Overview

Cancellation controls what the customer can do with the contract between booking and the start date of the contract.

Setting your cancellations terms here will enable customers to cancel on their own contract through their customer portal, per the restrictions you build in this spoke.

A cancellation spoke is not required.  If you do not allow cancellation - only staff can cancel with override - you do not have to add a spoke here - leave this one blank.

Cancel Reasons

Cancel Reasons can be configured both for staff facing and customer facing cancellations in 
Manage > Organization & Facility Settings > Lists 

Cancel Reasons are configured by location and are shared by all plans

A brief message can be added to the cancel form on each individual plan, displayed when the customer clicks to cancel the contract within the portal. Configure this in the Presentation Spoke

Configure Cancellation Rules

Set Facility Online Refund Default

Go to Manage menu> Organizational & Facility Settings> Storefront Facility Settings

• Under Payment Configuration enable/ disable toggle for Automatically refund simple payments when canceling contracts.
  • ENABLED
    • Online refunds will be processed to the original method of payment
  • DISABLED
    • Online refunds will be provided as store credit

Note: this action can also be set at the plan level in the cancellation spoke directly.

Adding Cancellation Terms

Within a plan select the Cancellation Terms Spoke

1. Press “New Cancellation Terms”
2. Edit the terms
   • See Cancellation Rules Overview
3. Assign a facility to the terms to make it active

Cancellation Rules Overview

Cancellation rules can be configured with no restriction up until the start date/time, relative to the booking date/time, relative to the contract start date/time, or as of a fixed date. 

When setting a relative cancellation, think of it as, "from the booking date until [the rule shown here]'

1. Give a version name
2. Toggle On “Allow Cancellations”
3. Set a Rule Threshold
   • No Restriction (can cancel up until the contract start time)
   • Fixed Date / Time
   • Relative to Booking Date
   • Relative to Contract Start Date
4. Set a relative time expression (if applicable)
   • Subtract to set the cancellation rule relative to the contract start date (ie, "from the booking date until x days before the contract start date")
   • Add to set the cancellation rule relative to the booking date (ie, "from the booking date until x days from now)
   • Days are set to midnight
   • Hours will look at the start time and count backwards
5. Enable or disable cancellations for the rule
   • If there is a no cancellation policy leave this disabled (see example below)
   • Enabling this displays the cancellation option for customers in their Online Profile.
6. Select a Refund Type
7. Select how the refund will be provided for online cancellations
   • Use facility default
   • Give store credit
   • Refund to original payment method
8. Select a Partial Refund Type (if doing a partial refund)
9. Select a fixed amount (if doing a partial refund) 
10. Select a product (if doing a partial refund)

Multiple Cancellation Rules

When setting up multiple rules

• Set them up first (top) to last (bottom)
• The first rule to match will win

Rules are based on matching two sets of dates:

-Relative to Contract Start Date <Rule Threshold date>

1. Anything from the booking date until 30 days before contract start date: 75% refund
2. Anything from the booking date until 3 days before contract start date: No refund
3. No Restriction = Anything else up until the start date: Do not allow Cancellations

If No Cancellation Terms Spoke is Created

If no Cancellation Terms are configured then the customer will not be able to cancel through the Customer Portal and Staff will receive the following pop up (image below). Staff will also receive this prompt if they are trying to cancel a contract when the Cancellation Terms do not allow cancellations. Staff will not be able to override the cancellation terms without:

Optional Permission: Override Cancellation Terms