Cancelling a class session

Cancel the session so nobody else books it, then contact everybody who was booked. A cancelled class is not one disappointed customer, it is ten.

Do it in this order

1. 1Cancel the session, so no more bookings come in
2. 2Tell the people booked onto it, as directly as you can manage
3. 3Offer them another session or a refund
4. 4Deal with anyone who paid, promptly

Tell people properly

An email nobody opens is not telling somebody. For a class cancelled the same day, ring or text. People who turn up to a locked door tell everyone about it.

One session or the whole series

Cancelling one session leaves the rest of the series running. Only cancel the series where the class is genuinely finishing.

People who paid

Move them to another session or refund them, and do it quickly. Sitting on somebody's money for a class that did not happen is what turns a minor annoyance into a review.

Common questions

Does cancelling notify everyone automatically?

Cancellation notifications depend on your notification settings. For a same-day cancellation, contact people directly as well.

What about people on the waitlist?

Tell them too. They were expecting a possible place.

Should I refund or move people?

Offer both and let them choose. Most people take another session if it is offered warmly.