Setting Up Family Self-Cancellation
Let families cancel their own upcoming lessons from the portal, and choose your cancellation deadline.
Last updated: July 6, 2026
- 1
Open Family Portal settings
Click Settings in the sidebar, open the Family Portal tab, and find the Cancellation Policy card.
- 2
Allow families to cancel their own lessons
Toggle on Allow families to cancel their own lessons. It's off by default — until you turn it on, families can view their schedule but can't cancel anything. Your changes save automatically.
- 3
Set the cancellation deadline
Under Cancellation deadline, choose how the deadline is set:
• Hours before the lesson — a rolling window ranging from Anytime before the lesson to At least 1 week before, with 12, 24, 48, and 72 hours in between (24 hours is the default).
• A specific time before the lesson — a fixed cutoff time, such as 6:00 PM the day before or 9:00 AM the day of the lesson. Either way, lessons past the deadline can only be canceled by contacting the studio. - 4
Choose whether cancellations grant a makeup credit
Grant a makeup credit when a family cancels in time is on by default, so any in-policy cancellation automatically gives the student an outstanding makeup credit. If you'd prefer that timely cancellations don't earn makeups, you can turn this off.
- 5
See when a family cancels
When a family cancels from the portal, the lesson is marked Canceled and attributed to them. On your staff calendar and the student's Attendance tab it appears in blue (staff and teacher cancellations appear in red), labeled Canceled by family. If the family left a note, it shows on the event as a small notepad icon.
Tips
- Heads up: there's currently no automatic email or alert to the teacher or admin when a family cancels. It's always visible on the staff calendar and the student's Attendance tab, but staff need to check — they aren't actively notified.
- In a group lesson, a family canceling only affects their own child; the other students' lessons are untouched.
- Families can also undo their own cancellation if they change their mind — but only while they're still before the same deadline. After that, they're pointed to the studio to request an exception.
- Families need portal access before any of this applies — see Inviting a Family to the Portal.