The cancellation window applies to clients cancelling for themselves. When you or your staff cancel a booking, the credit always goes back. If you mean to charge for a missed class, mark a no-show instead.
Handling cancellations and no-shows
A booked seat is a commitment: the credit or membership visit is used the moment the booking is made. Your cancellation policy decides one thing, whether that credit comes back when the client bails.
Cancelling in time
Clients cancel from their portal. If they’re outside your cancellation window, out of the box 24 hours before class, the seat is released, their credit is returned right away and the waitlist fills the spot. You can change the window in Settings.
Late cancellations
Inside the window it becomes a late cancellation, and three things happen:
1
The seat is released, so the waitlist can fill it.
2
The first person on the waitlist is booked in automatically.
3
The credit stays used. Freeing the seat late doesn't undo the commitment.
Evening Spin · 18:00
CANCELLATIONS TODAY
Marta K. · cancelled 09:12in time · credit returned
João S. · cancelled 17:31late · credit kept
Reminders head off no-shows
The cheapest no-show is the one that doesn’t happen. Every booked client automatically gets an email reminder the day before their session, with the time and location in their local clock. There’s nothing to configure and nothing to send by hand.
No-shows
Booked, never cancelled, never came? Mark the booking as a no-show. The seat was theirs to the end, so the credit stays used, and your reports show who actually turns up. Marked someone by mistake? Undo it, nothing else changes. How untouched bookings settle depends on your attendance mode; see Attendance and check-in.
Good to know
Want to forgive a late cancel or a no-show? You can give the credit back from the booking whenever you choose. The policy is the default, not a cage.