Extras let you add additional charges or services to bookings. In this article, you will learn how to use extras for two common cases:
Cancellation Fee - charge a fee after a customer cancels their booking
Cancellation Protection - offer an optional extra that customers can buy during booking to avoid cancellation fees later.
Both options can help you manage cancellations more effectively while offering customers flexible choices. Below, you’ll find step-by-step instructions for each setup and a breakdown of how they work in practice.
📘 EXAMPLE
Consider the following cancellation rules:
14 days or more before the tour date = FREE cancellation
14 to 2 days before the tour date = a cancellation fee applies
Less than 2 days before the tour date = cancellation not allowed
or you can offer a 'Cancellation Protection', allowing customers to cancel for free up to 2 days before the tour date.
❌ Cancellation Fee
❌ Cancellation Fee
You can use extras to collect a fee AFTER a booking is cancelled.
Navigate to the product where the cancellation fee applies.
Products
Go to the Extras tab.
Extras
Press the + NEW EXTRA button.
New Extra
Enter 'Cancellation Fee' as the extra name.
Select 'Booking' to apply the fee to the entire booking.
Available On Booking
Check the 'Checkin Cancellation Allowed' box.
Checkin Cancellation Allowed
Uncheck all sources.
Not Available for Sale on Any Source
Press the Create Extra button.
Create Extra
In the Retail tab, locate the lines for the 'Cancellation Fee' and enter the fee amount—this is the amount the customer will be charged when cancelling their booking.
Cancellation Fee Price
Press the pen and paper icon to edit the product.
Edit Product
Scroll to the bottom of the product detail.
Check the 'Checkin Cancellation Allowed' box.
Select the Cancelation Fee extra in the 'Checkin Cancellation Extra' field.
Then, set the 'Checkin Cancellation Extra Notice' to 2 weeks.
Checkin Cancellation Allowed
Finally, press the Update Product button to save your settings.
Update Product
Cancellation Fee Flow
The customer completes their booking without any extra fees.
Web Checkout Booking
If the customer cancels their booking via the Manage My Booking portal between 14 and 2 days before the tour, the cancellation fee appears on the Cancel and Refund button.
Cancel and Refund + Cancellation fee amount
📒 NOTE
After cancellation, the booking level will show:
the Cancelation Fee added to the booking items
the Order Total equal to the cancellation fee
the Refunded amount showing the difference between the tour price and the cancellation fee
Booking Level
⛑️ Cancellation Protection
⛑️ Cancellation Protection
You can also offer extras that customer can purchase to protect themselves from cancellation fees.
Navigate to the product where the cancellation protection applies.
Products
Go to the Extras tab.
Extras
Press the + NEW EXTRA button.
New Extra
Enter 'Cancellation Protection' as the extra name.
Select 'Booking' to apply the fee to the entire booking.
Available On Booking
Check the 'Checkin Cancellation Allowed' box.
Checkin Cancellation Allowed
Keep only the 'Web Checkout' source checked.
Available for Sale on Web Checkout
Press the Create Extra button.
Create Extra
In the Retail tab, locate the lines for the 'Cancellation Protection' and enter the fee amount—this is the amount the customer will pay at the time of booking.
Cancellation Protection Price
Set the Cancellation Cutoff to 2 days.
You can apply this cutoff for the Web Checkout only or to all sources, depending on your operations.
Cancellation Cutoff
Cancellation Protection Flow
During booking, the customer can add the Cancellation Protection extra.
Cancellation Protection
The total booking amount will include the ticket price plus the cancellation protection fee.
The customer can cancel their booking via the Manage My Booking portal up to 2 days before the tour date by using the Cancel and Refund button.
Cancel and Refund
📒 NOTE
The cancellation protection fee does not appear on the Cancel and Refund button because it is paid during the booking. After cancellation, the booking level will show:
the full ticket price as refunded
the Order Total equal to the Cancellation Protection fee, which is non-refundable
Booking Level