Cancellation
Cancellation rules determine when and how bookings can be cancelled. Here you'll learn how to configure them.
Basic principle
Why cancellation rules?
- Planning security: You know how many participants to expect
- Fairness: Other customers can take the spot
- Financial viability: Prevents last-minute cancellations
Standard process
- Customer cancels booking
- System checks cancellation deadline
- Within the deadline: Credits are refunded
- Outside the deadline: No refund
- With waitlist: Next person is moved up
Configuring the cancellation deadline
Globally (for all courses)
- Go to Settings → Bookings
- Find Default cancellation deadline
- Choose a time period (e.g. "24 hours before course start")
- Save
Per course
- Open the course
- Go to Options
- Find Cancellation deadline
- Set a course-specific deadline
- Save
Note: Course setting overrides global setting.
Cancellation deadline options
| Option | Description |
|---|---|
| No deadline | Cancellation possible at any time |
| 1 hour | Up to 1 hour before course start |
| 2 hours | Up to 2 hours before course start |
| 4 hours | Up to 4 hours before course start |
| 12 hours | Up to 12 hours before course start |
| 24 hours | Up to 24 hours before course start |
| 48 hours | Up to 48 hours before course start |
| 1 week | Up to 7 days before course start |
Credit refunds
Within the cancellation deadline
- Credits are fully refunded
- Credits go back into the customer's wallet
- FIFO order is adjusted
Outside the cancellation deadline
You have two options:
Option 1: No refund
- Customer loses the credits
- Strict policy
- Maximum planning security
Option 2: Partial refund
- Only a portion is refunded
- Example: 50% of credits
- Fair compromise
Cancellation by admin
As an admin you can always cancel:
- Go to Bookings
- Find the booking
- Click Cancel
- Choose:
- With credit refund
- Without credit refund
- Optionally enter a reason
- Confirm
Admin cancellations bypass the cancellation deadline.
Cancellation by customer
In the member dashboard
- Customer goes to My bookings
- Finds the booking
- Clicks Cancel
- Sees notice about cancellation deadline
- Confirms
What the customer sees
Within the deadline:
"You can cancel this booking for free until [date/time]. Your credits will be refunded."
Outside the deadline:
"The cancellation deadline has passed. If you cancel, your credits will not be refunded."
Cancellation confirmation
Email to customer
After every cancellation the customer receives:
- Confirmation of cancellation
- Info about credit refund (yes/no)
- Overview of current credits
- Link to the schedule
Email to admin (optional)
You can enable notifications for:
- Every cancellation
- Only short-notice cancellations
- Only for specific courses
Special cases
Course was cancelled
When you cancel a course:
- All bookings are automatically cancelled
- Credits are always refunded
- Customers are notified
Illness/emergency
For exceptional cases you can:
- Cancel the booking as admin
- Choose "With refund"
- Even outside the deadline
No-show
Customer does not show up:
- Booking remains in place
- Credits are not refunded
- Optional: Mark as "No-show"
Cancellation statistics
Dashboard view
Under Statistics you'll see:
- Cancellation rate per course
- Average cancellation time
- Top cancellers (customers)
Using the data
A high cancellation rate could mean:
- Cancellation deadline too short?
- Course not attractive enough?
- Time slot unfavorable?
Recommendations
For most studios
Cancellation deadline: 24 hours
Refund within deadline: 100%
Refund outside deadline: 0%
Why?
- 24 hours gives you enough planning security
- Customers have sufficient time
- Clear, simple rule
For high-demand courses
Cancellation deadline: 48 hours
Refund: Only within deadline
Why?
- More time for waitlist movement
- Other customers can plan
For intro/trial courses
Cancellation deadline: 2 hours
Refund: Always 100%
Why?
- Low barrier for new customers
- Encourages trying out
Communication
At booking
Clearly show the customer:
"Free cancellation until [date] at [time]"
In the terms and conditions
Document your cancellation rules clearly in your terms and conditions.
FAQ for customers
Create an FAQ page with common questions:
- Until when can I cancel?
- Will I get my credits back?
- What happens if I'm sick?
Technical details
Credits and FIFO
Upon refund:
- Credits are treated as a "new purchase"
- Expiry date is preserved
- FIFO position is updated
Waitlist trigger
After cancellation:
- Spot becomes available
- System checks waitlist
- First person is automatically booked
- Notification is sent