Setting Up Family Self-Cancellation
Let families cancel their own upcoming lessons from the portal, and choose your cancellation deadline.
Last updated: September 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:
• Time in advance — a rolling window from At least 1 hour in advance to At least 1 week in advance, including 12, 24, 48, and 72 hours (At least 24 hours in advance is the default).
• Specific cutoff time — a fixed clock time, such as 6:00 PM the day before, 9:00 AM the day of the lesson, or Midnight, start of the lesson day. Either way, lessons past the deadline can no longer be canceled from the portal. - 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.