Prevent a Class Late Cancellation and No-Show Penalty and Fee

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.

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, select 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
Select Save to confirm

From the main navigation menu select Class Schedule

Select the class you want to manage

In the Class Roster, select 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

Select Save to confirm

🕓 Timing Overview: Fees, Refunds, and Session Returns

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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 Return

Immediately after class

Refunds automatically based on Refund Settings.

💰 Fee Timing: When Are Fees Charged?

If you charge a late cancel or no-show fee, it will be automatically processed 24 hours after class ends—unless you waive it before then.

If you charge a fee: it will still be processed 24 hours after the class ends unless you waive it before then.

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.

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

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

💳 Refund 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.

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)

By default, drop-in refunds follow your Refund Settings automatically
If you want to manually refund a drop-in in a different way (e.g., cash instead of card), you can—but only under certain conditions:

✅ You can manually adjust the refund only if:

The class ended less than 24 hours ago
The drop-in has not already been refunded by staff

The class ended less than 24 hours ago

The drop-in has not already been refunded by staff

If those conditions are met and the class was canceled as a late cancel or no-show, follow these steps:

Open the class roster
Head to the No-Show / Late Cancel tab
Select the booking you want to refund
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 and locate the drop-in
Select Refund
Choose your preferred refund method:
- Credit card
- Cash
- Account balance

Open the class roster

Head to the No-Show / Late Cancel tab

Select the booking you want to refund

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 and locate the drop-in

Select Refund

Choose your preferred refund method:

Credit card

Cash

Account balance

⚠️ 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

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

Prevent a Class Late Cancellation and No-Show Penalty and Fee | Walla Support Center