Companies and other organizations have "policies". A "policy" is like a rule. The difference is that the word "rule" sounds a little more strict and unbreakable.

You can talk about an organization's different policies using the phrase "policy on __":

What's our policy on customer complaints?

You can also talk about a "___ policy":

They have a strict cancellation policy.

Policies can apply to the members of an organization, as well as to other people, like customers.