Cancellation policy

Your cancellation policy determines how far in advance clients can cancel and receive a refund or credit back, and what happens when they cancel late or don't show up.

Set the global cancellation window

1. Go to Settings → Business Settings (or Settings → Booking Windows)
2. Update the cancellation hours — this is the number of hours before class that a client can cancel
3. Click Save Changes

The default is 0 hours, which means bookings are final sale and clients cannot cancel for a refund.

Per-service-type cancellation policies

You can set different cancellation rules for different service types using booking windows. For example:

• Group classes: 12-hour cancellation window
• Private appointments: 24-hour cancellation window

When editing a booking window, the Cancel closes field controls this. Assign that booking window to the relevant service type.

Late cancellations and no-shows

When a client cancels outside your cancellation window or doesn't show up, you can charge a late cancel or no-show fee from the class roster or the Late Cancels & No Shows report.

To waive a fee instead, click the × next to the charge.

Block client cancellations entirely

If you don't want clients to cancel on their own at all, check Block cancel in the booking window settings. Clients will see a message telling them to contact your studio directly. See booking windows for setup steps.

What clients see

When a client tries to cancel:

• Within the window: They can cancel and receive their credit or refund
• Outside the window: They see a message that the cancellation window has passed and are prompted to contact you
• Cancellations blocked: They see a message to contact the studio directly

Clients can manage their bookings from their account in your booking widget or mobile app.