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How to set up cancellation policies in rate cards

Cancellation policies define how much a client is charged when a booked shift is cancelled within a certain number of hours before the start time. These rules help enforce accountability and ensure agency revenue is protected.

In Agency Accelerator, cancellation policies are configured in the third step of the rate card process — whether you're setting up a new rate or updating an existing one.

Where to access cancellation policies

You don’t need to create a new client to set up or update cancellation rules. Here’s how to access them:

  1. Go to the Clients module
  2. Select the client you want to configure
  3. Navigate to the Rates section
  4. View the list of rates by branch and site
    Click Update next to the applicable rate card

You will enter a 3-step flow:

  • Step 1: Rates Overview
    Step 2: Add Rates
  • Step 3: Cancellation Policy

How to set up or update a cancellation policy

  1. In Step 3: Cancellation Policy, go to the Before Job Start field and select a time window (e.g., 4 hours, 12 hours, 24 hours).
  2. In Cancellation Fee Percentage, enter the percentage of the rate the client should be charged if they cancel within the selected window.
  3. Click Add Policy to apply it.
    Your rule will appear in the Policy Breakdown below, showing:
    • Effective date
    • Cancellation hours
    • Fee percentage
    • View option for details
  4. Click Save to confirm changes to the rate card.

If no rates are configured yet for the client location, you can also press Add Rate and follow the same 3-step process to create a new rate card including cancellation rules.

✅ Good to know:

  • You can create multiple cancellation rules for different time windows.
  • You can return to this screen anytime to update or remove an existing rule.
  • These settings are branch- and site-specific, giving you full control over how each client location is managed.