Overview

The Cancellation spoke determines what actions a customer can take with their contract between the time of booking and the contract’s start date.

By setting cancellation terms here, you allow customers to cancel their contracts directly through the customer portal—within the restrictions you define in this spoke.

Adding a cancellation spoke is optional. If you don’t allow customer cancellations and only staff can cancel using an override, simply leave this section 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

To manage how refunds are handled when canceling contracts:

1. Navigate to Manage Menu > Organizational & Facility Settings > Storefront Facility Settings.

2. Under Payment Configuration, locate the toggle for Automatically Refund Simple Payments When Canceling Contracts.

• Enabled: Refunds are automatically processed back to the original method of payment.

• Disabled: Refunds are issued as store credit.

This setting can also be configured at the plan level with the Cancellation spoke.

Setting Up Cancellation Terms Within a Plan

1. Within the plan, navigate to the Cancellation Terms spoke.

2. Click "New Cancellation Terms" to create a new set of terms.

3. Edit the terms as needed. (For guidance, refer to the Cancellation Rules Overview section below.)

4. Assign a facility to the terms to activate them.

Cancellation Rules Overview

Cancellation rules define when a customer can cancel a contract. These can be set with:

• No restriction (cancellation allowed anytime before the start)

• Relative to the booking date/time

• Relative to the contract start date/time

• A fixed calendar date

For relative cancellations, think of the rule as: "From the time of booking until [the rule specified here]"

Follow these steps to set up a cancellation rule within your plan:

1. 1. Enter a Version Name

      • Give the cancellation rule a clear, descriptive name.

   2. Enable Cancellations

      • Toggle "Allow Cancellations" ON to allow customers to cancel their contracts via their online profile.

   3. Set a Rule Threshold
      Choose when cancellations are allowed:

      • No Restriction – Customers can cancel up until the contract start time.

      • Fixed Date/Time – Set a specific date and time as the cancellation deadline.

      • Relative to Booking Date – Set the cancellation window based on when the customer booked.

      • Relative to Contract Start Date – Set the window relative to the contract’s start date.

   4. Configure the Relative Time Expression (if applicable):

      • Use Subtract to count backwards from the contract start date
        (e.g., "From the booking date until 3 days before the contract starts")

      • Use Add to count forward from the booking date
        (e.g., "From the booking date until 3 days after booking")

      Days count to midnight of the specified date. Hours count backwards from the start time of the contract.

   5. Enable or Disable Cancellations for This Rule

      • Leave this disabled if you do not allow cancellations.

      • Enabling this will make the cancellation option visible to customers in their online profile.

   6. Select a Refund Type

      • No Refund
      • Full Refund
      • Partial Refund

   7. For online cancellations, select here.

   8. Configure Partial Refunds

      • Fixed Refund Amount
      • Charge Fixed Fee
      • Refund Percentage

   9. Configure Fixed Amount

   10. Select a Product to be assigned the refund.

Multiple Cancellation Rules

When configuring multiple cancellation rules, it's important to understand how they are prioritized:

• Rules are evaluated from top to bottom.

• The first rule that matches the conditions will be applied.

The example below shows how multiple cancellation rules are applied. Once the first rule no longer applies, it goes to the next rule in the list:

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

• Customers will not be able to cancel contracts through the Customer Portal.

• Staff attempting to cancel the contract will receive a pop-up notification (see image below).

• This same prompt appears if the configured Cancellation Terms do not allow cancellations at the time of the request.

Staff cannot override the cancellation terms unless cancellation is explicitly allowed in the settings.

Optional Permission: Override Cancellation Terms