Cancellations, windows, late-cancel and no-show fees

Members change their minds, and some just don't turn up. Set a cancellation window and optional fees once, and we apply the same rule to every booking.

1. Open the policy. Open your studio settings and find the cancellation policy, where you set your window, your late-cancel fee and your no-show fee.
2. Set the window. Enter the late-cancel window: how many hours before class a cancellation has to land to be free. Cancel earlier than that and the member keeps their credit; cancel inside those hours and it counts as a late cancel, unless one of the two exceptions below applies.
3. Add a late-cancel fee. Optional. Enter the amount in euro we record when a member cancels late. Leave it blank or zero for no fee.
4. Add a no-show fee. Optional. Enter the euro amount for a member who books but never checks in. Blank means no fee.
5. Save. Save your changes. The rules now run automatically on every booking, with nothing to set per class.
6. On-time cancels. When a member cancels before the cutoff, the credit goes straight back and no fee is recorded.
7. Late cancels. A cancel inside the window keeps the credit spent. If you set a fee, we record it against the member. Two cases are always a free cancel, whatever the window: a booking made after the window had already closed (there was never a free window to miss), and a cancel inside the grace period after booking, which you set in minutes on the same page. The grace period is 10 minutes unless you change it, and 0 turns it off.
8. No-shows. A no-show is logged automatically when the class finishes, or the team can mark it by hand from the class. Either way, if a no-show fee is set, we record it.
9. Collect what's owed. Recorded fees show as owed on your money-owed report. We never auto-charge a card; collecting is a separate step you choose to take.