Your Terms of Service and Cancellation Policy tell clients how you work and what happens if plans change. Clients accept them when they book online, and your policy is shown on their project page afterwards. You need both before you can use all the online booking settings.
Where to find it: Click Settings in the left menu, open the Bookings tab and scroll to Terms of Service & Cancellation Policy. On a phone, tap the menu icon at the top left first to open the menu.
In this article
- Where your terms appear
- Write and save them
- What to include in your Terms of Service
- What to include in your Cancellation Policy
- Example wording
- Tips
- Troubleshooting
- Related articles
Where your terms appear
- On your booking page, clients must tick "I accept [your business] terms and conditions and cancellation policy" before they can book.
- Your Cancellation Policy is shown on your client's project page, under their appointments.
- Together with a verified profile and Stripe, they unlock the Calendar Off-Set, Booking Buffer and Driving Time settings.
Write and save them
- In TOS, write your Terms of Service.
- In Cancellation Policy, write your policy.
- Each needs at least 300 characters, and can be up to 2,500. The counter shows how many you have used.
- Click Save.
Important: this article gives general guidance and examples, not legal advice. Laws differ between states and countries, so check your terms with a professional if you are unsure.
What to include in your Terms of Service
- What's included: the services booked, number of images, editing and delivery time.
- Payment: deposits, when the balance is due, and late payments.
- Image use: who owns the copyright, how the client may use the photos (for example, to market a listing or for personal use) and whether you may use them in your portfolio.
- Access and preparation: the client makes sure the property or location is ready and accessible.
- Weather and safety: what happens if conditions make shooting unsafe or impossible.
- Delivery and storage: how long photos stay available to download.
What to include in your Cancellation Policy
- Notice: how much notice clients must give to cancel or reschedule without a fee, for example 24 or 48 hours.
- Deposits: whether deposits are refundable, and when.
- Late cancellations and no-shows: any fee, and whether the deposit is kept.
- Rescheduling: how many times a client can move a booking.
- Your cancellations: what you do if you have to cancel, for example a full refund or a new date.
- How to cancel: for example, "message me through RebookMedia or reply to your booking email".
Example wording
Adapt these to your business; don't copy them without checking they fit.
Example Cancellation Policy
You can reschedule or cancel free of charge up to 48 hours before your appointment by messaging me through RebookMedia. Cancellations made less than 48 hours before the appointment, and no-shows, forfeit the deposit. If the property is not ready or accessible when I arrive, a rescheduling fee of $50 applies. If I need to cancel for any reason, including unsafe weather, you will receive a full refund or a new date of your choice. Refunds are returned to your original payment method within 5 to 10 business days.
Example Terms of Service (real estate)
Your booking includes the photography services listed in your order, professionally edited and delivered online within 24 hours of the shoot. The balance is due on delivery; photos may be watermarked until payment is received. You receive a license to use the photos to market the listed property, including on MLS, websites and social media. Copyright remains with [your business], and I may use the images in my portfolio and marketing. Please make sure the property is clean, well lit and accessible at the scheduled time. Photos are available to download for 30 days after delivery.
Tips
- Keep it short and clear. Clients are more likely to read, and respect, a policy they understand.
- Be consistent: apply your policy the same way to every client.
- Mention your policy when you confirm a booking, so it's never a surprise.
- Update your terms when your services or prices change.
Troubleshooting
"Terms of Service must be at least 300 characters."
Add more detail until the counter shows at least 300 characters. The same applies to your Cancellation Policy.
My booking settings are still greyed out
They also need a verified profile and Stripe connected. See Set up online booking.
Still stuck? Book a free 30-minute call with our support team and we will walk through it with you.