Facilitate the cancellation process by configuring policies that will automatically apply to a client's billing when canceling a session activity.
Before getting started, download the Cancellation Policies in the Apps tab. Then, make sure you have an appropriate ledger code to track your policy charges.
In this article you will learn how to:
Create a Cancellation Policy
Before the activity has started
After the activity has started
Link a Policy to a Program
Click here to learn what you can expect when an administrator or client cancels an enrollment with a cancellation policy.
1. Create a Cancellation Policy
Policies are created and managed in the Accounting and finance>Policies subtab. You can add a cancellation policy, or select an existing one to modify and/or archive at any time. Here are some important things to consider:
The policy name is visible to administrators only. It is not visible to clients.
Select which ledger code and taxes to apply in the event you add an administrative fee to your cancellation period(s). Adding an administrative fee is optional.
A cancellation period is a rule within a policy. Add as many periods as necessary to determine how much will be credited, refunded, and/or charged to the client if they cancel their enrollment before or after the activity has started. Multiple periods allows you to tailor credit/refund/fee calculations using a more granular approach, based on when the enrollment is canceled.
Keep in mind that only one cancellation period per policy can be applied per invoice.
📅 Before the activity has started
If a client cancels their enrollment before the activity has started, Amilia will apply a credit, refund and/or administrative fee to the client's billing based on the available cancellation period(s).
Choose to credit or refund a percentage of the session activity's cost.
If you add an administrative fee, specify the dollar or percentage amount.
Until when will the cancellation policy be applied? A cancellation policy is applied as long as there is an an eligible cancellation period to refer to. For example, if within a period you were to write 4 days, the cancellation policy would be applied to canceled enrollments up until 4 days before the activity's start date. If a client were to cancel 4 days or less before the activity's start date, the cancellation policy would not be applied.
Add additional cancellation period(s) if required. Amilia will refer to whichever period is in effect when applying the policy to the client's invoice.
Below, the cancellation policy has 3 eligible periods before the activity starts. Let's assume the session activity starts on May 14th:
👉 If a period no longer applies, Amilia will refer to the next eligible period. If no other eligible period exists, the cancellation policy cannot be applied.
📅 After the activity has started
If a client cancels their enrollment after the activity has started, Amilia will apply a credit, refund and/or administrative fees to the client's billing based on the available cancellation period(s).
Until when will the cancellation policy be applied? A cancellation policy is applied as long as there is an an eligible cancellation period to refer to. For example, if within a period you were to write 4 days, the cancellation policy would be applied to canceled enrollments up until 4 days (inclusively) after the activity's start date. If a client were to cancel 5 or more days after the activity's start date, no cancellation policy would be applied
Add additional cancellation period(s) if required. Amilia will refer to whichever period is in effect when applying the policy to the client's invoice.
Below, the cancellation policy has 3 eligible periods after the activity starts. Let's assume the session activity starts on May 14th:
👉 Enabling the prorata option creates a separate period that will credit the client an amount based on the number of classes remaining in the session (at the time of cancellation). Choose whether to add an administrative fee. This period is applied when no other 'after the activity' period is in effect.
Creating multiple periods allows you to tailor how much is calculated based on when the enrollment is canceled.
If a client cancels their session activity between May 1st and May 6th, this period will be applied, meaning clients can expect a refund of 75%, but will see a 5$ administrative fee. This period is in effect until 7 days before the activity. So on May 7th, this period will no longer apply.
If a client cancels their session activity between May 7th and May 11th, this period will be applied, meaning clients can expect a credit of 25%, with an administrative fee of 5$. This period is in effect until 2 days before the activity. So on May 12th, this period will no longer apply.
Cancellation period #1 :
This period applies if an enrollment is
canceled before May 1st.
The client can expect a payment refund
of 100%.
In effect until 14 days before the activity.
It no longer applies as of May 1st.
2. Link a Policy to a Program
You can link one cancellation policy per program in the Activities>Programs subtab. The policy applies to session-based activities only. It cannot apply to drop-ins nor private lessons.
Edit the program. In the Cancellation policy section, choose a policy. Its criteria will appear underneath. It is only possible to link one policy per program.
If selected, clients can cancel their registration to a session-based activity via the Amilia app. If you leave the box unchecked, clients must contact your organization directly to cancel. HOW DO THEY DO THIS?
Save your program.
