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Set Up Your Cancellation Policy (Late Cancellations)

Your cancellation policy decides how late a member can cancel a class and still get their credit back. Anyone who cancels after that cut-off keeps the credit deducted — no action needed from you.

This article covers where to set the policy, how credits behave, and how to add a late cancellation fee on top.

How credit deduction actually works

There is no separate setting to "deduct credits on late cancellation". The credit is taken the moment a member books. Your cancellation policy only controls whether that credit is returned.

Member cancels What happens to the credit
Before the cut-off Refunded to their package automatically
After the cut-off (late cancellation) Not refunded — it stays deducted

Because the credit is already gone at the point of booking, a late cancellation needs no follow-up from your team. Setting the number of hours is the whole setup.

Step 1: Set your cancellation policy

The cancellation policy is a single studio-wide setting. It applies to every credit-based package automatically — you do not need to configure it package by package.

  1. Click Configure in the left sidebar.
  2. Select the Classes tab.
  3. Find the Cancellation Policy card at the top of the page. It shows your current setting, e.g. Number of Hours: 12 hours.
  4. Click the pencil icon next to it.
  5. In the Edit Cancellation Policy window, enter the number of hours before class start that a member can still cancel and receive their credit back.
  6. Click Submit.

Tip: Pick a window that gives you enough time to release the spot to your waitlist. 12 or 24 hours is common for group classes.

Example — a 12 hour policy on a 7:00pm class:

  • A member cancels at 6:00am → more than 12 hours before → credit refunded.
  • A member cancels at 3:00pm → less than 12 hours before → credit stays deducted.

Step 2 (optional): Charge a fee on top

If withholding the credit isn't enough of a deterrent, you can also charge money for late cancellations and no-shows. This is a separate layer — it sits on top of the credit being deducted, it doesn't replace it.

There are two places involved:

a) Set the fee amount on the package

  1. Go to Configure → Package Options.
  2. Edit the package, and open Advanced Options.
  3. Set Charge Late Cancellation Fee and/or Charge No Show Fee.

b) Switch the fee on for the class

  1. Open the class in your Schedule (or when adding a new class).
  2. Under Advanced Options → Additional Fee Settings, tick Enable Late Cancellation Fee and/or Enable No Show Fee.

Important: These toggles only switch the fee on for that class — the amount comes from the package. If you enable the toggle without setting an amount on the package, nothing will be charged.

Step 3: Check it's working

Head to Reports → Cancellation to see every cancellation and any fee attached.

  • Use the Late Cancellation filter to isolate cancellations that fell inside your window.
  • The table shows Credits Used, Late Cancellation, and Late Cancellation Fee for each booking, so you can confirm the credit was withheld and the fee applied.

This report is also the fastest way to spot members or class slots with unusually high late cancellation rates.

Things to know

  • The policy applies to all packages. It is set once at studio level, not per package.
  • The window is measured in hours before the class start time, not before the booking time.
  • Unlimited memberships are not affected by the cancellation policy. There is no credit to withhold, so if you want to discourage late cancellations from unlimited members, use the late cancellation fee instead.
  • Changes to the policy will apply to bookings made after the policy change. Bookings that were already cancelled before the change will not be recalculated.