Click here to learn more about cancellation policies on session activities.

Admins with permission can choose which drop-in activities support client cancellation, giving participants the autonomy to cancel drop-ins from their personal account. This helps maximize your wait lists, improve self-serve transactions and limit back and forth between admins and participants.

1. How to allow clients to cancel

To allow clients to cancel drop-ins by themselves, go to the Activity > Edit subtab and open the activity's configuration window:

Scroll down and expand the Drop-ins section to 'Allow clients to cancel'. This option is turned on by default when creating new activities.
Clients may cancel their registration to the drop-in occurrence up until the deadline. By default, it is set at 12 hours for new activities. Change this setting anytime.
Save the activity.

🎗️ Cheat sheet for client cancellations on drop-ins

Client drop-in cancellations are supported regardless of discounts or how the drop-in was paid for (money, credit, multipass, scholarships, unpaid, etc.,) The same is not true for client cancellations on session activities.
The credit that is automatically applied won't exceed the amount that was paid. However, refunds must be done by an admin in the client's billing.
Don't forget to cancel linked installments in the client's Upcoming payments.
This article explains to clients how they may cancel a drop-in on their own.

2. How clients cancel drop-ins from their account

If allowed, clients may cancel their drop-in registration directly in the store. Upon cancellation, a confirmation email is sent to the account owner and a record is kept in their personal account under the Communication tab. When the account owner cancels a drop-in, their name appears on the cancellation confirmation.

To cancel a drop-in from the personal account, click the occurrence from the Calendar in the Home tab. Alternatively, click the Purchases tab, select the organization and scroll to the Drop-ins section of the participant.

Click on the name of the drop-in. This redirects to drop-in store page.
In the calendar, select the same drop-in (as if you were registering).
In the window, click 'Unregister' next to the registered participant's name.
When the participant is 'Successfully unregistered', you may register someone else, continue shopping, or close the session.

If a drop-in is ineligible for cancellation, the 'Unregister' button won't show.

3. How clients can cancel drop-ins from the Amilia app

Clients can also use the Amilia mobile app to cancel eligible drop-ins. Here are the steps:

Click on the drop-in you would like to cancel in your Schedule.
Click on Cancel this event.
The participant will be notified of whether they will be credited for the cost of the drop-in in accordance with the Cancellation Policy you set. Click Terminate enrollment to confirm the cancellation. The participant will see a Success message to confirm the drop-in has been cancelled.

Frequently Asked Questions

What permissions is needed to enable cancellations on drop-ins?

Admins need the 'View programs and activities' and 'Modify activities' permissions to be able to turn on/off cancellations on drop-ins.

Which type of activities support client cancellation?

Participants may cancel a session activity by themselves using the Amilia app, however a cancellation policy on the program level must be put in place.

Participants may cancel a drop-in activity from their personal account or from the Amilia app, as long as the drop-in allows clients to cancel.

Participants are unable to cancel facility bookings or private lessons by themselves.

What happens if a client cancels a drop-in that was paid with a scholarship?

If a participant cancels a drop-in that was paid for with a scholarship, the scholarship funds are automatically returned to the main scholarship fund.

What notifications are sent when a client cancels a drop-in?

Each time a client cancels a drop-in themselves, a cancellation confirmation is emailed to the account owner and a record is saved in their personal account under the Communication tab.

If a calendar invitation was sent to the participant when they registered to the activity, a calendar notification is sent to remove it from their personal calendar.

Admins don't receive a notification when clients cancel their drop-in.