This article covers the client cancellation rules for courses (make-up sessions for a session cancelled in time, and cancelling the whole course) and for events and workshops. Single classes and appointments follow a different rule, the cancellation deadline and cancellation fees under Sessions; see Cancellation Fees for Bookings.

A client cancels their attendance for one course session in their own account, not on the course page of your public schedule: in My courses they click Cancel next to the session and confirm with Cancel attendance (or use the trash icon in My bookings), and only for a paid session that hasn't started. Events and workshops have no percentage fees; clients can cancel an event booking themselves only when Allow self-cancellation is on, until the cut-off you set.

Make-ups apply only to sessions of a course the client booked as a whole. If a client booked a single course session at the Price per session, that booking follows the cancellation deadline and fees for single classes, and it doesn't earn a make-up. No money is refunded when a client cancels their attendance for a course session; the make-up is the compensation.

Allow clients to earn make-ups in new courses (in Settings > Bookings and rules > Booking cancellation > Courses) only pre-fills newly created courses. A course you already have keeps its own setting. To change it, edit the course and turn on Allow receiving make-up sessions in its Make-ups section. The same goes for Other defaults for new courses (Max. make-ups per client and Allow make-ups as payment for individual course sessions). A course you create with Use as a template copies these settings from the original course instead of using the defaults. On the Expert and Ultimate plans and during the trial, it also copies the original course's Make-up validity. Unlike these defaults, the two cards also apply to existing courses: the Deadline for earning a make-up in When clients earn a make-up applies to all courses that give make-ups, new and existing. The validity in How long make-ups are valid applies to new courses and to every course that has Use default settings selected under Make-up validity in its Make-ups section. Courses set to Customize for this course keep their own validity. You can change both cards even when Allow clients to earn make-ups in new courses is off.

You can change Allow receiving make-up sessions for a course on any plan. Maximum make-up sessions and the Customize for this course option for make-up validity are available on the Expert and Ultimate plans and during the trial. On other plans, these settings are disabled. A course that already has its own validity shows it as read-only, and you can switch it to Use default settings.

The client must have an account in the booking system

For your clients to use the make-up system, they need their own account in the booking system. Without it, the system can't manage make-ups, display balances, or show expiry dates.

The client logs into their account and either opens My courses, clicks Cancel next to the session, and confirms with Cancel attendance, or clicks the trash icon next to the session in My bookings. Clients do this from their account, not from the course page on your public schedule.

After confirming, the client receives a notification email. If they cancelled before the Deadline for earning a make-up in your make-up settings, the course allows make-ups, and they haven't reached the course's make-up limit, the main page shows that they're entitled to a make-up session. Otherwise, their attendance is cancelled without a make-up.

The client can then use the make-up session on any class or course session that allows payment with make-ups, by clicking Book and selecting Book using a make-up. Payment with make-ups is turned on by default for new classes; you can turn it off with Allow payment with make-up sessions in the class's Advanced booking settings. In a course, use Session – allow paying with a make-up in its Make-ups section; new courses take its default from Allow make-ups as payment for individual course sessions in Settings > Bookings and rules > Booking cancellation > Courses. More in Make-up sessions: earning, using, and validity.

Clients can cancel a workshop booking on their own, as long as you allow it. Go to Settings > Bookings and rules > Booking cancellation, pick Events / Workshops, and turn on "Allow self-cancellation". Then fill in "Cut-off before the event starts" — a cut-off of 0 lets clients cancel any time up until the event starts. You can enter the cut-off in minutes, hours, days, or weeks.

What you set here becomes the default for workshops you create from now on, and every workshop can override it in its own settings, under Advanced booking settings ("Allow self-cancellation" and "Cancellation cut-off: how long before the start?"). So a single event with a stricter deadline doesn't force you to change the rule for everything else.

Workshops have no percentage-based cancellation fees. Before the cut-off, the client gets everything back. When self-cancellation is off, the client sees a message asking them to contact the studio. After the cut-off, a booking paid by card or PayPal can't be cancelled online, and the client is asked to contact the studio. A booking paid with credits, entries, a membership, or a make-up can still be cancelled after the cut-off, but nothing is returned. Bookings paid by bank transfer or in cash always need you to cancel and refund them.

You can always cancel a client's workshop booking yourself from the workshop detail in the admin panel. When cancelling, you'll be asked how to handle the refund (return credits, return entries, mark as unpaid, etc.).

A client cancelling their attendance for one session of a course is one thing — cancelling their whole course booking is another, and it has its own setting. You'll find it in the same place: Settings > Bookings and rules > Booking cancellation, under Courses. Turn on "Allow whole-course cancellation" and set "Cut-off before the course starts". A cut-off of 0 means clients can cancel the whole course any time until it starts. What you set here is the default for new courses; existing courses keep their current settings. Each course has its own copy of these settings in the course form, under Advanced booking settings ("Allow whole-course cancellation" and "Course cancellation cut-off: how long before the course starts?").

A client who cancels the whole course before the cut-off gets a full refund. With this setting off, or after the cut-off, clients have to arrange the cancellation with you directly. A course paid by bank transfer or in cash always needs you to cancel and refund it.

Courses have no percentage-based cancellation fees either. If a client cancels their attendance for a single course session in time, this is handled through make-up sessions, as described above.