Cancellation rules

Iryna runs a small Pilates studio with eight mats a class. When somebody cancels an hour before, the mat stays empty and nobody on the waiting list can get there in time. She wants clients to cancel at least twelve hours ahead — and to know the rule before they book, not after.

Step by step

1. Open Set up. On the Studio tab, tap Set up. The Cancellation row shows the rule you have now, e.g. Free until 24 h before. A new studio starts at 24 hours.
2. Tap Cancellation.
3. Set the hours. In Free cancellation, hours before, type how many hours before a class cancelling stops being free. After that, cancelling uses the session. Type 0 to let clients cancel free right up to the start of the class.
4. Write the rule in your own words. What it says to clients is optional: why the rule exists, what you do about no-shows, how to reach you. Clients read it on your studio page under Good to know, and again when they cancel a group class.
5. Tap Save. The rule applies at once — also to classes already booked, because Grupy checks it at the moment somebody cancels.

What clients see

• Every class shows Free to cancel until a date and time. Once that has passed, the line reads Cancelling · From now it uses the session.
• Cancelling in time, the button is Cancel · session returned. Too late, it is Cancel anyway · lose 1 session, with Keep my booking as the safe choice.
• Somebody who booked the wrong class by mistake can take it back free for about two minutes, whatever the rule.
• Reminders tell clients how long cancelling stays free. Their side of it: Cancel a booking.

As the owner, your own studio page does not show Good to know. To read it as clients do, open Me → See this studio as a client.

Good to know

• When the studio cancels, the rule does not apply. If you call a class off or close the studio, everybody booked gets the session back. See Closures and time off.
• One-to-ones use the same hours. A client who cancels a paid one-to-one in time is told the studio owes them the money back and will settle it with them. Later than that, the studio may keep the price. Grupy does not move the money itself — note what you give back under Money: payments, owed, refunds.
• The same hours decide when a class with no trainer is called off. If nobody takes it by then, Grupy calls it off and tells everybody booked. See Change the trainer or call a class off.

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