# Attendance policy Set what happens when a customer cancels a class late: a free allowance, then a lost class, a late cancellation fee or a booking pause. Canonical URL: https://www.naayya.com/help-center/attendance-policy Category: getting-started Last updated: 2026-10-02T16:57:27Z # Attendance policy An Attendance policy sets what happens when a customer cancels a class after your cancellation deadline. That is a late cancellation. You set one rule for drop-ins and class packs, and one for memberships. A workshop or retreat with its own cancellation policy uses that policy's deadline and refund setting instead. ## Set a rule Go to **Admin > Settings > Policies** and open the **Students** tab. Under **Drop-in & class packs** and under **Memberships**, find **Attendance policy** and turn on **Late cancellation**. You need owner or manager access. Each rule has: - **Free late cancellations**: how many late cancellations a customer can make before the outcome applies. 0 means none. - **Free allowance period**: when the free late cancellations start again, **Each calendar month** or **In any 30 days**. - **Outcome**, after the free late cancellations: - **Lose the class**: the class credit or membership class is used. - **Fee and keep the class**: the class comes back, and a late cancellation fee is charged to the customer's saved card. - **Fee and lose the class**: the class is used, and a late cancellation fee is charged to the customer's saved card. - **Booking pause**: the class is used, and the customer can't make new bookings at your business for the number of days you set. - **Late cancellation fee** or **Booking pause length**, for the outcomes that need one. The page describes each rule in plain words before you save it. For example: "Customers get 3 free late cancellations each calendar month; the class comes back. From the 4th, the class comes back and €10 including VAT is charged to their saved card. New bookings need a saved card." A late cancellation inside the free allowance is handled like an on-time cancellation. The class comes back when **Refunds enabled** (drop-ins and class packs) or **Credit back enabled** (memberships) is on. Click **Save student policies** to save the rule. ## Turn on a late cancellation fee - **You confirm before it is saved.** Saving a rule that turns a fee on opens a confirmation. Your current customers, including those who already hold a class pack or membership, are asked to add a card before their next booking with that product type. A card saved for membership billing doesn't count: customers add a card for these fees separately. Nothing is saved until you click **Turn on fee**. - **There is a minimum fee.** The fee must be at least the smallest amount a card can be charged in your market. The page shows the minimum and refuses a lower fee. - **The fee follows your price behavior for VAT.** If VAT is included in your prices, the fee includes VAT, for example "€10 including VAT". If you add VAT on top of prices, VAT is added to the fee, for example "€10 plus VAT". See [Tax Settings](/help-center/tax-settings). - **Products need tax settings when you add VAT on top.** A fee from a booking paid with a product that has no tax settings is not charged. The rule lists those products, so you can add tax settings to them in **Pricing** first. - **You can waive a fee for 24 hours.** A fee is charged to the customer's saved card 24 hours after the late cancellation. Until then you can waive it from the customer's page. - **Turning the fee off stops fees not yet charged.** If you turn off a rule's fee, fees from that rule that have not been charged yet are never charged. They show as **Not charged**. ## What customers see - **Before they book.** On the web, the class page and checkout show your Attendance policy, starting with what counts as a late cancellation, for example "Cancelling less than 12 hours before the class is a late cancellation." Checkout for a drop-in, class pack or membership shows the rule for that product type. - **A saved card, when a rule charges a fee.** Booking needs a card saved for these fees. A customer saves one when they book a class on the web and pay for a drop-in or class pack by card, or on the **Add a card** page. Membership customers use the **Add a card** page. Both show your fee terms above the consent the customer agrees to. - **A booking pause.** A customer in a booking pause can't make new bookings at your business until the pause ends. Your staff can still book them. - **An amount due.** If a fee can't be charged to the saved card, it becomes an amount due. Until it is paid, the customer can't book classes at your business with a drop-in or class pack, or with a membership, depending on the product type the fee applies to. Your staff can still book them. - **Paying an amount due.** The customer gets an email with a link to pay. They can also click **Pay now** on their account, or on the message they see when a booking is refused. After they pay, they get a receipt by email. ## Manage a customer's late cancellations Open the customer from **Customers**. Only owners and managers see the **Attendance policy** card. It lists each late cancellation with the class, its outcome and its fee. The card does not appear for a customer with no late cancellations. A fee shows one of these statuses: **To be charged** (with the date), **Charging**, **Paid**, **Amount due**, **Waived** or **Not charged**. - **Waive**: shown while the fee has not been charged yet. The fee is not charged, and the late cancellation stops counting toward the free allowance. Once the fee is charged, refund the payment instead. The fee still shows as **Paid**. - **Lift**: shown while a booking pause is active. The customer can book again straight away. The late cancellation still counts toward the free allowance. ## Related articles - [Booking Policies](/help-center/booking-policies) - [Customer Bookings](/help-center/bookings) - [Tax Settings](/help-center/tax-settings)