When a customer pays a deposit, they should know whether they'll get it back if they cancel. Your deposit refund and cancellation policy is a short piece of text you write once. SalesThumb shows it next to the button every time a customer pays a deposit and keeps a copy with each deposit, so you have proof of what they saw if they dispute the charge later.
Where to set it
- Go to Settings → Online Booking.
- Find the Deposit refund & cancellation policy card, just below Require a deposit.
- Type your policy in the box (up to 2,000 characters).
- Click Save policy.
The card saves on its own with Save policy. The page's Save changes button doesn't save it.
The card is always there, even if you don't take deposits on online bookings, because the same policy is used for quote deposits too.
Starting from example wording
If the box is empty, you'll see Insert starter wording. It fills in an example: the deposit holds the appointment and goes toward the final bill, a full refund for cancelling or rescheduling at least 48 hours ahead, no refund inside 48 hours or for a missed appointment, and a full refund if the shop cancels.
Nothing is applied until you save. Whether your deposits are refundable is your call, so edit the example to match how your shop actually handles refunds before you save it.
Where customers see it
The policy shows under the heading Deposit refund & cancellation policy in these places:
- Online booking — when a deposit is required, before the customer confirms the booking, and again on the screen where they pay.
- Quotes — right above the pay-deposit button on a quote you've sent, until the deposit is paid.
If you haven't written a policy, nothing shows.
Saved with every deposit
When a customer pays a deposit online, the policy in place at that moment is saved with that payment. If you change your policy later, past deposits keep the wording the customer actually saw.
That saved copy goes into the Chargeback pack (PDF) you can download from a paid invoice, under "Deposit Policy Shown at Payment." Chargeback packs are part of the Pro plan.
The missing-policy warning
If Require a deposit is on and you haven't saved a policy, the card shows a warning. Customers can't see whether their deposit is refundable, which makes chargebacks harder to win.
Changing or removing it
Edit the text and click Save policy to update it. To remove it, clear the box and click Save policy. You'll see "Deposit policy removed."
Writing a policy doesn't issue refunds for you. When a customer cancels, you still decide on and give any refund yourself.
Who can change it
Owners and admins. Other team members can see the policy but can't edit it.
Related
- Customizing your public booking page
- Collecting deposits
- Responding to a chargeback from the Chargebacks report
Frequently asked questions
Q: Do I need a policy if I don't take deposits on online bookings?
A: It's still worth writing one if you ask for deposits on quotes. The same policy shows above the pay-deposit button on a quote.
Q: If I change my policy, does it change what past customers agreed to?
A: No. Each deposit keeps a copy of the policy that was in place when it was paid. Only new deposits get the new wording.
Q: Is the starter wording applied automatically?
A: No. It only fills the box when you click Insert starter wording, and nothing changes until you click Save policy. Edit it to match your shop before saving.
Q: Does SalesThumb refund deposits based on my policy?
A: No. The policy is the wording customers see. You still decide on and give any refund yourself.
Q: How do I use the policy in a chargeback dispute?
A: Download the Chargeback pack (PDF) from the paid invoice. It includes the policy saved with each deposit under "Deposit Policy Shown at Payment." Chargeback packs are part of the Pro plan.