The Cancellation Policy page sets your default cancellation rules for classes, appointments, and memberships in one place. You can override these defaults for individual classes, class templates, and other items at any time.
What You Can Control
On the Cancellation Policy page, you can:
choose what customers get back when they cancel.
label late cancellations so you can filter reports by them.
set how many hours before class counts as a late cancellation.
auto-charge customers for late cancellations and no-shows.
Set Your Default Cancellation Policy
Click Settings > Cancellation Policy.
Click a tab: Classes or Appointments.
Choose what customers get back when they cancel:
No credits back: Customers can cancel their attendance but get no automatic credit. To claim a credit, they contact you directly, and you decide whether to give one from their customer profile.
Credits back to packs: Customers get a credit back only for classes booked with a class pack or a subscription with a usage limit, and only if they cancel before the cancellation cut-off. Momence automatically adds the credit back to the pack or usage limit. For any other purchase, you can credit the customer manually from their customer profile.
Credits back for everything: Customers get a credit back if they cancel before the cancellation cut-off. Momence adds the credit back to the pack or usage limit automatically for classes booked with a class pack or a subscription with a usage limit. For any other purchase, Momence returns the amount as credits to the customer’s account.
Click Apply changes.
Example: Your class policy is Credits back for everything, and your credit cut-off is 24 hours. A customer pays for a class with a credit card, then cancels 25 hours before the class starts. They get Momence credits back, which keeps the revenue in your business. If they paid with a class pack, they get the class credit back.
Track Late Cancellations (Optional)
When you track late cancellations, Momence labels a customer as a late cancel if they cancel within your late cancellation period. You can then filter reports by this label.
Click Settings > Cancellation Policy, then click the tab you want.
Turn on Track late cancellation.
Enter the number of hours in Late cancellation period (“hours before class starts”).
Click Apply Changes.
Auto-Charge for Late Cancellations and No-Shows (Optional)
An attendance penalty rule automatically charges customers after they late cancel or no-show a set number of times. Momence charges the penalty at different times depending on the type:
Late cancellations: Momence charges the penalty when the customer late cancels.
No-shows: Momence charges the penalty 24 hours after the class ends.
Under Auto-charge for late cancellations & no-shows, click Add new rule.
Under What is the penalty for?, select Late cancellations or No-shows.
Under Apply penalty to bookings made with, select Bookings with membership or Bookings without membership.
If the rule applies to memberships, select a membership under Select a membership if using Booking with membership.
Under Charge the penalty if a customer late canceled, select how often to charge, then enter the number of times:
Every
Minimum
Exactly
Choose the time frame to count:
In the past: Enter a number of days.
During membership period: Counts only within the customer’s current membership period. The count restarts when the membership renews.
Under Penalty type, select how to calculate the penalty:
Fixed amount: Charges a set amount.
Percentage of booking price: Charges a percentage of what the customer paid for the booking.
Both fixed amount and percentage: Charges both combined.
Enter the Penalty to charge the customer.
Click Create rule.
Note: A rule counts only the late cancellations or no-shows that happen after you create it.
Tip: Hover over the question mark next to Every, Minimum, or Exactly to read an explanation of each option. The text updates as you change the number. Entering 2 instead of 1 makes the result clearer, for example “charged every 2nd late cancel” instead of “charged every 1st late cancel.” Every 1 time means every late cancellation.
Override the Policy for a Class or Class Template
An override replaces your default policy for one class, or for all classes created from a template.
Click Classes > Class Templates.
Locate the template, click the dropdown menu to the right, and click Edit.
Scroll to the bottom and click Cancellation Policy.
Toggle on Override.
Choose your settings.
Click Save.
Choose whether to apply the change to all future classes created from the template, or only to future classes scheduled after a date you choose.
A green check appears to show that the policy is overridden. To override the policy for a single class, edit the class and scroll to the Cancellation Policy section.
Rules: Auto-charge rules you created on the default page also appear on override pages. You can’t create a new rule on an override page. Create it on the default page first, then toggle it on from the override page.