Process Overview
Notify Walla Support
Prevent Future Class Bookings
Review Your Plans & Services
Review Other Considerations
Deactivate Your Location
Your Responsibilities When Closing a Location
This article is provided for general guidance only. It does not imply that Walla Support will manage or execute the closure process on your behalf. All actions described here must be completed by you or your designated team. Walla Support is available to answer questions, but the responsibility for managing your business operations—including plan cancellations, refunds, and account adjustments—remains solely with you.
✋ Important: Do not simply deactivate a location as your first step.
Deactivating a location does not automatically handle client plans, credits, or outstanding balances. In fact, deactivating is something you should only do at the very end of your location removal process after you've:
Canceled or transferred all active plans
Processed any necessary refunds or credits
Communicated clearly with clients
Deactivating too early can create confusion, prevent you from resolving client accounts properly, and increase the risk of chargebacks and disputes.
Please follow the steps outlined below for the smoothest transition.
Step 1:
Account Owner – Notify Support as Soon as Possible
Only the Account Owner can initiate the location closure process.
Before you start, please have the Account Owner send an email to Walla Support [email protected] so we can help you plan and avoid any disruptions.
Send an email from the Account Owner’s email address to [email protected]
Include the following details:
The name of the location you’re closing
The projected final date you’ll need Walla services at that location
Whether you’ll need a client data export from that location
Any special considerations for plan or member transitions
📅 Migrating your location to a different platform?
If you're coordinating a transition with a buyer or handing off operations (e.g., selling the location to another party), please let us know as there are additional steps and details to confirm:
Your desired migration date
Whether the new owner will be starting a new Walla account
If you’d like to retain client data for shared clients or historical reporting
If you need client credit card information transferred
This helps us coordinate timing and resource planning for any data transfers or onboarding needed on the new account.
Billing Confirms Account Change
Once we receive your email, Walla Support will forward the information to our Billing Team to confirm the change to your subscription. Our Billing Team will reach out to confirm this change and will discuss the next steps for your Walla subscription.
Step 2:
Prevent Future Class Bookings
Update Class Titles to Communicate Location Closure (Optional)
Why update the title?
If classes remain visible on the schedule for any reason—even if clients can’t book—having an eye-catching title helps reduce confusion. It shows that the class is intentionally marked for change and isn’t just missing.
You can skip this step if you will be deactivating the class completely.
Navigate to the Class Schedule.
Find the class you'd like to update—for example, all Thursdays at 8 AM—and select Edit All.
Choose "Change Other Settings" and make sure the date, rate, and correct date range are selected.
Update the class title to include an emoji or message. (This doesn’t affect reporting. Even though the class will be canceled later, adding a visual cue like an emoji helps catch attention and signals a change.
Select Save and Close.
Cancel Classes to Disallow Online Booking and Drop-in Purchases
Remember, drop-ins are tied to class schedules and are not created as separate plans. As long as you have bookable classes on the schedule and allow drop-ins for the classes, then clients can purchase drop-ins. To disallow booking and not allow drop-in purchases you must either cancel future schedules or uncheck Visible to Public (which allows online booking). There are multiple options on how to manage this as you close down your location. Please review both before making any changes.
Option 1: Cancel Scheduled Classes
💡 Important: Canceling a class will:
Remove all existing client bookings for that session
Prevent any future sign-ups
Automatically refund drop-ins
Return sessions to any applicable client plans
Send a notification to clients if Class cancelation transactional emails are not unchecked
📌 Note: There is no report that lists which clients were canceled once a class is removed. If you’d like to track this, we recommend taking screenshots or exporting bookings in advance. How you choose to manage this step is completely up to you.
To stop drop-ins and prevent future client bookings, follow these steps to cancel scheduled classes from a specific date forward"
First, deactivate the Class Cancellation transactional email in your Communication Settings. ⚠️ This setting applies across all locations—disabling it will stop cancellation emails from going out platform-wide temporarily.
Under Manage Services, choose Classes
Select a location from the dropdown on the class tile.
Click Go on the class tile.
On the schedule, select the class date and time you want to cancel.
Select Cancel All
Choose a Cancel Start Date and confirm.
Repeat this process for each class that needs to be canceled.
Re-enable the Class Cancelation transactional email
Option 2: Uncheck Visible to Public from Date Forward
💡 Important: Unchecking show to public for a class will:
Keep all existing client bookings
Prevent any future sign-ups
Will not automatically refund drop-ins
If sessions are not canceled after class takes place clients will be charged a No Show fee
Classes will not be visible on the schedule from the specified date forward
To stop drop-ins and prevent future client bookings while keeping existing bookings, follow these steps to Uncheck Visible to Public from Date Forward for classes:
Under Manage Services, choose Classes
Select a location from the dropdown on the class tile.
Click Go on the class tile.
On the schedule, select the class date and time you want to cancel.
Select Edit All
Select Change all other settings
Choose a date under Date range Update classes starting on...
Scroll down and uncheck Visible to the Public
Save
⚠️ Important Note About Deactivating Locations and Canceling Classes
When you deactivate a location in Walla, you'll be prompted with the option to cancel all remaining classes at that location. If you check this box, any upcoming bookings tied to those classes will be automatically canceled.
Depending on your cancellation and refund settings, this action may trigger automatic refunds for clients—especially if the class was part of a drop-in purchase or had a refundable plan.
Before proceeding, we recommend:
Reviewing your Cancellation & Refund Settings under Studio Settings
Manually canceling or rescheduling classes if you'd like more control over the outcome or Uncheck Visible to Public instead of cancelling
Keeping the schedule active temporarily, if needed, to review and manage future bookings manually
This step ensures you're not unintentionally processing refunds or removing bookings without review.
Step 3:
Review Your Plans & Services
Deactivate location-specific plans from online purchase to prevent future purchases
Remove upcoming classes, enrollments, and appointments at the location
Disable online booking for appointments and cancel/reschedule appointments that are planned for after the closure.
Review client accounts with active plans
Prevent New Plan Purchases
Make sure clients cannot buy new plans at the closing location. Remove plans from being listed online and remove client purchasing capabilities. You must turn off online booking under Plan Management.
You can do this under Plan Management and repeat for each plan type by following these steps:
Navigate to Plan Management
Select a Plan
If you have the standard plan to location set up and do not have different prices or contracts set up per location, choose Description & Availability, then uncheck List Online
If you have the per location set up then select the Location Settings
Choose the three dots on the far right
Select Deactivate next to a plan's location
Walla is not responsible for chargebacks, disputes, or refund obligations related to your business. These remain your responsibility, even if your location has closed or you have stopped using Walla. Any chargebacks that occur after you discontinue service or close your account will still be directed to you as the merchant of record.
Client Active Plans
Stop Recurring Plan Payments for Active Plans
Client plans are not automatically canceled or reassigned when a location is deactivated. Managing client plans during a closure or transition is the responsibility of the business.
Cancel Each Client Plan Individually
If your location is closing completely and your clients cannot use their plan at another location, you must cancel plans directly from the client profile. You will need to go into each client profile and cancel their plan.
Search the client’s name and navigate to their profile
From the client’s profile select the Overview Tab
Select the three dots on the top right of the plan tile
Choose cancel
Complete the plan cancelation
Repeat for each client
Client Notifications When Cancelling Plans
Your clients will receive the Plan Cancelation email when you cancel each plan. You will want to disable the Plan Cancelation transactional notification so they do not get a notification. You can only disable the Plan Cancelation transactional notification on a global basis and not on an individual location basis. Follow these steps to disable this notification:
Select your profile icon on the top right
Choose Business Settings
Select Transactional Notifications
Uncheck the "Sent when a plan is canceled" notification
Cancel one or more client plans
Enable the "Sent when a plan is canceled" notification
Helpful Reports to aid in canceling plans and viewing upcoming recurring payments
You can view a list of active plans in the Reports Center
From the main navigation menu select Report Center
Under the Plans tab, select Active Plans
You can view a list of active upcoming recurring plan payments in the Reports Center
From the main navigation menu select Report Center
Under the Financials tab, select Recurring Plan Payments
Paused plans: Be mindful of paused recurring memberships that may resume after the transition
Closing with Transfer to Another Location
If you’re moving clients to a different location that’s already set up in your Walla site, you have a few options to ensure a smooth transition:
a) Use the Plan Change Tool
If the client's plan will no longer be offered or useable at another location, this option allows you to update the client to a new plan on their next billing renewal date. This helps avoid gaps in service or confusion about where their plan applies. Not all plans are eligible for a Plan Change, so confirm the plan's settings before making changes.
b) Cancel and Sell a New Plan
You can cancel the client’s current plan effective immediately or at the end of the billing cycle, then sell a new plan for the desired location. This is a good approach if pricing or inclusions are different at the new site.
c) Update Plan Location on the Client Profile
For certain plan types, you can adjust the plan’s associated location directly in the client’s profile without canceling or using the Plan Change tool. Not all plans are eligible for this, so confirm the plan’s settings before making changes.
Be sure to clearly communicate any changes in billing, access, or plan benefits with your clients to avoid misunderstandings.
Closing Without Transfer to Another Location
If you’re closing your business entirely and not moving clients to another Walla location, you’ll need to plan carefully for any remaining purchases, credits, or prepaid balances.
Important considerations:
Refunds or Credits
You are responsible for refunding or otherwise resolving any prepaid services that you will no longer provide. This includes memberships, class packs, and prepaid appointments.Legal and Financial Responsibility
As the business owner, you have a legal obligation to fulfill or refund any active agreements with clients. Failing to do so can result in disputes and chargebacks.Chargebacks: If a client disputes a charge with their bank or credit card company, funds can be withdrawn from your merchant account automatically. You are fully responsible for these chargebacks and any associated fees.
Local Regulations: Consumer protection laws in your area may require you to issue refunds for unused services or unredeemed gift cards. Consult your legal advisor to confirm your obligations.
Clear Communication
It’s best practice to inform clients as early as possible about the closure, how refunds or credits will be handled, and what to expect next. Providing clear written communication can help reduce disputes and maintain goodwill.
Step 4:
Review Other Considerations
💬 Automations & Marketing Journeys
Review Journeys and automations that are tied to the closing location.
Toggle off or adjust automation details for any automations that may still be targeting that location’s clients.
🛒 Retail Items
Reassign products to remaining location(s) if needed.
📊 Reporting & Data
Archived locations still appear in Reports, which is helpful for historical record keeping.
Let us know if you’d like to export client or location-specific data before your access ends—we’ll loop in the Data Migration team as needed.
Step 5:
Deactivate Your Location
Once you have completed the steps above to cancel or transfer all active plans, process any necessary refunds or credits, and you have communicated clearly with your clients, you can deactivate your location in Walla.
We recommend saving this as your last step to complete on the date of your closure.
🔁 How to Deactivate a Location:
Go to the Locations tab
Find the location that will be closing and click the editing menu (...)
Click "Deactivate"
If you are a multi-location business and the closing location is set as the Default Location, you will first need to change the Default Location before you can deactivate.
Location Deactivation Behavior in Walla
Schedules are removed and future bookings deleted when a location is archived—unless you check the box to keep the schedule active.
Client plans and home locations are not automatically reassigned.
Home location will only update after a new plan is purchased at a different location.
For any questions or to schedule a walkthrough call, reach out to our Support team—we’re happy to help guide you through each step.