Cancellation Policies

Cancellation policies define what happens when a lesson is cancelled - how much notice is required and whether a makeup credit is issued. Manage them on the Cancellation Policies tab of your billing dashboard.

Policy Fields

Click Create Policy to add one. Each policy has:

Policy Name - an internal label, such as "24-Hour Cancellation Policy"
Notice Hours - how many hours before the lesson a family must cancel to qualify
Issue Makeup Credit - whether a makeup credit is granted for a qualifying cancellation
Credit Expiry Days - how long a makeup credit stays valid (shown when credits are enabled)
Max Active Credits - the cap on active makeup credits per student; leave blank for unlimited

One policy is marked Default. Use the Actions menu to edit a policy, set a different one as default, or delete a non-default policy.

If no policy is marked default, the tab shows a warning: without a default, a family cancellation issues no makeup credit. Mark a policy as default to set your studio's rule.

Choosing Which Policy Applies

By default every cancellation uses your studio Default policy. You can also attach a specific policy to an individual billing plan - open the plan on the Plans tab and set its Cancellation Policy. Leave that field on "Studio default" to keep using the studio-wide rule.

When a lesson is cancelled, Trio picks the policy in this order: the policy attached to the lesson's plan, then the studio default, and if neither exists, no policy applies and no credit is issued.

Applying Policies

For subscription and per-lesson plans, the outcome depends on who cancels and how much notice is given:

A cancellation by a teacher or by Trio itself always issues a makeup credit.
A family cancellation with at least the required Notice Hours issues a makeup credit, as long as the policy allows credits and the student is under the Max Active Credits cap.
A family cancellation with less than the required notice forfeits the lesson - no makeup credit.

Makeup Credits

When a policy issues a makeup credit, it is added to the student's credit balance and can be redeemed on a future lesson. Every credit carries an expiration date based on the policy's Credit Expiry Days. Trio sends an expiring-soon reminder about a week before a credit lapses and automatically expires unused credits once their date passes.

You can also grant a makeup credit by hand from a student's profile, without going through a cancellation.

Late Cancellations

A late cancellation is one made inside the Notice Hours window. Under the default rules, a late family cancellation forfeits the lesson and no credit is issued. The cancellation dialog shows the resolved outcome before you confirm, so you can still choose to issue a credit if you want to make an exception.

Package Plans

Package plans work differently, because the family has already paid for a set number of lessons. Makeup credits do not apply to package lessons - the prepaid balance is the makeup entitlement. The policy's Notice Hours still decide the outcome:

Cancelled with enough notice - the prepaid lesson is preserved, so the family keeps the unit.
Cancelled late, inside the notice window - one prepaid lesson is used, the same as if it had been taught.

The cancellation dialog spells this out before you confirm, for example "One package lesson will be used." A teacher-initiated cancellation never costs the family a unit.

Interaction with Auto-Billing

For per-lesson plans, whether a cancelled lesson appears on the next invoice depends on the cancellation. Lessons forfeited by a late cancellation typically stay billable, while lessons cancelled with proper notice are generally not billed. Because makeup credits are tracked per student, a redeemed credit covers a future lesson without an extra charge.