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Staff can always cancel or change a booking, whatever the club’s cancellation policy says. That is the escape hatch when a parent phones. Both actions are on the ⋯ menu of any booking, in the bookings list or on the family’s record.
Staff and Managers can both cancel and change bookings. Every cancellation records who did it, and whether it was inside the parent’s own cancellation window or staff using their discretion.

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Cancel a booking

Cancelling takes every remaining place off the booking in one go: one action, one email, one update to the total.
1

Open the menu

On the booking, press ⋯ and choose Cancel booking.
2

Say why

Give a reason. It is required, and is kept with the booking.
3

Choose what happens to the money

If the parent has paid, the dialog says how much they would be owed back and asks what happens to it. See the choices below.
4

Confirm

Press Cancel booking. To stop, press Keep booking.
The Cancel this booking dialog, with the choice of what happens to the money owed back highlighted

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What happens to money already paid

The amount starts at everything owed back. If you give back less, the club keeps the rest, and the dialog says so: “The club keeps the other £140.00”.
A refund or credit cannot be more than the cancellation creates. If you enter more, it is refused before any place is released.
If nothing was paid, there is nothing to choose: the places go, the bill is cleared, and the parent is emailed. Afterwards the booking reads Cancelled. If you keep the money, the booking reads Cancelled · Paid with its total unchanged, and you are told, for example, “6 places cancelled and £240.00 kept. The parent was not emailed.” What you kept counts as revenue for those programmes and dates.

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Charges on a cancelled booking

If the booking holds a charge, such as a late collection, cancelling every place does not remove it. The charge is still owed, still chased and still invoiced. Only removing the charge takes it off. See Charges.

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If the refund does not go through

The booking is still cancelled and the parent is still emailed. A warning stays on screen until you close it: “Booking cancelled, but the refund did not go through.” The money is on the parent’s account as credit; refund it from their record under Credit. You do not need to cancel the booking again.
With Xero or QuickBooks connected, a refund or credit becomes a credit note in your accounts. If you keep the money, a paid invoice is left as it is. See What reaches your accounts.

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Change a booking

Use Change booking to add or remove places or extras — the lunch a family forgot to book, the late-pickup hour they used without booking, or a day swapped for another.
  1. On the booking, press ⋯ and choose Change booking.
  2. The parent’s own planner opens with the booking’s places. Change the selection to what it should now be.
  3. Press Change booking to confirm. You are told whether the total goes up, down or stays the same, and that the parent will be emailed what changed.
Change this booking with the planner open, the places on other bookings marked Booked, and a full session marked Full under its plus

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What you can change

You are recording what happened, not asking permission, so:
  • Full sessions, started sessions, and children outside the programme’s ages are all allowed. If you add a child to a full session, its limit rises to fit them, and a message tells you which session and what the limit is now. Parents still see it as full.
  • A date the club cancelled cannot be added. The rest of the change still applies.
  • An extra added to a day that has already happened raises the total, and the register for that day is kept.
  • A booking that covers more than one programme cannot be changed this way.
You cannot empty a booking entirely. To take every place off, cancel the booking, which asks for a reason and sends the right email. If you change nothing, nothing happens.

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Prices when you change a booking

  • Places already booked keep the price they were bought at. Adding or removing an extra moves only the extra.
  • A place you add is charged at today’s price, including an early bird price if one is running.
  • A place you add is at full price: discounts are not applied to changes, and nothing already booked is repriced.

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What the parent is told

The parent is emailed what changed, what it costs, and when it is due. If the total went up, their email links to See what you owe and how to pay.

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What parents can do themselves

Parents can cancel or move a place to another date from their own bookings, but only inside the cancellation window set by the programme’s cancellation policy. Outside it, they are told when cancelling closed, and need to ask you. A parent’s cancellation puts any money they paid on their account as credit.