Your cancellation policy tells students what they get back if they cancel. You choose one of three policies during onboarding (Flexible, Moderate or Strict), and it applies to every class and event you run. None of them refunds a cancellation made less than 24 hours before the start.
The three options
| Policy | Full refund | 50% refund | No refund |
|---|---|---|---|
| Flexible | Up to 24 hours before the start | Not offered | Less than 24 hours before |
| Moderate | Up to 48 hours before the start | From 48 to 24 hours before | Less than 24 hours before |
| Strict | Up to 7 days before the start | From 7 days to 24 hours before | Less than 24 hours before |
Students can still cancel less than 24 hours before the start (without a refund), but not once the class has started.
Example with Moderate: for a Saturday 10am class, a student who cancels by Thursday 10am gets a full refund, and one who cancels by Friday 10am gets 50% back. After Friday 10am, there is no refund.
Picking the right policy
- Flexible suits drop-in classes and teachers building a following. Students book more easily when they know they can change their mind.
- Moderate suits regular weekly classes, where a late cancellation leaves a spot you could have filled.
- Strict suits workshops and small groups, where every seat counts.
The usual advice: pick the most flexible policy you can live with. Retreats have their own refund tiers; see creating a retreat.
Where students see it
Your policy shows on your class pages, so students know the rules before they book.
Changing your policy
Go to Settings, then Cancellation policy (/mentor/settings/cancellation-policy). Pick a policy and click Save policy. The new policy applies to every cancellation from that moment, including bookings made earlier.
Refunds
Cancelling a booking doesn't send money back by itself. Your policy tells you and the student what they are owed:
- Card payments go to your own Stripe account, so you refund them from your Stripe Dashboard.
- Cash, bank transfer, PayPal and other off-platform payments are refunded by you directly.
You can always give back more than your policy says, for example after an illness or an emergency.
When you cancel a session yourself
If you have to cancel a session, refund every booked student in full, whatever your policy says, and tell them as early as you can.
Common questions
Can I set a different policy for one class? No. One policy applies to all your classes and events. Retreats are the exception: each retreat has its own refund tiers.
Can I make my policy stricter than Strict? No. Strict is the strictest option.
Is there a fee when a student doesn't show up? No. There is no no-show fee on MoveMentors. A student who doesn't cancel before the class starts isn't owed a refund under any policy.
Next steps
- Managing bookings: confirm bookings and mark payments.
- Cancelling and refunds: what your students see.
- Refunds: how refunds work for each payment method.