Cancellation Policies

Set up rules for how clients can cancel bookings

Cancellation Policies

Cancellation policies define when and how clients can cancel their bookings. Well-configured policies help reduce no-shows while remaining fair to clients.

Policy Settings

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Free Window Hours (freeWindowHours) — How many hours before the session clients can cancel for free and receive a full refund. For example, setting this to 12 means cancelling 12+ hours before the session is free.

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Penalty Type — What happens when a client cancels after the free window has passed (see below).

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Refund Percentage — For partial refund penalties, what percentage of the payment or credit to refund (0-100%).

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Default Policy — One policy can be marked as default and automatically applied to all sessions unless overridden.

Penalty Types

Available penalty types for late cancellations
Penalty Type	What Happens	When to Use
None	Full refund regardless of timing	Very flexible environments, trial classes
Session Lost	Client loses the credit/payment entirely	High-demand classes where spots are premium
Partial Refund	Client receives a percentage of their payment back (configurable)	Balanced approach that still discourages late cancellations
No Refund	No refund is given for late cancellations	Strict policies for private sessions or workshops

How Cancellation Evaluation Works

Client Requests Cancel

Client clicks cancel on their booking

Check Timing

System calculates hours until session start

Within Free Window?

If hoursUntilSession >= freeWindowHours → full refund

Apply Penalty

If outside free window → apply configured penalty type

Process Refund

Credit or payment is refunded according to the policy

Client Requests Cancel

Client clicks cancel on their booking

Check Timing

System calculates hours until session start

Within Free Window?

If hoursUntilSession >= freeWindowHours → full refund

Apply Penalty

If outside free window → apply configured penalty type

Process Refund

Credit or payment is refunded according to the policy

ℹ️

When an instructor cancels a session, all clients always receive a 100% refund regardless of any cancellation policy. Penalties only apply to client-initiated cancellations.

⚠️

Sessions that have already started (hoursUntilSession < 0) cannot be cancelled by clients. Only instructors/admins can cancel past sessions.

No Policy Behavior

If no cancellation policy is configured for your workspace, clients can cancel at any time and will always receive a full refund. It is recommended to set up at least one default policy.

Recommended Configurations

Policy Name	Free Window	Penalty	Best For
Flexible	2 hours	None	Casual/drop-in classes
Moderate	12 hours	Partial Refund (50%)	Regular weekly classes
Strict	24 hours	Session Lost	High-demand, limited-capacity classes
Workshop	48 hours	No Refund	Special events and workshops

✅

Start with a moderate policy and adjust based on your no-show rate. A policy that is too strict may discourage bookings, while too flexible can lead to last-minute cancellations.

Creating Membership Types

Design and configure membership plans for your clients

Booking Settings

Configure how and when clients can book your classes

Creating Membership Types

Booking Settings