How members cancel a booking

How a member cancels

1. The member opens Account and the Bookings tab.
2. Under Upcoming, they select Cancel booking on the class.
3. A dialog asks Cancel this booking? and says what will happen to the class on their pass.
4. They select Cancel booking to confirm, or Keep it.

Before the deadline, the dialog says the credit comes back. After it, it says the credit will be used. Close to the deadline, the booking already shows “Cancelling now keeps the class on your pass.”

Your free cancellation window

1. Open Settings and, in the What you sell group, go to Booking rules.
2. Set Free cancellation up to (hours before class). The default is 2 hours.
3. Save.

The window applies to every class that follows the studio’s booking rules, and to every cancellation from that moment on. The owner or an admin can give one class its own window: in the class editor, under Booking options, turn off Use the studio’s booking rules and set Free cancellation up to (hours before). Members see it before they book, as “Free cancellation until” a time, and on the class page.

What happens

• Before the window ends: the booking is cancelled, the class goes back to the pass, and a weekly or monthly limit frees up again.
• Inside the window: the member can still cancel, but the class stays used. It shows as Late cancellation in their history and in yours.

In both cases the spot opens up, and if the class has a waitlist (Starter plan and up), the next person is booked automatically (until your waiting list cutoff, 24 hours before class by default). The member gets the Member cancelled a booking e-mail with the outcome. The studio is told too, through the notification A member cancelled a booking in Settings, Messages, tab Notifications, which is on by default.

Note: Late cancellation and no-show fees charged in money are not available yet. For now, a late cancellation simply keeps the class used.

Classes booked to pay at the studio

A member who booked to pay at the studio cancels the same way, until the class starts. The dialog says “Your spot will be released. You haven’t paid for it, so there is nothing to refund.” The unpaid order is cancelled and stops counting toward the member’s 2 unpaid classes.

When staff remove someone

When staff remove a member from a class, the class goes back to the pass unless staff choose to count it as a late cancellation or a no-show. When the studio cancels a whole class, every booked member gets their class back.

Events and private sessions have their own cancellation rules.