Summary
Courses and camps can now be cancelled part-way through, rather than only before they start. This explains what happens to the place, the credit and any membership benefits.
✅ Remaining sessions can be cancelled once a course or camp has started.
✅ The freed places become bookable by someone else straight away.
✅ Sessions already attended stay on the customer's record.
What changed
Previously a course or full camp could only be cancelled before it started. Once the first session had passed, the remaining weeks could not be freed; centres worked around this by raising the capacity by one.
Staff and customers can now cancel the remaining sessions at any point.
| Before | Now | |
|---|---|---|
| Cancel before the first session | Whole booking cancelled | Unchanged |
| Cancel after it has started | Not possible | Remaining sessions are cancelled |
| Places on remaining sessions | Still held | Freed and bookable again |
| Sessions already attended | Stay on the customer's record | |
| Emails | One pair per session | One cancellation email, and one credit email if credit is given |
This applies to whole bookings, not picked days
The behaviour depends on how the booking was made, not on how the camp is set up. A camp can offer both options to different customers.
| Booking | What cancelling does |
|---|---|
| A course | Cancels the remaining sessions as one action. |
| A whole camp | Cancels the remaining days as one action. |
| A camp booked as individual days | Unchanged. Each day is cancelled on its own, with its own credit and its own email. |
How credit works
Credit for a course or whole camp is all or nothing for that cancellation, and it is judged from the first session of the booking, not from the first session still to come.
This means:
- If the first session is still within your cancellation window, the cancellation is credited.
- If the first session has already passed that window, the remaining sessions are cancelled with no credit, even though those later sessions are still in the future.
The customer receives one credit email showing the total, rather than one per session.
How membership benefits work
Benefits do not follow the same rule as credit. They are handled per session, which matches how they are used when booking.
- Each session of a course or camp uses its own benefit.
- When a remaining session is cancelled, that session's benefit is returned only if that session is still within the cancellation window.
- Sessions already attended keep their benefit used.
Because the two rules differ, a customer cancelling part-way through can get benefits back on eligible remaining sessions even when no credit is due.
An example. A customer books a 15 session course; ten sessions used a benefit and five were paid for. They cancel part-way through:
- Credit: none, because the first session of the course has passed the cancellation window.
- Benefits: the remaining benefit sessions that are still within their own window are returned.
What the customer sees
- Only the sessions that will actually be cancelled are listed; sessions already attended are not shown.
- Where there are more than ten sessions, the list can be expanded and collapsed.
- After cancelling, the booking moves out of Upcoming, and attended sessions remain under Previous.
- The customer is removed from the register for every cancelled session.
Troubleshooting
A customer cancelled the rest of their course. Will they still get emails if we cancel one of those sessions later?
No. Once they have cancelled off a session they are no longer on it, so cancelling that session later, for example because of the weather, sends them nothing and gives them no credit. Customers still booked are unaffected.
A customer cancelled a camp part-way through. Can they book it again?
Yes. The camp becomes bookable for them again.
Why did a customer get no credit when the sessions they cancelled were weeks away?
Credit is judged from the first session of the booking, not the first one remaining. If that first session has passed the cancellation window, the whole cancellation is uncredited.
Why did a customer get their benefits back but no credit?
Benefits are handled per session and credit is handled for the booking as a whole. A remaining session still inside its own window returns its benefit even when no credit is due.
Can a customer cancel just one week of a course?
No. Cancelling a course cancels all the remaining sessions. Only camps booked as individual days can be cancelled a day at a time.