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The difference between no-show policies and refund policies

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Refund policies

Refund  policies are for anyone who registers for a class and then withdraws before the class starts. You create your refund policy when creating a specific class. When you select a refund policy, we will provide a description of the policy below.

List of refund policy options including no refunds and percentage refunds by hour

Refunds are specifically directed towards clients who have registered for a class and then withdraw later.

Example: If you have selected the 100 percent (24 hours) refund policy, clients who register for a class and withdraw 25 hours before the class starts will receive a refund automatically. However, client who withdraw 23 hours before the class will not receive a refund.

No show policies

No show policies are for clients who book a class and then cancel late or don’t turn up. They stop clients signing up for lots of classes with no real intention of attending, just reserving a space in case they feel like it on the day.

A no-show fine is separate from your refund policy. Your refund policy decides whether a client gets their money or credit back. A fine lets you charge them extra on top. This is especially useful for clients on unlimited packages, because losing an unlimited credit costs them nothing.

By default, your no show policy only applies to clients with unlimited packages. You can now choose to apply it to all payment types instead, which also covers limited packages, card payments and clients you add to a class yourself.

You can choose one of four policies:

  • No charge no email: we do nothing.
  • No charge with email: we email the client asking them to cancel in good time in future.
  • Full charge: the client is charged a fine.
  • Charge only if class was full: the client is only charged if the class was full at some point after they booked.

Fines used to always be the full class price. You can now charge the class price, a fixed amount or a percentage of the class price. You can also give clients 0 to 3 warnings before they’re charged.

For how to set all of this up, see Charging fines for late cancellations and no-shows.

NB. If you edit your policy, the new policy will apply to clients who register for your class after the edit. Clients who previously registered for a class, even if this class date is after the edit date have joined based on the previous terms which will still apply. 

If you need any further help with this, please email [email protected].

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