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.