Setting your cancellation rules
Decide when a cancellation is free, when a late fee applies, when the whole lesson is charged, and how long a makeup lasts.
Updated 18 October 2026
Why this exists
When cancellation rules live in someone's head or an old email, families get different answers depending on who they ask, and arguments about fees follow. As the centre owner or admin, you set the rules once and the app shows each family the exact figure before they confirm. Front desk staff read the same figure from the screen, so everyone gives the same answer.
Your cancellation rules decide what a family pays when they cancel. The app shows the family the exact figure before they confirm, so the rules you set here are what everyone sees.
Before you start
You need the settings.edit permission. Open Settings > Billing and cancellations and go to Cancellations.
The numbers you set
- Free if cancelled more than this many hours ahead. More notice than this costs nothing, and the family is owed a makeup.
- Full lesson charged with less than this many hours. Less notice, or cancelling after the lesson starts, charges the whole lesson. It must be shorter than the free notice.
- Late cancellation fee ($). Charged for cancelling between the two numbers, both included. Zero means no fee, so everything inside the free notice is charged as the whole lesson.
- Hold the late fee for (days). The fee waits this long, and clears if the child attends a makeup in that time. Booking one is not enough. Zero charges it straight away.
- Tutor is paid for a late cancellation ($). Added to the next pay run once the family's fee is actually charged.
- Makeup credit lasts (days). How long a family has to book a makeup. Zero means no limit.
- Forgiven late cancellations a year. That many late cancellations in the last 365 days cost nothing.
A line under the numbers says in plain words what they mean. Save with Save billing settings.
Good to know
- When you or the tutor cancel, the family pays nothing and is owed a makeup.
- A fee is never more than the lesson's price.
- A family cancelling a makeup, or a lesson they already moved, gets no new makeup.
- When staff record a cancellation a family asked for, the family's rules apply exactly as if they had cancelled themselves.