Booking & Cancellation Policies

Review these settings before launch so staff can explain when customers may book and what happens when they cancel.

Set the studio booking window

Open Settings > Classes > Booking Window.
Set Booking opens before start to control how far ahead customers can book.
Set Booking closes before start to control when booking ends.
Choose Save.

For example, opening seven days before and closing one hour before creates a booking window from one week before the class until one hour before it starts.

Class templates have booking-window fields under Advanced that can override the studio default. If the booking window differs from what you expected, check the template's settings or contact Vygor.

Set or change your cancellation policy

Work with Vygor to set up or change your cancellation policy. Send the cancellation window, late-cancellation and no-show rules, and intended refund behavior.

Waitlists

For a full class with a capacity limit, customers may join the waitlist when available. Joining the waitlist does not guarantee a place.

When a cancellation or capacity increase creates space, Vygor moves customers from the waitlist into the class in signup order, subject to these conditions:

Vygor stops automatically moving customers into the class four hours before it starts.
There must be enough room for the booking and its guests together. A larger party may be skipped if only a smaller number of places is available.
If payment is required, it must succeed before the booking is confirmed. Customers receive a confirmation email when they get a place, or a separate notification if payment fails.

Class credits used for a waitlist booking are reserved. Cancelling that booking returns the reserved credits. Other payment methods are charged only when the customer gets a place in the class.

If a place opens within four hours of the class, review the roster and coordinate the booking with the customer.

Cancel a customer's booking

Find the booking in Check In or the customer's Activity.
Choose Cancel.
Review whether the customer's guest bookings will also be cancelled. Adjust the guest option if appropriate.
Read the policy warning and confirm the intended action.

Refunds, returned credits, and late-cancellation fees depend on the class's cancellation policy and how the booking was paid. Check the policy before confirming whether the customer will receive a card refund or returned credits.

Record a no-show

Use No Show for an eligible booking when the student did not attend. Review the policy warning first; this action can have payment or credit consequences.

Make a policy exception

Select Override Policy in the cancellation dialog when your studio intends to waive the late-cancellation or no-show policy for that action. The applicable refund type still determines whether money or credits are returned; an override does not guarantee a card refund.

A booking already checked in cannot be cancelled through the normal cancellation flow. Review the attendance record before trying again.

Get help with a cancellation

For a specific issue, send the booking, payment method used, cancellation time, and expected outcome. See Transactions for payment review.