How-toGym owners & staff
How to set your late cancellation window
Set Cancellation window (hours) under Pricing → Premium & Policy; clients who cancel inside it keep the booking cost, and Premium clients are exempt.
2 min readUpdated November 3, 2026
Your cancellation window decides when a client gets their session credit back for cancelling. The default is 24 hours. If a client cancels less than 24 hours before the session, they're warned that cancelling uses the credit and must confirm. Premium clients are exempt and always get the credit back.
Warning: Changing the window applies to every existing booking straight away and can result in clients losing credits under rules they didn't book under. Always tell clients before you shorten the notice they get.
Before you begin#
- Sign in as the owner or an admin.
- Decide on a window in hours. 0 means clients always get the credit back.
Steps#
- Go to Pricing.
- Scroll to Premium & Policy.
- Enter the hours in Cancellation window (hours).
- Select Save Policy. You'll see Policy saved.
What clients see#
| When they cancel | Standard client | Premium client |
|---|---|---|
| Before the window (for example 30 hours ahead with a 24-hour window) | Credit returned | Credit returned |
| Inside the window (for example 5 hours ahead) | Asked to confirm. The credit is used | Credit returned |
| After the session starts | Can't cancel | Can't cancel |
The warning reads: This session is less than 24 hours away, so cancelling uses the credit. Confirm to cancel anyway.
Giving a credit back anyway#
To make an exception, go to Clients, select the client, and add 1 credit under Credit balance → Adjust (+/−). Add a Note such as Late cancel waived.
Common mistakes#
Setting the window to 0 by accident#
0 means no late-cancel rule at all. Every cancellation returns the credit.
Forgetting Premium is exempt#
Premium clients never lose a credit for cancelling. Check who is Premium on Clients.
Cancelling for the client#
When you cancel a session from Calendar with Cancel this session, the client is notified with your reason. Use it when the gym cancels, not to record a client's late cancel.
The window applies straight away on your website, portal and the Levflex app.
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Related articles
- ExplainerPremium clients explainedPremium is a service tier, not a paid plan; clients reach it by spending $2,500, training 3 years, or being upgraded by you, and Premium clients skip the cancellation window and see Premium-only time.Read
- How-toHow to cancel a session or offer a client another timeOpen the block on Calendar, choose Cancel this session, add a reason and optionally Offer another time, then select Cancel & Notify.Read
- How-toHow to create session packs and membershipsGo to Pricing to set a single-session price, add session packs (Add Pack) and monthly memberships (Add Membership); each sale gives the client session credits.Read
- How-toHow to adjust a client's credits or deactivate a clientOpen the client from Clients, use Credit balance → Adjust (+/−) with a Note and select Apply; use Deactivate this client to free a seat.Read
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