Policies are statements you attach to a listing to tell families what to expect -- your cancellation terms, your health and safety rules, your sibling discount, and anything else that affects a family's decision to register. They're displayed publicly on the listing page so parents can read them before they buy.
You manage policies from Policies in the provider dashboard sidebar, and you attach them to a specific listing as part of setting up that listing under Listings → (your listing) → Program Policies.
Every listing must have at least one Cancellation Policy. This isn't optional. Families need to know your refund and cancellation terms before they register, and you need them on the record so there's no confusion later.
| Type | What it does | Required? |
|---|---|---|
| Cancellation Policy | Tells families your refund and cancellation terms (timelines, conditions, what they'll get if they cancel). | Yes -- every listing needs at least one. |
| General Policy | Anything else families need to know before registering: dress code, drop-off and pick-up, illness rules, photo permissions, etc. | No -- add as many as you need. |
| Sibling Discount | An automatic percentage discount that applies when 2 or more participants are added to the same session in a single cart. | No -- one per listing maximum. |
All three types are reusable: create the policy once in your library, then attach it to as many listings as you want.
The platform displays your policies on the listing page so families see them before purchase. It does not automatically refund, block refunds, or otherwise enforce what your policies say. You decide what to do when a family requests a cancellation -- the policy is what you reference when making that decision and what protects you from confusion.
When a family submits a cancellation request, you process the refund yourself from the participant's roster entry. See Processing Refunds & Cancellations for the mechanics.
Policies live in your policy library at Policies in the sidebar. Active policies appear under Active Policies; archived ones live under Archives.
To create one:
The policy is now in your library and available to attach to any listing.
State your refund timeline clearly. Cover the obvious questions a parent would ask:
A clean example:
Full refund if cancelled 14 or more days before start date. 50% refund if cancelled 7 to 13 days before. No refund within 7 days of start date.
If your terms vary by program type (camps vs. weekly classes vs. drop-ins), create a separate cancellation policy for each timeline.
Use these for anything else that affects a family's decision or experience. Common examples:
One policy per topic is easier to maintain than one giant catch-all policy. Families are also more likely to actually read short, scannable policies.
The description is what families see on the listing -- write it from their perspective. The default text is reasonable as a starting point:
A one-time discount is available for multiple participants enrolled in the same session. To be eligible, you must register all participants at the same time. Choose your session above, select 2 or more from the Quantity dropdown, and add to cart.
Customize it if your wording is different (for example, you might call it a "family discount" rather than a "sibling discount").
The sibling discount triggers automatically when a customer adds 2 or more participants to the same session in a single cart. The customer does not enter a code. The discount applies to each qualifying item individually -- so a 10% sibling discount with 3 siblings means each registration is 10% off (a total of 30% off the order).
It also stacks with coupon codes. When both apply, the coupon runs first, then the sibling discount multiplies against the post-coupon price.
Here's a worked example for a $200 session with a 10% sibling discount, 3 siblings, and a $20 fixed coupon code applied to the same provider:
| Step | Per item | All 3 items |
|---|---|---|
| Session price | $200.00 | $600.00 |
| Coupon code ($20 split proportionally) | -$6.67 | -$20.00 |
| Subtotal after coupon | $193.33 | $580.00 |
| Sibling discount (10% on post-coupon) | -$19.33 | -$58.00 |
| Customer pays | $174.00 | $522.00 |
The discount amount is locked at the moment the customer's order is created. If you later edit or remove the sibling discount, paid orders keep the discount they had at checkout time.
Adding policies is part of setting up a listing. As you build a new listing, you'll attach policies before publishing; for existing listings, you can update the attached policies at any time:
To remove a policy from a listing, click the red X next to it and save. The policy stays in your library -- it's just no longer attached to this listing.
A listing can have many policies attached. Typically you'd have one Cancellation Policy, one Sibling Discount (if you offer one), and as many General Policies as your program needs.
Attached policies show up on the public listing page under a Policies heading, below the description and any safety information. Each policy displays its name in bold followed by its description text.
Families see your policies before they add anything to cart, which is the point. The clearer your policies, the fewer downstream cancellation disputes.
Can I have more than one Cancellation Policy on the same listing?
You can technically attach multiple, but a listing only needs one. If your terms vary by program type, the cleaner approach is one cancellation policy per listing that matches that program's actual terms.
Can I have more than one Sibling Discount on the same listing?
No. One sibling discount per listing maximum. To change the percentage, edit the attached policy or detach it and attach a different one.
Will my Cancellation Policy automatically refund customers?
No. The Cancellation Policy is a statement of your terms. When a family requests a cancellation, you decide whether and how much to refund based on the policy. You issue the refund yourself from the participant's roster entry. See Processing Refunds & Cancellations.
Does the sibling discount work for two children in two different sessions of mine?
No. The discount requires 2 or more participants in the same session (or the same drop-in date on the same session). Two kids in two different sessions don't qualify, even with the same provider.
Can a customer use a coupon code and get the sibling discount on the same order?
Yes. They stack. The coupon applies first, then the sibling discount applies to the post-coupon price. See How the sibling discount math works for the calculation.
If I edit a policy after orders have already come in, what happens?
For Cancellation and General policies, the new text displays on the listing immediately. Existing customers who already registered saw the previous version at the time of purchase, so it's good practice to keep records of significant policy changes -- or to create a new policy rather than editing one already in use.
For Sibling Discount, the new percentage applies to new orders only. Paid orders keep the discount amount that was in effect at checkout.
Can I attach the same policy to multiple listings?
Yes. That's the point of the library. Create one "Standard Cancellation Policy," one "Illness & Covid Policy," and attach them to every listing they apply to.