Cancelling a booking from the family portal

3 min read

Any family can cancel one of their kids' upcoming bookings straight from the portal, right where that booking is already listed on the child's dashboard. It's the same cancellation a directly-logged-in student gets, not a smaller, family-portal-only version of it, so there's nothing you need to do on your end unless a family asks you to step in.

What a family actually sees

A regular event is the simple case, cancel and it's a straight refund, there's no credit concept for a one-off event. A booking against a category (a weekly class, a term session, anything billed through the category system) is different: cancel it while you're still inside that category's own cancellation window, and the family gets a real choice instead of a plain confirm.

What opens the moment a family cancels a category booking while still inside its cancellation window.

Credit toward the next class in this category. Stays on the student's own account, applied automatically the next time they book anything in that same category.
Full refund. Goes back the way it was paid, 3-5 business days, same timeline a directly-logged-in student's own cancellation already gives.

Outside the window, cancelling still cancels, it just doesn't pay back

Once a booking's too close to its start time, per the category's own cancellation window, a family can still cancel it, freeing the spot up, but neither a credit nor a refund is offered. The portal says this plainly before they confirm, it's never a silent surprise on their bank statement.

Where the window itself comes from

The cancellation window isn't a family-portal setting on its own, it's the exact same one you already set for the whole category (Categories → that category → Capabilities → cancellation window). Change it there and every family's cancel screen follows immediately, along with a directly-logged-in student's own.

Quick answers

Does this apply to Crew practice or Kids Saturday classes too?

It applies to any booking made against a category, whichever category structure you've set that program up as. Crew's own attendance system (absences, strikes) is separate and doesn't run through this cancellation flow at all.

Can a family choose credit for one booking and a refund for another?

Yes, it's a genuine per-cancellation choice each time, not a saved preference. A family can pick whichever fits that specific situation.

Does cancelling free the spot up for someone on a waitlist?

Yes, a cancelled booking releases its spot the same way regardless of which payback option the family picked, and the next person on that session's waitlist is offered it.