Setting Your Cancellation Policy

Set a clear cancellation policy in Woven and use the AI assistant to draft or improve your policy text in seconds.

A clear cancellation policy protects both you and your clients. It removes ambiguity before it becomes an awkward conversation, gives clients the information they need when they book, and lets you plan your schedule with confidence.

Where to Set Your Policy

Your cancellation policy lives in your admin settings. You provide two things:

Notice window — how many hours before a class starts a client must cancel to be eligible for a refund.
Refund treatment — the percentage of the booking fee returned when a client cancels within the notice window.

Once saved, Woven displays your policy wherever clients book, so expectations are set from the start.

Using the AI Assistant to Draft Your Policy

Woven includes an AI assistant — the magic wand — that drafts clear, professional cancellation policy text from your inputs. To generate a policy:

Enter your business name, cancellation window (in hours), and refund percentage.
Click the wand button.
Review the generated text and save it when you’re happy.

The assistant produces 2–5 sentences in plain UK English. It covers your notice window, what happens inside and outside it, your refund amount, and closes with a brief note of fairness. For example:

At Sunrise Yoga, we ask that cancellations be made at least 24 hours before your class start time. Cancellations made within this window receive a full 100% refund. Cancellations inside 24 hours are non-refundable, as we’re unable to fill the space in time. We understand plans change — please get in touch if you need to discuss an exceptional circumstance.

If you haven’t entered a notice window or refund percentage, the assistant uses neutral phrasing (“a reasonable notice period”, “a partial refund”). It’s worth filling in the numbers first to get the most specific result.

Improving an Existing Policy

If you already have policy text, the AI assistant can refine it for clarity and fairness while preserving your specifics. Paste your existing text into the policy field, then click the wand. The assistant improves the wording without inventing new terms or changing your rules — useful for tidying up something you wrote in a hurry or years ago.

AI Usage Limit

The wand is shared across your business’s three AI features: class descriptions, course descriptions, and cancellation policy. Your business can generate up to 30 times per day across all three combined. The count resets daily.

What Good Looks Like

A well-formed cancellation policy:

States the notice window precisely (“at least 12 hours before your class start time”).
Spells out the refund percentage for on-time cancellations.
Makes clear what happens for late cancellations.
Ends on a human note, acknowledging that plans sometimes change.

Here is a second example for a studio with a tighter window and a partial refund:

Cancellations at Core Pilates Studio made more than 12 hours before your class start time receive a 50% refund. Cancellations inside 12 hours are non-refundable. We appreciate that life happens — if you need to discuss an exceptional case, please reach out and we’ll do our best to help.

Tips

Set a realistic window. 24 hours is common for weekly classes; shorter windows suit high-turnover drop-in formats. Match the window to how quickly you can realistically fill a vacant space.
Be explicit about refunds. Vague phrasing like “partial refund” leads to disputes. Enter a specific percentage so your clients see the same number you do.
Review before saving. The AI produces a solid starting point — read it through and adjust any wording that doesn’t sound like you before committing.
Use improve mode on old policies. If your existing policy feels clunky or unclear, paste it into the field and click the wand. You keep your rules; the wording gets cleaner.
Keep it short. Two or three sentences is often enough. A concise, plain-language statement is more likely to be read than a long one.

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