What a customer gets back when they remove themselves from a class depends on how they paid for the booking, and on whether they cancelled before or after your cancellation cutoff time. This guide covers memberships, drop-ins, and late cancellations.

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.

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.

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 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.

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