New Feature Alert! As of December 2024, we have expanded your ability to customize cancellation policies for your business!
Punchpass offers the flexibility to define cancellation windows for classes and recurring class times, in addition to your overall business cancellation policy. This feature allows you to tailor the cancellation experience to meet the needs of your studio and your clients, whether you're managing private sessions, day retreats, or regular group classes.
Who can use this feature?
Custom cancellation policies are available for all Punchpass plans.
Here’s how you can set up and manage cancellation windows:
Setting Up Cancellation Policies for Your Business
To begin, establish a default cancellation policy for your studio. This serves as the baseline for all classes and events unless a custom window is applied.
Go to Manage > Settings > Online Reservations.
In the Preferences section, set the default cancellation window for your business. This determines how far in advance customers must cancel their reservations.
If you'd like to add a late cancellation policy, please review our guide on "Allowing Customers to Late Cancel."
This default policy is perfect for studios with consistent class schedules but can be adjusted for unique cases using custom settings.
Setting Custom Cancellation Policies by Class
If you have different cancellation needs for your classes, like for special events versus group classes, we’ve got you covered! Now you can easily create custom cancellation windows tailored to each class type.
Here’s how:
Go to Manage > Classes and select a class.
From the class overview page, click the Actions dropdown and select Edit on the class you want to customize.
In the Reservation Settings, specify the custom cancellation window.
Example: Set a 2-day window for all of your workshop classes.
Preventing Customers From Canceling their Reservations
Additionally, you can prevent customers from canceling a reservation altogether for specific classes. Simply check the option to "Prevent customers from canceling" when the cancellation window arrives.
This can be helpful for special events or classes where last-minute cancellations are not allowed.
This customization ensures you can meet varied needs across your schedule, such as stricter policies for premium or resource-intensive events.
Defining Cancellation Policies for Recurring Classes
For example, if you want to create a stricter cancellation policy for your Tuesday classes at 6:45 pm at a particular location, you can easily set that up! Now you have the flexibility to tailor the cancellation policy just the way you want it.
To adjust the cancellation window for an existing recurring class:
Go to Manage > Classes and select a class.
From the class overview page, click on the Manage the Schedule button.
Next to the desired class time, press the Edit button.
On the Edit Class Time page, press the Change Details button.
Select the option to "Set custom cancellation window for this class?" and select your cancellation window.
Press the Update Class Time Details to save.
To create a new recurring class with your custom cancellation policies:
Sharing Your Cancellation Policies with Your Customers
It’s important to clearly communicate your cancellation policy to your customers. Here are some ways to make sure your policies are visible and easy to find:
Add Polices to Your Public Schedule. Display your cancellation policy at the top of your schedule page so customers can easily see it. Go to Manage > Settings > Public Schedule to add the information.
Include Policies in Class Descriptions. When setting up your classes, include your cancellation policy directly in the class description. Simply go to Manage > Classes, select the class, and update the description to include your policy.
Consider adding a Booking Agreement. You can make sure customers acknowledge your cancellation policy before making a reservation by adding a booking agreement. Here's how to create a booking agreement.
Customize Reservation Confirmation Emails. Punchpass lets you customize the confirmation email sent to customers after they make a reservation. In the Customer Communications section (Manage > Settings > Customer Communications), you can enable reservation reminders and personalize the message, ensuring the policy is clearly stated. More information on customizing the automated notification emails.
Additionally, you may want to review how customers experience cancellations from their perspective.
We have a guide that explains how customers can cancel their reservations and what they will see when interacting with the cancellation policy. This can help you better align your policies with the user experience.
By sharing your cancellation policy across multiple touchpoints, you'll help set clear expectations for your customers, reducing confusion and last-minute cancellations.
Examples of Real-Life Use Cases
Here are some scenarios where custom cancellation windows make a difference:
Workshops: A yoga studio sets a 3-day cancellation window for retreats to allow time to fill the spot if someone cancels.
Private vs. Group Classes: A Pilates studio allows last-minute bookings for group classes but requires 24-hour notice for private sessions.
Weekend Classes: A fitness studio adjusts the Friday evening cut-off for Saturday morning classes to reduce last-minute cancellations.
How Cancellation Policies Impact Series
If you're offering a series of classes, the series will follow the custom cancellation policy set for the class it's based on (as described above).
If no custom policy is set, the series will use the cancellation policy defined in your business's Online Reservation Settings.
Need More Help?
For further assistance with setting up or refining your cancellation policies, feel free to reach out to our support team. We’re here to help you create the best experience for your studio and your customers!