Cancellation & Refund Policy Template (UK)

The 14-day right — and the exemption most bookings businesses rely on

The Consumer Contracts Regulations 2013 give consumers a 14-day right to cancel most contracts made online, by phone, or off-premises, without giving a reason. But there's a specific, well-established exemption: accommodation, vehicle hire, transport of goods, catering, or leisure services provided on a specific date or during a specific period are exempt from this right entirely. This exists precisely because a hotel, venue, or event can't easily resell that exact date to someone else if a customer changes their mind.

This means two very different situations. If what you sell falls into that exemption (a hotel room for specific nights, an event ticket, a venue booking, a car hire for set dates), your own cancellation policy is what actually governs — there's no overriding 14-day statutory right sitting behind it. If what you sell doesn't fall into the exemption, the 14-day statutory right still applies regardless of what your policy says, and your policy needs to work alongside it, not instead of it.

Make the policy visible before the customer books

A cancellation policy is most useful when the customer sees it before they commit. Put the free-cancellation window, late-cancellation charge, refund method, and no-show rule on the booking page, order form, confirmation email, or terms page — wherever your customer makes the decision to buy or reserve.

Use plain timing language rather than vague wording. For example, say “free cancellation until 48 hours before the booking starts” instead of “reasonable notice required”, and state whether refunds go back to the original payment method, account credit, or another method you use.

The clauses, explained

What this policy covers

States which bookings, services, or products the policy applies to, and whether they're for a specific date or period.

Statutory cancellation rights

States whether the 14-day statutory right applies to this booking, or whether it's exempt as a dated leisure/accommodation/hire service.

Cancellation window

How much notice a customer needs to give for a free cancellation under your own policy, and what happens after that window closes.

Refund method

Whether refunds are the original payment method or credit, and how long they take.

No-shows

What happens if a customer doesn't show up or cancel at all.

Requirements checklist

• 14-day right applies to most distance and off-premises sales

  Consumers can cancel most online, phone, or off-premises contracts within 14 calendar days without giving a reason.

  Consumer Contracts Regulations 2013, SI 2013/3134

• Dated accommodation, hire, catering and leisure services are exempt

  Where the contract is for accommodation, vehicle hire, transport of goods, catering, or leisure services on a specific date or period, the 14-day right doesn't apply — your own policy governs instead.

  Consumer Contracts Regulations 2013, SI 2013/3134

How to use this template

1. Decide if your service is exempt. Use the selector above the policy to say whether what you sell is a dated accommodation, hire, catering or leisure service — if it is, the 14-day statutory right doesn't apply, and the policy switches to the clauses that make your own terms the ones that govern.
2. Describe what the policy covers. Type into the highlighted blank to state which bookings or services this policy applies to.
3. Set your cancellation window and refund method. Fill in how much notice is needed for a free cancellation and how refunds are issued.
4. Download and publish before the booking. Download the policy as a Word or PDF file, and display it before the customer books or pays.

Frequently asked questions

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