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Membership usage - when is it deducted, when is it refunded automatically, and can it be refunded manually?

This guide explains when membership usage is deducted, when it is returned automatically after a cancellation, and how to refund usage or money manually.

Written by Costa Bontioti

📝 Overview

Memberships allow you to create a wide range of purchase options for your customers and automatically control each member's usage, e.g. which classes, courses, and/or appointments and how many they can book per day, week, month, or year. In this guide, we take a look at how memberships manage usage.

⬇️ When Is Usage Deducted?

When a customer books an event (a class, appointment, or course), one use is deducted automatically from their membership.

When a customer hits the usage limits on their membership, the system will not allow them to book any more sessions. For example, if they have a monthly membership that allows 8 classes per month and they have already booked 8 sessions in November, they will not be able to book further sessions in November.

Or if they have a pack of 3 sessions and they have used up all three, they will not be able to book any more sessions until they purchase a new pack or membership.

👤 What Happens When a Customer Unregisters?

If a customer unregisters within your allowed cancellation window, their usage is automatically returned to their membership.

💡 Customers will never receive a monetary refund if they booked an event using a membership usage. They will only receive an automated monetary refund if you have a per-class fee configured on your memberships, see the guide here, or if they paid a drop-in fee instead of using a membership to book the class, see the guide here.

If a customer unregisters outside of your allowed cancellation window, they will be considered a late cancel, and their usage will not be returned.

If you wish, you can forgive their late cancellation and return their credit by heading to Calendar ➜ click the class ➜ click Refund ➜ mark as a regular cancel and save.

If you wish to refund someone the monetary value, you can action this manually from the customer's 'Payments' tab on their profile. For help with this, see the guide here.

⚠️ Courses work differently from Classes and Appointments in that customers cannot unregister from a whole course from their end. If you need to unregister a customer from a course, see the guide here.

💡 To learn more about membership types, see An Overview of Memberships here, Add a Recurring Plan here, Add a Pack here, and Add a Prepaid Plan here.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.

Click the arrow to view frequently asked questions

Does a customer get their money back when they cancel a class booked with membership usage?

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No. Customers never receive a monetary refund for a booking made using a membership usage; the usage itself is returned if they cancel within your allowed window. Automated monetary refunds only apply if a per-class fee was configured on the membership, or if they paid a drop-in fee instead of using a membership.

What happens if a customer cancels late?

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If a customer unregisters outside of your allowed cancellation window, they are considered a late cancel and their usage is not returned. You can forgive the late cancellation and return their credit by heading to Calendar ➜ click the class ➜ click Refund ➜ mark as a regular cancel and save.

Can customers unregister from a course themselves?

Click the arrow to see the answer

No. Customers cannot unregister from a whole course from their end. If you need to unregister a customer from a course, see the guide here.

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