Your cancellation policy directly affects revenue. Too lenient = empty spots. Too strict = angry members who leave entirely.
The sweet spot
8-hour cancellation window is the standard for most boutique studios. This gives enough time to backfill from the waitlist while being reasonable for members.
Write it clearly
One sentence: "Cancellations within 8 hours of class time will result in a class credit deduction (pack members) or $10 fee (unlimited members)."
Communicate everywhere
- During sign-up (digital waiver)
- In the booking confirmation
- In the app settings
- On your website FAQ
Build in grace
One free late cancel per month. Genuine emergencies at staff discretion. This prevents resentment while maintaining the policy.
Enforce automatically
KOLLABO OS enforces cancellation policies automatically — credit deduction, fee charging, and member notification all happen without front-desk intervention.