Partner cancellation policies: How to choose them?

Why Cancellation Policies are Crucial

As outdoor and adventure professionals, you know how a last-minute cancellation can affect your planning and your income. At Manawa, as outdoor specialists, we understand these issues. That's why we offer you the opportunity to choose a cancellation policy tailored to each of the activities you offer. A well-defined cancellation policy allows you to manage unforeseen events effectively, while reassuring your customers, which can increase your conversion rates.

Overview of Manawa Cancellation Policies

On Manawa, each activity presented must be associated with one of the following five cancellation policies, which you can select according to the specific features of your offer:

• Super Flexible: Can be cancelled up to 24 hours before the activity, with a full refund.
• Flexible: Cancellations up to 4 days in advance will be refunded in full, or 50% between 48 and 96 hours in advance.
• Intermediate: Cancellation up to 10 days before for a full refund, or 50% partial refund between 4 and 10 days before.
• Strict: Cancellation up to 30 days before for a full refund, or 50% partial refund between 10 and 30 days before.
• Super Strict: Cancellation up to 90 days before for a full refund, or partial refund at 75% between 60 and 90 days before, and 50% between 30 and 60 days before.

These options allow you to choose the policy that best suits your business, depending on the type of customers you attract and the logistics involved.

How to choose the right cancellation policy

Adapting Cancellation Policies according to the Type of Activity

It is essential to understand that each activity has its own characteristics and requirements. It is therefore entirely possible, and often recommended, to choose different cancellation policies depending on the specific features of each activity. Here is a concrete example to illustrate this approach:

Example of a diving school

For a diving school, different activities may require different cancellation policies due to their different costs and logistics:

• Snorkelling and Exploration Diving: These activities can be offered with a Super Flexible policy. Preparation costs are generally lower and bookings can often be adjusted with little impact. With a Super Flexible policy, you can attract more customers and manage cancellations more smoothly.
• Discover Scuba Diving: First dives are often less expensive than full courses but still require some preparation. A Flexible policy may be appropriate here, offering a full refund for cancellations made well in advance, and a partial refund for last-minute cancellations.
• Open Water or Level 1 courses: These courses require more intensive preparation and advanced planning. A Moderate policy is often ideal, allowing a full refund if cancellation is made sufficiently in advance, with a partial refund for cancellations closer to the start date.
• Advanced training: Advanced training courses such as higher level certifications involve significant commitments of time and resources. A Strict policy is recommended for these activities, offering a full refund for cancellations made well in advance, and a partial refund only for cancellations made in advance.

By adjusting cancellation policies according to the nature and cost of each activity, you can not only better protect your financial interests but also offer flexibility tailored to customers' expectations and needs. It also maximises booking opportunities while minimising the risks associated with last-minute cancellations.

Customer profile

Your customer base also plays a role in the choice of cancellation policy. If your customers are mainly travellers who plan well in advance, a stricter policy may be acceptable. For activities aimed at local customers or last-minute bookings, a flexible policy could encourage more bookings.

Protection against last-minute cancellations

Manawa lets you choose the cancellation policy that best suits each of your activities, giving you protection against last-minute cancellations. If a customer does not show up on the day of the activity (no-show), you will be paid as normal according to the conditions defined by the chosen policy.

In the majority of cases, customers who book online are motivated and genuinely want to take part in the activity, which naturally limits the number of cancellations. What's more, Manawa's cancellation policies are designed to protect you from no-shows. Unlike other booking sites, which may charge a fee if the professional cancels, Manawa does not charge a fee if you have to cancel due to weather or technical problems.

Management of Cancellations and Modifications

Cancellations by the Customer

At Manawa, customers are informed of the cancellation conditions at the time of booking, which reduces the risk of misunderstandings. Clear communication on your part about these conditions is essential to maintain trust and avoid disputes.

At Manawa, we always follow the cancellation policies set by our partners to ensure their protection. However, we understand that special situations can arise. That's why, although cancellation policies are applied by default, our partners always have the final say when it comes to deciding customer refunds.

If an exceptional situation arises, whether medical, logistical, or linked to a commercial gesture, and you wish to offer a full or partial refund to the customer outside the conditions stipulated by the chosen cancellation policy, Manawa will align itself with your decision.

Cancellations by the Professional

In the event of cancellation due to external factors (such as hazardous weather conditions), you can cancel the activity at no cost to the customer, who will receive a full refund. Manawa also offers a Weather Guarantee, covering these situations at no cost to you, which reinforces your customers' confidence in the booking.

Changing Reservations

It is possible for your customers to request a change to the date of their booking. Although you are not obliged to accept these requests, it is often beneficial to offer this flexibility, if possible. It shows a commitment to customer satisfaction and can avoid unnecessary cancellations. Manawa also offers you the opportunity to offer alternative dates or slots at no extra cost in the event of a change or cancellation.

Advantages of clear cancellation policies

Well-defined and clearly communicated cancellation policies increase customer confidence and, consequently, your conversion rates. Even if your terms and conditions are strict, it's crucial to make them clear on your activity pages to avoid customers leaving your site looking for information elsewhere. The more transparent your terms and conditions, the more confident customers will feel about booking.

Recent years have shown the importance of clearly communicating cancellation policies, particularly with the increase in cancellations and refunds in various sectors. At Manawa, we have found that our partners who emphasise their flexibility deliver real added value to customers. Today, around 60% of activities on Manawa are flexible, 15% super flexible, 15% intermediate, and only 10% strict or super strict.

Conclusion

Choosing the right cancellation policy is essential to maximising your sales and minimising losses due to last-minute cancellations. At Manawa, we offer you the tools you need to manage these aspects efficiently and flexibly, while ensuring your customers are satisfied. Do not hesitate to contact your account manager for any assistance or personalised advice.

If you are already a partner, please write directly to your regional manager. If you are not yet a partner and would like to find out more about Manawa, you can also request a contact: Become a partner.