Policies

Clear rules before customers book

Your cancellation policy is shown before customers book, so there are no arguments later. Customers request reschedules and you approve them, with clear deadlines and request limits.

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Plan: Free
In the dashboard: Profil Bisnis › Ubah jadwal & batal (Business profile › Reschedule & cancellation) · service editor
Group: Sales & Orders

Haircut & washAyu Beauty · 45 minutesRp75.000

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AnyoneDewiRina

Sat, Oct 24

09.0010.0011.0013.0014.0015.00

Sat, Oct 24, 10:00 · DewiPay on site · reschedule up to 2 hours before

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What it is

Policies & rescheduling

Reschedule & cancellation policies are written rules customers see before booking a scheduled service: when they can reschedule, how many times, and what percentage is refunded if they cancel.

Who it's for

Service businesses that often deal with last-minute cancellations
Guesthouses and rentals with a limited number of rooms or units
Clinics and salons with busy staff schedules
Owners who want the same rules for every staff member

What you get

Policies & rescheduling in Conex Bisnis

Policy presets

Flexible, Moderate, Strict, or Non-refundable.

Shown before booking

Customers see the policy before they tap to order.

Reschedules by request

Customers request, you accept or decline.

Default limits

Without a custom policy: no later than 2 hours before, up to 30 days ahead, and up to 3 requests.

Cancellation without a policy

Without a custom policy, orders can only be canceled while awaiting confirmation.

For reservations too

Policies can be applied to bookings, room reservations, and unit rentals. Reservations without a policy can't be rescheduled.

Good to know

RefundsAutomatic refunds apply to online payments, coming soon. For pay-on-site orders, refunds are agreed directly.

How it works

Step by step in the dashboard

Menu names match business.conex.chat (in Indonesian).

1
Choose a template
In Profil Bisnis › Ubah jadwal & batal (Business profile › Reschedule & cancellation), choose Fleksibel (Flexible), Sedang (Moderate), Ketat (Strict), or Tidak bisa refund (Non-refundable).
2
Fine-tune the details
Adjust the reschedule deadline and limit, the furthest new date allowed, whether approval is required, refund tiers, the cancellation admin fee, the deposit, and no-show rules.
3
Check the preview
Review the "Yang dilihat pelanggan" (What customers see) section before saving.
4
Set per service if needed
Specific services can use a custom policy from the service editor in Produk & Jasa (Products & Services).
5
Handle requests
Reschedule requests appear in Pesanan & Booking (Orders & Bookings). Accept or decline them, and mark no-show customers from the order details.

Key settings

Customer rescheduling: On or off, a deadline of 0–720 hours before the appointment, 1–10 times at most, and a new date no more than 1–365 days from now.
Business approval required: When turned off, the new time takes effect immediately as long as the slot and opening hours allow.
Refund tiers: The refund percentage depends on how far ahead of the appointment the cancellation is made. It must stay the same or decrease as the appointment gets closer.
Admin fee & deposit: A cancellation admin fee, and whether the deposit is refunded too.
No-shows & T&Cs: Refund percentage when a customer doesn't show up, plus written terms and conditions.

Limits & rules

Applies per order: The policy is copied to the order when it's placed, so changing the policy doesn't affect existing orders.
No policy: Platform defaults apply: reschedule no later than 2 hours before, up to 30 days ahead, and up to 3 requests. Room reservations or rentals without a policy can't be rescheduled.
Reschedule allowance: Declined, canceled, or expired requests don't count toward the allowance.
Refunds: Automatic refunds via Conex apply to online payments, coming soon. For pay-on-site orders, refunds are agreed directly.
Permissions: Changing the policy requires permission to edit the business profile; other staff can only view it.

Use cases

Used across many businesses

Guesthouses

A Strict policy for the holiday season: early cancellations get a full refund, and the closer to check-in, the smaller the refund.

Hotel & guesthouse solutions

Clinics

Patients can reschedule once without waiting for approval as long as slots are free, so admins don't have to reply to each request.

Clinic & healthcare solutions

Courses & education

Private classes use the Moderate policy, so every reschedule request must be approved first.

Education & course solutions

Integration with other features

Works together with other features

Bookings & reservationsApplies to service bookings, appointments, room reservations, and unit rentals.All the way to checkoutThe policy appears on the order page before customers tap the order button.Reviews & complaintsCancellation disputes are resolved through the order complaint flow.

Problems it solves

This feature helps when…

Double-booked appointments

Two customers book the same slot or the same staff member at the same time.

See how to fix it

Complaints go unhandled

Complaints get mixed in with regular chats and are handled too late.

See how to fix it

FAQ

Questions about policies & rescheduling

What's the difference between Flexible, Moderate, and Strict?

They differ in the reschedule deadline, the number of reschedules allowed, whether approval is required, and how much is refunded on cancellation. Flexible is the most lenient, Strict the tightest, and you can fine-tune the details.

Can customers reschedule whenever they like?

No. Deadlines, the number of reschedules, and the date range follow your policy, and you can require approval.

Do I have to set a policy?

No. Without a custom policy, the platform's default rules apply.

Can each service have its own policy?

Yes. A custom policy per service is set in the service editor and replaces the business's default policy for that service.

If I change my policy, do existing orders change too?

No. Each order keeps a copy of the policy that applied when it was placed.

What if a customer doesn't show up?

Mark the order as a no-show from the order details. The refund amount follows your "Refund saat tidak datang" (No-show refund) setting.

Who can change the policy?

Team members with permission to edit the business profile. Other staff can only view it.

Related features & solutions

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