Cancellation Policies
By Trio Team · Updated
Cancellation policies define what happens when a lesson is cancelled - how much notice is required, what refund applies, 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
- Refund Percentage - the share of the lesson fee returned, from 0 to 100
- 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.
Applying Policies
Trio uses your Default cancellation policy when a lesson is cancelled. 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.
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.