📝 Overview
The cancellation cutoff controls how much notice your customers must give when cancelling Classes or Appointments. It's set within your registration timelines under Settings ➜ Registration ➜ Registration Timelines.
In this guide we'll cover what the cancellation cutoff does, how to set it, how to use different cutoffs for different class types, and how to remind customers of your cancellation policy.
⚠️ If a customer cancels after your cancellation cutoff, they will lose any class credit and won't receive a refund if they were paying a drop-in fee. They'll also appear in your reports as a late cancel.
✂️ Setting a cancellation cutoff
The cancellation cutoff is one of the settings within a registration timeline. To set it, head to Settings ➜ Registration ➜ Registration Timelines and follow the steps below.
2. Within the selected timeline, enter the desired cancellation limit in 'Cancellation cutoff'.
3. Select the class types it should apply to.
4. Click Save.
💡 If you use a nightly blackout period, the time during the blackout will not count as notice period.
📆 Setting different cutoffs for different class types
Multiple timelines let you set different cutoff times for different class types. For example, you could set a lower cutoff for popular classes you know will fill easily, or a higher cutoff for classes that may be harder to find replacements for.
Because timelines also include the registrations open and close settings, you'd either edit an existing timeline and add the class type to it, or create a new timeline if you need an all-new settings combination. Below is an example of what multiple timelines with different cancellation cutoff settings might look like on your business dashboard.
You can also edit the message customers see on the Customer Site when they try to unregister after the cancellation cutoff. To do this, head to Settings ➜ Registration ➜ Late Cancels and click Edit.
🔔 How to remind customers of your cancellation policy
You can use notifications to remind customers of your cancellation policy and help prevent late cancellations. A late cancel notification emails customers who late cancelled from a class, while a pre-class reminder can prompt them ahead of time.
💡 Learn how to set these up: Add a late cancellation notification and Adding a pre/post/milestone notification.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
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What happens if a customer cancels after the cutoff?
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They will lose any class credit and won't receive a refund if they were paying a drop-in fee. They'll also be recorded as a late cancel in your reports.
Can I set different cancellation cutoffs for different classes?
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Yes. By creating multiple registration timelines, you can apply different cutoff times to different class types, for example a shorter cutoff for popular classes and a longer one for classes that are harder to fill.
Does a nightly blackout period affect the cancellation cutoff?
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Yes. If you use a nightly blackout period, the time during the blackout will not count towards the notice period. You can read more about how this works in the guide here.