Managing Enrollment Cancellation Policies

You can set your enrollment cancellation policy for both members and non-members to control how cancellations are handled when clients are removed from an enrollment.

👥 Who Can Cancel Enrollments

Only staff can cancel a client’s enrollment.
Clients cannot cancel themselves — either through the Walla App or the website widget.
All enrollment cancellations must be processed by a staff member.

💵 Enrollment Cancellation Fees

When a client is removed from an enrollment, staff have the option to charge or waive an enrollment cancellation fee.

You can set a default enrollment cancellation fee under your Business Settings.
The fee is triggered when you remove a client either:
- Directly from the Enrollment Roster, or
- From the client’s profile under their enrollment details.
Before finalizing the cancellation, staff can change or remove the fee entirely.

You can set a default enrollment cancellation fee under your Business Settings.

The fee is triggered when you remove a client either:

Directly from the Enrollment Roster, or

From the client’s profile under their enrollment details.

Before finalizing the cancellation, staff can change or remove the fee entirely.

If you choose to charge the fee and the client does not have a credit card on file, the fee will automatically be charged against the client's account balance.

📍 Enrollment Cancellation Settings by Location

Enrollment policy settings can be edited at both the global level and the individual studio (location) level.

If you make changes at the location level, those settings will override your global enrollment cancellation settings for that specific location.
This allows you to customize enrollment policies based on the needs of each studio.

If you make changes at the location level, those settings will override your global enrollment cancellation settings for that specific location.

This allows you to customize enrollment policies based on the needs of each studio.

⚙️ How to Set or Update Your Enrollment Cancellation Policy

To manage your cancellation policy:

Go to Business Settings.
Select Manage under Classes/Enrollments → Waitlist & Cancellation.
Set your Enrollment Cancellation Fee settings.

Go to Business Settings.

Select Manage under Classes/Enrollments → Waitlist & Cancellation.

Set your Enrollment Cancellation Fee settings.

⚡ Important:
Clients cannot manage their own enrollment cancellations.
All enrollment removals must be handled manually by staff.

Managing Enrollment Cancellation Policies | Walla Support Center