Quick answers to the most common questions about automatic cancellation of underbooked terms and events.
Why wasn't a term cancelled even though occupancy was low?
The most common reasons:
The check hasn't run yet. Evaluation happens at the time you set (say, 24 hours before the start), not continuously.
The term is set to "Do not cancel this term automatically". Check its Advanced booking settings section.
Global cancellation is off and the term has no custom settings.
The term was created after the check time (see below).
Occupancy reached the minimum. Remember that the minimum is rounded up, so even a low number can meet it.
Why was a term cancelled when someone booked right afterwards?
The check runs only once, at the time you chose before the start. If someone books after that, it doesn't undo the cancellation. In the same way, a later cancellation won't trigger a new check.
A client booked at the last minute, just after the check. Does that count?
No. What counts is the number of people booked at the moment of the check. Bookings after that moment don't change the result. If this keeps happening, set the check closer to the start so it catches later bookings.
How do I take one term out of automatic cancellation?
Open the term or event, expand the Advanced booking settings section, and choose Do not cancel this term automatically. The term then won't be cancelled, even if global cancellation is on.
What do booked clients see when a term is cancelled?
They get the same cancellation notification as for any other cancelled class or event, and they get their money back. You don't have to tell them yourself. For details on refunds, see the article on payments and refunds for automatic cancellation.
I created a term at the last minute. Will it be cancelled automatically?
If a term is created after its check time would have run (say the check is meant to be 24 hours ahead, but you're setting up the term just a few hours before the start), it won't be cancelled automatically. Last-minute terms are protected from an unexpected cancellation.
If you turn on a custom rule for an existing term and its check time has already passed, the check runs right after you save instead — Zenamu will let you know.
I just turned the feature on. Will terms that start soon be cancelled too?
No. Turning on global cancellation doesn't apply retroactively to terms that are already inside their check window. Only terms whose check time falls after you turn the feature on are evaluated. So you won't cancel terms that are about to start just by turning the feature on.
Does the waitlist count toward the minimum occupancy?
No. Only confirmed bookings count toward the minimum. Waitlisted clients aren't included. If the term is cancelled, waitlisted clients get a notification too, and any blocked payment is released.
Does a term's custom setting apply even when global cancellation is off?
Yes. A specific term's custom setting always takes priority. It applies even when global automatic cancellation is off. And the other way round — you can take a specific term out of cancellation even while the global setting is on.
Does automatic cancellation apply to terms hidden from the public schedule?
Yes. The system also evaluates terms and events that aren't on the public schedule — bookings on them (made by the studio directly, for instance) are just as binding as any other, so clients get refunded and notified as usual. If a hidden term with no bookings at all is cancelled, you'll get an info email about it.
I changed the check lead time. Does it affect terms that were already checked?
No. Each term is evaluated at most once. The new setting applies to terms whose check is still to come; terms that have already been checked aren't evaluated again. This also holds for last-minute terms — shortening the lead time later won't pull them back into a check.
Do you automatically cancel courses too?
No. Automatic cancellation works for individual terms (classes) and for events (workshops). Courses don't have this feature.
Which plan does automatic cancellation need?
The feature is available on the Expert plan or higher (Expert, Ultimate) and during the trial. If you move from a paid plan down to a lower one, automatic cancellation stops running, even though your settings are saved.