01
Your bands
Your cancellation terms are part of your billing terms on How you bill (/admin/billing-policy). You set the numbers; the bands are:
- With more notice than your free notice period, cancelling is free.
- Inside that period, the late fee applies.
- Inside your full-charge period, or a no-show you charge for, the full lesson applies.
02
Held, not charged straight away
A late fee is held for the number of days you choose. A daily check waives it if the family attends a makeup inside that window, and charges it once if they do not. Rebooking is offered first on the cancel screen; the fee is the fallback.
You can also forgive a set number of late cancellations in any twelve months. A fee is never more than the lesson's price.
03
The family sees the figure first
Before a family confirms a cancellation, they are shown exactly what it will cost and why. That figure is recorded, it expires after 15 minutes, and it can be used once, so a family is never charged an amount they were not shown.
A family cancelling inside the notice period picks a reason. If they say their tutor asked them to cancel, the fee is waived and that is recorded against the tutor.
Your public cancellation policy page is drawn from the same terms, so the page and the charge always agree.
04
Phone cancellations at reception
When a parent rings to cancel, staff record it as a cancellation the family asked for. The family's bands apply, and the screen shows the figure to read out before it is confirmed.
05
Paying the tutor
If you set a tutor's share of a late fee on How you bill, payroll pays it once for each late fee actually charged, never for one that was held, waived or forgiven.
