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Uploading Your Policy Documents

How to Upload and Have Your Customers Accept Your Policy Documents When They Place an Order

Updated over a week ago

Your policy documents are an important part of the customer experience and help you avoid disagreements when things don't go as planned. You can add the following policies to your TWICE store: Terms of Service, specific Category Terms, Privacy Policy, and Cancellation Policy. Once added, these policies will be visible at checkout across all sales channels and attached to booking confirmation emails.

Add Your Policy Documents

Add Your Terms of Service and Privacy Policy

  1. Navigate to Terms & Policies:

    • In your TWICE Admin, go to Account > Terms & Policies.

  2. Upload Documents:

    • Upload your Privacy Policy and Terms of Service documents in PDF format.

  3. Save Changes:

    • Click Save to confirm the uploads.

To upload category-specific terms, navigate to your Catalog > Categories.

Note: It is your responsibility to ensure that the policy documents comply with your local legislation and are legally binding. TWICE does not provide any templates.

Define Your Cancellation Policy

  1. Navigate to Terms & Policies:

    • In your TWICE Admin, go to Account > Terms & Policies.

  2. Add Cancellation Terms:

    • Scroll down to the Cancellation Policy section and click +Add term.

  3. Set Cancellation Terms:

    • Define the time frame (hours, days, or weeks) before the order starts within which customers can cancel.

    • Add a refund rate in percent.

  4. Save Changes:

    • Click Done to save your cancellation policy.


  • Full refund if cancellation occurs at least 72 hours (3 days) before the booking starts.

  • 50% refund if cancellation occurs 24-72 hours before the booking starts.

  • No refund if cancellation occurs less than 24 hours before the booking starts.

By following these steps, you can ensure that your policy documents are properly uploaded and visible to customers, helping to set clear expectations and avoid potential disputes.

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