🚫 6.10 No-Show & Late Cancellation Fees

Late cancellations and no-shows can cost your community revenue and take spots other members could have used. With a Refund & Cancellation Policy, you can charge a fee when an attendee cancels late or doesn't show up, and choose whether those fees are charged automatically or reviewed by you first.

You can set your policy in two places:

Community level (Settings > Policies): sets the default policy for each experience type (events, classes, and retreats).

Experience level: overrides the default policy for one specific experience.

Please note: Adjusting these policy settings is currently only available via web browser.

Policy Settings You Can Customize

Policy Setting	What it does
Refund Policy	When enabled, attendees can receive a full refund unless a late cancellation fee applies. When disabled, cancellations are non-refundable.
Late Cancellation Fee	Set a cutoff window for cancellations. If an attendee cancels within this window, they can be charged a fee set as either a dollar amount ($) or percentage (%).
No-Show Fee	Set a Mark as no-show window after the experience begins. Attendees who have not checked in within this period can be marked as a no-show and charged a fee set as either a dollar amount ($) or percentage (%).
Allow Rescheduling	Allow attendees to move their booking to another upcoming listing. You can optionally charge a rescheduling fee. If the new booking costs more than the original, the attendee will also pay the price difference.
Enforcement	Choose whether applicable fees are processed Automatically or require Manual Review.

Set Your Community-Level Policy (Settings)

Use this option to set the default Refund & Cancellation Policy for each experience type in your community. For example, you can allow refunds with no fees for events, while charging late cancellation and no-show fees for classes.

Visit dashboard.sweatpals.com

Select the Settings tab

Navigate to Policies

Open Refund & Cancellation Policy

Select the experience type you want to configure

Customize your policy as you wish

Click Save

Override the Policy for a Specific Experience

If one experience needs different rules than your community default, you can customize the Refund & Cancellation Policy for that experience only. Your other experiences will keep following the policy set in Settings.

Visit dashboard.sweatpals.com

Select the Experiences tab

Create a new experience or edit an existing one

Select +Refund & Cancellation Policy

Customize the Refund Policy, Late Cancellation Fee, No-Show Fee, Allow Rescheduling, and Enforcement settings as you wish

Click Save & Publish

Fees for Plan Holders

By default, all plan holders are exempt from fees. If you'd like your active plan holders to follow a different fee structure, click the current policy to edit it.

Reviewing Late Cancellation and No-Show Fees

Late cancellation fees appear for review shortly after the attendee cancels within the late cancellation window you set up (e.g. 1 hour).

No-show fees appear for review shortly after the member is not checked in within the no-show window you set up (e.g. 15 minutes). It may take up to 20 minutes to appear following the no-show window.

To review pending fees (whether automatic or manual):

Visit dashboard.sweatpals.com

Select the Experiences tab

Find and select the experience

Toggle into the Late Cancels/No-Shows tab

Review the Completed or Queued fees

Confirm or waive the charges as you see fit

Please note: All fees with a Queued status are scheduled to occur, but have not been completed yet. All automatic fee applications will sit in a Queued status for up to 1 hour after the experience to give you flexibility to prevent charges. Hosts currently need to review pending fees within each individual experience.

2.2 Event Registration & Attendees