Set up cancellation profiles
When a student cancels an appointment, the business charges a cancellation fee to compensate the instructor for the lost seat. However, it's not always prudent to apply the same cancellation fee uniformly to all students.
Many businesses employ a tiered cancellation fee model, which takes into account the time remaining before the class. This tiered cancellation model is enabled through a setting in the Fitness module, allowing businesses to select the appropriate late cancel tier for calculating cancellation fees.
Required roles: Owner or Administrator
Required permissions: None
At the organization level, click the Configurations icon.
Search for and select the Cancellation fee profile setting from the Fitness section.
Click + Create Profile.
Enter a name for the cancellation profile.
In the Rule Name box, enter a name for the rule.
Select one of the following options:
Percentage of class price: Calculates the cancellation fee as a percentage of the class price.For example 50%
Flat amount: Charges a flat cancellation fee irrespective of the class price. For example $30
In the Apply cancellation fee if the customer cancels less than __ hours before the class box, enter the number of hours left for the class to begin, for which you want to charge cancellation fees for example, 2 hours.
To add more rules, click Click to add more rules and repeat steps 3 to step 7.
Click Save.
Once created at the organization level, center managers and administrators can then override these profiles at the center level.
Required permissions: Training > Edit, Override Capacity
At the center level, locate the required Cancellation fee profile and click the Override Organization Rules icon, which is located on the right of the profile name. Perform the same steps as you would do at the organization level to modify the profile.
In this example, we've set up three cancellation profiles:
Tier 1: If a student cancels within 2 hours before the class starts, they'll be charged 30% of the class price as a cancellation fee.
Tier 2: If a student cancels within 8 hours before the class starts, they'll be charged 15% of the class price as a cancellation fee.
Tier 3: If a student cancels within 24 hours before the class starts, they'll be charged a flat fee of $5 as the cancellation fee.
Inputs provided for the configuration fields
Profile | Cancellation Fee Type | Apply cancellation fee if the customer cancels less than __ hours before the class | Cancellation Fee |
|---|---|---|---|
Tier 1 | Percentage of class price | 2 | 30% |
Tier 2 | Percentage of class price | 8 | 15% |
Tier 3 | Flat amount | 24 | $5 |