Admin Settings > Cancellation Settings

Cancellation Settings is where you define how your studio handles student cancellations — including how far in advance a student must cancel to receive a refund and what fees apply for late cancellations and no-shows.

Access requires the Cancellation Settings permission.

The core of your cancellation policy is a time-based window, set separately for each class type. This determines how far in advance a student must cancel to be eligible for a refund.

There are three independent sections — one for each class type:

Courses (Term) The cancellation policy applied to term-based, multi-session course classes.

Drop-Ins The cancellation policy applied to individual drop-in class bookings.

Services The cancellation policy applied to service and appointment bookings.

Cancellation Window (Hours) Enter the number of hours before a class that a student must cancel in order to receive a refund. For example, entering 72 means students who cancel more than 72 hours before the class starts will receive their payment back. Students who cancel within 72 hours forfeit the payment.

If this field is left blank, the default behaviour is no refund at any point, regardless of when the student cancels.

Policy Message Write a plain-language version of your cancellation policy that students can read. This is displayed to students during the booking process. Maximum 1,000 characters.

Use the Gilly button to generate or improve your policy text using AI.

The windows above set your studio-wide defaults. If a particular class needs a different rule — for example a workshop or photoshoot where you want a stricter (or more relaxed) cancellation window than your normal classes — you can override the policy on the individual class template instead of using the studio default.

Go to Manage Studio > Classes, open (or create) the class, and scroll to the Cancellation Policy heading to set a cancellation window just for that class.

When a class has its own cancellation policy set, that policy takes precedence over your studio default for bookings in that class. Classes without an override continue to follow the studio-wide settings above.

In addition to the cancellation window, you can charge fees when students cancel late or fail to attend. These fees are configured in the Fees section of the page.

The fee toggles only become available once you've entered a Cancellation Window (Hours) for Drop-Ins. Fees apply to drop-in class bookings and to single drop-in spots booked within a course. They don't apply to service bookings.

Three fee options are available and can all be enabled simultaneously:

Late Cancellation Fee When a student cancels a drop-in booking in the app or on the website after the cancellation window has closed, they are asked to pay this fee (by card or from their wallet) as part of cancelling. Enter the fee amount (minimum $0.50).

You can optionally restrict this fee to specific memberships by enabling Apply this fee to the following memberships only and selecting which memberships it applies to. When this is on, the late cancellation fee only applies to bookings made with one of the selected memberships. Bookings paid with a package, a card or casual payment, or any other membership are not charged a late cancellation fee. This also controls who you can charge with Late cancellation + fee on the class roll. Leave this off to apply the fee to all students.

The membership selection only affects the late cancellation fee. The no-show and combined fees below can be charged to any student.

No-Show Fee Charged when a student doesn't attend and the studio marks their attendance as No show + Fee. Enter the fee amount (minimum $0.50).

Combined Late Cancellation & No-Show Fee A combined fee for when a student both cancels late and doesn't attend. Enter the fee amount (minimum $0.50).

All three fees can be active at the same time. When the late cancellation fee is enabled, a student who cancels late in the app or on the website pays it as part of cancelling, so you don't need to mark anything. If a student doesn't cancel at all, the studio marks the attendance status on the schedule to charge the no-show or combined fee.

Fees are applied from the Schedule view when managing class attendance. The standard attendance statuses on the class roll are Pending, Attended, No Show and Self Absent. The fee options below are only added to that list when your cancellation policy allows them for that particular student's booking, so they won't always appear:

If a fee option you expect isn't showing for a student, check these settings in your cancellation policy and how that student booked.

Selecting one of these opens the Cancellation fee window. You can change the amount in Revised amount and choose how the fee is paid. When you confirm, the fee is charged immediately.

Once all policies and fees are configured, click Save & Update Cancellation Policies to apply. Settings take effect immediately for future bookings.

Membership cancellations follow a separate workflow. Students can submit a cancellation request for their membership, which studio staff then review and either accept or reject.

Reviewing Requests

Go to Cancellation Requests (accessible from the sidebar under the Students or Admin section) to see all pending membership cancellation requests. The list shows:

Accepting a Cancellation

Click Accept to approve a cancellation request. A date selection modal appears where you can choose when the membership will end:

Any class bookings the student has after the cancellation date will be automatically cancelled when the membership is cancelled.

Rejecting a Cancellation

Click Reject to decline the request. The membership remains active and no changes are made.