If you charge clients a Late Cancellation or No-Show fee:
🕒 The fee will charge 24 hours after class ends.
📩 Transactional Notifications (if enabled) —
Clients receive a Late Cancel or No-Show email 12 hours after class.
✅ If you return the session and stop the fee before the 12-hour window, no notification will be sent.
👉 You can manage late cancels and no-shows from:
The Class Roster, or
The Class Cancellations & No-Show report.
📋 Managing Late Cancellations and No-Shows from the Class Roster
Here’s how to review and adjust late cancels and no-shows from the roster:
From the main navigation menu select Class Schedule
Select the class you want to manage
In the Class Roster, click the Late Cancellations & Client No-Shows tab
To update a client’s penalty:
Select Edit Penalty.
Choose whether to Apply the fee and/or Return the session.
Click Save to confirm.
🕓 Timing Overview: Fees, Refunds, and Session Returns
Action/Event | When It Happens | Details |
Class Ends | At class end (0 hours) | Session and fee adjustments can be made. |
Notification Sent | 12 hours after class | If enabled. No email is sent if penalty is waived before 12 hours. |
Fee Processes | 24 hours after class | Fee is charged unless penalty is waived first. |
Limited Plan Return | 24 hours after class | Session automatically returns to client’s plan. |
Drop-In Refund | Immediately after class | Refunds automatically based on Refund Settings. |
Fees
If you charge a fee: it will still be processed 24 hours after the class ends unless you waive it before then.
If your cancellation policy is set so that the client does not lose the session, fee, or credits:
Drop-ins
Drop-ins will automatically refund after the class ends.
When a drop in is returned the drop-in goes back to either the original payment method or account balance, depending on your Refund settings.
Note: If the drop-in was paid with a credit card, refunds cannot be reversed once processed. Refunds to account balance can not be changed to a different payment method.
Limited Plans
Sessions from limited plans are automatically returned 24 hours after the end of class.
Returning the session immediately gives back any class sessions from limited plans
💳 Refunding a Fee After It’s Been Charged
To refund a late cancellation or no-show fee after it's been processed:
Navigate to the client’s Profile.
Open the Transactions tab.
Find the transaction you want to refund.
Click the three dots (⋮) next to the transaction.
Select Refund.
You can choose to refund it back to the card, as cash, or issue it as account balance.
🔄 Adjusting How a Drop-In Refund is Issued (Manual Refund Workaround)
Normally, refunds follow your Refund Settings automatically.
However, if you want to manually issue a different type of refund (for example, refund to cash instead of card), here’s how:
At the time of cancellation, uncheck the box that says Return the session, fee, or credits used to pay for class.
Complete the cancellation.
Go to the client’s Transactions tab.
Find the original drop-in purchase and click the three dots (⋮).
Select Refund and choose where the refund should go:
Back to the credit card
As cash
To the client’s account balance
You can issue a full refund or a partial refund, depending on the situation.
⚠️ Important Reminders
Once a refund is issued to Account Balance, it cannot be reversed to a credit card or cash refund.
Always uncheck "Return the session, fee, or credits" first if you plan to manually refund.
Clients can use their Account Balance for purchases through:
The booking widget
In-studio purchases
The Walla App