Clients sometimes need to cancel at the last minute. With the cancellation policy feature, you can set up fees that are deducted from the paid amount when a booking is cancelled close to the class start time.
Setting Up Cancellation Fees
Go to Settings (gear icon in the left sidebar).
Select Booking from the top menu bar.
You'll find the cancellation policy at the bottom of the page in the Cancellation section.
Adding a Cancellation Policy
Set up a new cancellation policy by clicking the + Add button.
A dialog will appear where you can define your cancellation conditions. In the example below, we're creating a condition that says: If a client cancels their booking 3 hours or less before the class starts, they'll be charged a 25% cancellation fee from the amount they paid.
Your new cancellation policy now appears in the list (see image below). If you’d like, click the + Add button again to create another condition -- for example, a 50% fee for cancellations made within 2 hours before the class.
Troubleshooting: can't save cancellation policy
If you're unable to save your cancellation policy, the most common cause is a conflict between a cancellation fee and the withdrawal deadline. The system will display the following error:
One of your defined cancellation fees overlaps with the withdrawal deadline (the deadline must always be earlier). Please adjust the withdrawal deadline option or remove the conflicting cancellation fee.
How to fix it
Check the withdrawal deadline setting — it defines the latest time a client can cancel before the class starts.
Make sure none of your cancellation fees apply to a time window that falls after the withdrawal deadline. The deadline must always be earlier than any cancellation fee window.
Either adjust the withdrawal deadline or remove the conflicting cancellation fee.
Example: If your withdrawal deadline is set to 2 hours before the class, you cannot have a cancellation fee that applies "1 hour before the class" — the client can no longer cancel at that point.