How do refunds work when a customer removes themselves from a class?

Registrations settings and credit or refund returns


If a customer pays for a membership (e.g. 5 classes) and cancels a class before the cancellation cutoff time, an option you can control in Settings >> Registrations, then the customer will be credited back one of their classes, i.e. a non-monetary refund.

💡 A credit refers to the usage/number of classes of the membership they have.

For example, if they have 5 classes, and they book a class, they will have 4 credits left. If they cancel in time, the credit will be returned, and will thus have 5 credits once again.   


If the customer paid for that individual class via a drop-in (non-member price), and they cancel, they will receive the payment back via the same method they made the initial payment with, i.e. a monetary refund.

Late Cancellations 

If in either case, the cancellation is after the cutoff time, no refund of the membership credit or payment will be made.

The customer will appear on a late cancellation list on the class attendance report.

To see this, head to Reports >> Events > All Attendances >> Recent No-Shows and Late Cancels.

Once here change the filter to Late Cancelled >> Apply Filter

If you wish, you can forgive their late cancellation and return their credit by heading to Calendar >> click 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, please see this guide.

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

How to make refunds