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How to Set Up and Customize your Refund Policies in Jurny

A refund policy defines the terms and conditions under which a guest can receive a refund after booking a stay. It’s a vital part of the reservation process, ensuring clarity and setting expectations for the guests in case of cancellations.


Quick Navigation

To easily navigate through this guide, click on any of the sections below to jump directly to the information you need:


 • How Does a Refund Policy Work?
 • How to Set Up Your Refund Policy in Jurny
 • Refund Policy Examples
 • Can I Create a Refund Policy with Multiple Time Frames?
 • Creating Custom Refund Policies in Jurny
 • Final Steps: Applying Your Refund Policy


How Does a Refund Policy Work?


1. Cancellation Window:

Refund policies often hinge on when a guest cancels their booking. Most platforms like Airbnb, VRBO and Booking.com provide predefined options, such as:


 • Flexible: Full refund if canceled a few days before check-in.
 • Moderate: Partial refund if canceled within a specific timeframe.
 • Strict: Limited or no refund if canceled shortly after booking.

2. Refund Conditions:

Whether or not a guest qualifies for a refund may depend on factors such as:


 • Timing of the cancellation: The closer the cancellation is to the check-in date, the less likely a full refund is granted.
 • Reason for cancellation: Emergencies, natural disasters, or extenuating circumstances may result in exceptions to the standard policy.
 • Guest compliance: Violations of house rules or terms of the booking may void eligibility for a refund.

3. Platform Policies vs. Owner Policies:


 • On platforms like Airbnb and VRBO, hosts are typically bound by the platform’s refund options, though they can choose the level of flexibility.
 • For bookings outside of major platforms such as HomeToGo, TravelStaytion or Direct Bookings hosts have the freedom to set their own custom refund policies. 


How to Set Up Your Refund Policy in Jurny


Setting up your refund policy in Jurny is simple. Follow these steps:


 1. Navigate to the Setup Section
On the left-hand panel, click on the Refund Policy section. You’ll see that a default refund policy has already been created for you. This policy is a system-generated example, which you can either delete or update to fit your needs.

 

2. Update the Name and Verbiage
When creating or editing your refund policy, be sure to update the name to reflect the correct language. This is important, as this name will appear to guests on OTAs (Online Travel Agencies) outside of major platforms like Airbnb and VRBO.


 3. Refund Policy Examples
Below are a couple of examples of refund policies you can set up in Jurny, similar to VRBO’s policies:
 • Flexible Refund Policy (e.g., 48 hours or less): Guests can cancel up to 48 hours before check-in for a full refund.

 • Moderate Refund Policy (e.g., 7 days or less): Guests can cancel up to 7 days before check-in for a partial refund.


• Strict Refund Policy: Guests can cancel 14 days or more before the check-in date for a 100% refund. If the guest cancels 2 to 13 days before the check-in date they get a partial refund. If the guest cancels within 48 hours of the check-in date, no refund.



This type of refund policy provides clear, tiered cancellation terms, giving guests flexibility while still protecting the host’s revenue. 

Note that these policies will only apply to OTAs outside of major platforms like Airbnb and VRBO, which already provide their own cancellation policies.



⚠️ Why Can’t I Create a Refund Policy with Multiple Timeframes Like Airbnb?

Airbnb is the only platform that allows hosts to create cancellation policies with multiple timeframes and options. To comply with other platforms’ requirements, Jurny only allows you to create refund policies with up to two timeframes.


Creating Custom Refund Policies in Jurny


In Jurny, you have the flexibility to create as many refund policies as needed to suit different circumstances. Here are some examples of how you can structure your policies:

 • Seasonal Refund Policies: Set distinct policies for high and low seasons, allowing you to adjust the cancellation terms based on demand and guest expectations.
 • Event-Based Refund Policies: Create specific refund policies for major events in your area, providing tailored terms during peak times or special occasions.

 • Property-Specific Refund Policies: Set tailored refund policies for individual listings, allowing you to adjust terms based on the unique characteristics of each property.


Final Steps: Applying Your Refund Policy

Once you’ve created your refund policy, you can apply it to your listings by following one of these two options:


 1. Applying a Global Refund Policy
If you want the same refund policy to apply across all your listings, follow these steps:


 • Go to the Booking Policies tab.
 • Select your desired refund policy.
 • This policy will be applied to every listing in your account.


 2. Per Listing Policy
If you have multiple listings, you can still select a default global policy but also have the option to customize the refund policy per listing. Here’s how:


 • Go to the Guest Book and Policies tab within the individual listing.
 • Select the unique policy for that specific listing.

This allows you to tailor the refund terms for each property, giving you more control over your policies.




That’s it! You now know how to create and apply custom refund policies in Jurny, whether seasonal, event-based, or property-specific. These flexible options give you control to manage cancellations while protecting your revenue and meeting guest expectations.



If you need help or have any questions, don’t hesitate to reach out. Contact your Customer Success Manager or our support team at support.jurny.com – we’re happy to assist.