: Basic Data
Step 2: Define Cancellation Periods In Step 2: Periods, you will define the timeframe during which the cancellation penalty will apply. Click the blue “+” button to add a new cancellation period. A Cancellation Period setup screen will appear. Complete the following fields: ➤ Calculation Type Select the area the cancellation penalty should apply to. You may select one or multiple options: Deposit Group Package Space ➤ Start Calculation Type Choose the date reference point for the start of the penalty window: Arrival Date Contract Due Date Then, enter the Offset Start — the number of days from the selected calculation type. 🔔 Important: For example, if your event is on December 31, 2025, and you want the cancellation penalty to apply 60 days before event start, you should enter the value as -60. ➤ End Calculation Type Choose the date reference point for the end of the penalty window: Arrival Date Contract Due Date Then, enter the Offset End — the number of days from the selected calculation type. 🔔 Important: For example, if your event is on December 31, 2025, and you want the cancellation penalty to apply 0 days before event start, you should enter the value as 0. Example: To build a 60-day cancellation policy, select: Start Calculation Type: Arrival Date Offset Start: -60 End Calculation Type: Arrival Date Offset End: 0 This configuration means the penalty will apply to cancellations made between 0 and 60 days prior to the event start date. ➤ Penalty Type Select how the penalty should be calculated: Amount – a flat fee Percentage – a percentage of the applicable charges Enter the appropriate value based on your selection. Once all fields are complete, click the blue Save button to apply the cancellation period.	Create New Policy: Add New Period Create New Policy: Cancellation Period Example of Event Cancellation Policy on BEO
Adding Additional Cancellation Periods or Saving the Policy After saving your cancellation period, you will return to the Step 2: Periods screen. To add another cancellation period, click the blue “+” button and repeat the steps outlined above. If you have finished defining all applicable cancellation periods, click the blue Save button to complete the creation of the cancellation policy.	Create New Policy: Save button
Confirmation After saving, you will be returned to the Cancellation Policies listing screen. Your newly created policy will now appear in the list and is available for selection when configuring events.	Create New Policy: Policy Created
🔄 Inactivating a Cancellation Policy To deactivate a cancellation policy: From the Cancellation Policies listing screen, locate and select the policy you wish to inactivate. In the policy header, click the Active toggle to switch it off. Once inactivated, the policy will no longer appear in the Cancellation Policies listing and will not be available for selection on new events.	Select Policy to Inactivate Active Toggle Policy Removed from Active List
🔁 Reactivating an Inactive Cancellation Policy To reactivate a cancellation policy: Navigate to the Cancellation Policies listing screen. Use the filter option to display All or Inactive policies. Active policies are marked with a green sidebar. Inactive policies are marked with a grey sidebar. Locate the inactive policy you wish to reactivate and click to open it. In the policy header, toggle the Inactive switch to ON. The policy is now reactivated and will appear in the main Cancellation Policies listing screen, making it available for use again.	Cancellation Policies Listing Screen: Filter Select Inactive Cancellation Policy Inactive Toggle Policy Returned on Active List

⏭️ What’s Next
After creating a new Cancellation Policy, you may need to apply it to existing event records. To update an event, navigate to the event record and click the Edit (pencil) icon located under the Guarantee Information section. In the Cancellation Policy dropdown menu, select the newly created policy, then click Save to confirm your changes. The event record will now display and use the updated cancellation policy.

🖥️ Where “Cancellation Policies” Appears in the User Interface (UI)

There are several locations within EventKey cancellation policies will appear both in the UI & Reports. Below are a few more common examples:

Cancellation Policy_Event Record.png — Cancellation Policy: Event Record (Reservation)

Cancellation Policy_Event Creation Flow.png — Cancellation Policy: Event Creation_Guarantee Information

Cancellation Policy_BEO.png — Cancellation Policy: BEO

Cancellation Policy