Walla's Click-to-Cancel feature enables clients to initiate cancellations online via the widget.
This feature notifies studios of requests and maintains records in the dashboard. It does not automatically process cancellations or override existing studio policies and agreements, nor does it guarantee complete compliance with any regulations, as studios remain responsible for ensuring their overall practices meet any requirements.
What does Walla’s Click-to-Cancel feature do?
Allows clients to submit cancellation requests online through the widget. Requests are tracked and an email is sent to management. Staff can then review requests against existing policies. Studios are responsible for processing requests and ensuring compliance with any applicable laws.
How do I choose which plans allow cancellation requests?
In Plans → Description & Availability, simply check or uncheck Request Cancel Online for each plan. This lets you enable or disable the feature on a per-plan basis.
What happens when a client submits a cancellation request?
Their request appears on the Request to Cancel dashboard card, and a notification email is sent to your designated staff roles. All approval and processing steps remain under your control.
Will memberships be canceled automatically?
No—you’ll receive the request but must review it against your terms before taking action. The system does not process cancellations, issue refunds, or override any existing agreements.
Who gets the notification email?
By default, Location Managers (and Business Managers, if assigned that role) receive the notification. In a franchise setup, only the Location Manager is notified.
How can I change who receives notifications?
Open the Request to Cancel dashboard card
Click the ⚙️ gear icon
Select which staff roles should receive the emails
Can I customize the email my client sees?
Yes. Navigate to Business Settings → Transactional Notifications, find Plans: Sent when a plan is cancel requested, and edit the subject line and body as needed.
What if a client hasn’t fulfilled their commitment period?
You decide how to handle early cancellations or outstanding fees. Process each request in line with your membership agreement and studio cancellation policies.
Where can clients submit cancellation requests?
Only via the embedded widget on your website. Walla App and Branded App based cancellations will be added in a future update.