Waiving a late cancel or no-show fee is called a “grace cancel” or “grace no-show.” To apply a grace, start by pulling up the customer’s reservation from their profile or the class roster > three ellipses next to the customer's name.
If the class hasn’t started, you’ll see the option to “Cancel reservation.”
If the class has started or ended, the option will change to “Mark as No Show.”
Clicking either option will trigger a pop-up showing the late cancellation or no-show penalty. From there, you’ll confirm whether to charge the fee:
Choose Yes, with penalty to apply the penalty.
Choose Yes, without penalty, to waive it.
Late cancellations and no-shows remain visible in a customer's reservation history and can’t be removed. While you can refund the penalty or issue a complimentary credit, the record of the penalty will still appear.
You’ll need the appropriate permission to apply a grace cancel or grace no-show. If you don’t see the option to “Yes, cancel without fee,” your role doesn’t have access to that action.