When unforeseen circumstances require you to cancel a session for all attendees — such as bad weather, staff illness, or a venue issue — you should cancel through Manage Occurrences, not through the Bookings page. This ensures every affected family is handled correctly and notified in one step.
[!IMPORTANT] Use Manage Occurrences, not the Bookings list. Cancelling individual bookings one by one is intended for personal circumstances (e.g., a parent withdrawing their child). To cancel a session date for everyone, always use the occurrence cancellation flow described below.
Click the red Cancel button next to the occurrence. You will be taken to a Review page before anything is processed.
The review page shows every family with an active booking for that date, grouped together so you can see:
At the top of the page, select a default action to apply to all families with paid bookings:
| Action | What happens |
|---|---|
| Refund | A full refund is processed automatically to the parent's original payment method via Stripe. Funds typically arrive in 5–10 business days. |
| Add to credits wallet | The amount paid is added to the parent's credit wallet. They can use it towards any future booking with you — no expiry date. |
| No financial action | The booking is cancelled but no money is moved. Use this if you plan to handle compensation separately or if no payment was taken. |
If you need a different action for a specific family — for example, refunding most families but crediting one — use the individual dropdown in that family's row to override the default.
A pre-written cancellation email is ready to send. You can personalise the message before sending. The following placeholders are replaced automatically per family:
{{Parent Name}} — the parent's first name{{Session Name}} — the name of the session{{Date}} — the cancelled date{{Time}} — the session start time{{Refund Status}} — automatically replaced with the correct sentence based on the action chosen for that family (refund, credit, or no payment taken)Click Confirm Cancellation. The system will:
To cancel multiple dates at once (e.g., the final three weeks of a term):
Can I still cancel even if the booking is past the cancellation deadline? Yes. The cancellation deadline applies to parents requesting a refund themselves. When you cancel a session, there is no deadline restriction — you can choose to refund regardless of when the session is.
What if a family had a free or unpaid booking? Free and cash-pending bookings are cancelled automatically with no financial action required. They will still receive the email notification.
Can I undo a cancellation? Yes. On the Manage Occurrences page, cancelled occurrences show a Restore button. This makes the date bookable again, but it does not automatically reinstate refunded payments or credits. You would need to re-invite or contact affected families separately.
What if a Stripe refund fails? If a refund cannot be processed (e.g., the original card is closed), the booking is kept in a Paid status in your Bookings list so you can see it needs attention. The email is still sent. You can then issue a manual refund via your Stripe dashboard or offer a credit instead.