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.
Cancellation Windows
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.
For Each Class Type, Configure:
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.
Late Cancellation & No-Show Fees
In addition to the cancellation window, you can charge fees when students cancel late or fail to attend. These fees apply across all class types and are configured in the Fees section of the page.
Three fee options are available and can all be enabled simultaneously:
Late Cancellation Fee Charged automatically when a student cancels after the cancellation window has closed. Enter the fee amount (minimum $0.50).
You can optionally restrict this fee to specific memberships only by enabling Apply this fee to the following memberships only and selecting which memberships it applies to. Leave this unselected to apply the fee to all students regardless of membership.
No-Show Fee Charged when a student doesn't attend and the studio marks their attendance as a no-show. 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, it is charged automatically when a student cancels after the window closes — no manual action required. If a student doesn't cancel at all, the studio marks the attendance status in the schedule to trigger the no-show or combined fee.
How Fees Are Charged
Fees are applied from the Schedule view when managing class attendance. When marking a student's attendance, the following options are available:
Late Cancellation + Fee
No-Show + Fee
Late Cancellation & No-Show + Fee
Selecting one of these options triggers the corresponding fee charge against the student's payment method.
Saving Your Settings
Once all policies and fees are configured, click Save & Update Cancellation Policies to apply. Settings take effect immediately for future bookings.
Membership Cancellation Requests
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:
Student name
Membership name
Cost and payment frequency
Date the request was submitted
Membership start and end dates
Accepting a Cancellation
Click Accept to approve a cancellation request. A date selection modal appears where you can choose when the membership will end:
Leave the date blank — The membership cancels at the end of the current billing cycle. No further payments are taken.
Select a billing cycle date (highlighted in blue in the calendar) — The membership ends on that date and the student will not be charged on that billing date.
Select a non-billing date — The student will still be charged in full on the previous billing cycle date, and the membership ends on the selected date.
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.