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A cancellation policy says when parents can cancel their own places. Every programme follows one, and you can have several, so term-time clubs and holiday camps can have different rules. Staff can always cancel any place, whatever the policy. The policy only decides what parents can do themselves.
Only a Manager can add or change cancellation policies.

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Add a policy

Go to Settings → Cancellation. Under Add a policy:
1

Name it

Only your team sees the name. It tells your rules apart, such as “Term time” or “Holidays”.
2

Choose whether parents can cancel

Under Can parents cancel?, choose:
  • Allowed before a cut-off: the usual choice. Parents cancel freely up to the deadline, then must contact you.
  • Always allowed: parents can cancel right up to the session starting.
  • Never allowed: every cancellation goes through you.
3

Set the notice, if there is a cut-off

Notice required (hours) is counted back from the session’s start. “By 6pm the night before” is 21 hours for a 15:15 session.
4

Press Add policy

Settings, Cancellation, with the Add a policy form filled in as "Term time" and showing the three choices
Notice is set in hours, not days, so a cut-off like “by 6pm the night before” can be expressed exactly. A cut-off of a year is refused as a typo.

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Give a programme its policy

Choose the policy when you create the programme, under Cancellation policy. If you have only one, it applies automatically. You need at least one policy before you can create a programme.
A programme’s cancellation policy is fixed while the programme is live. Places already booked are cancelled under it, so a stricter policy would take away a free cancellation parents booked under. To change it, unpublish the programme first.

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What parents see

Parents see the programme’s cancellation rule on its page before they book, and again in the basket, in the same words. Inside the window they can cancel their own places. Outside it, they contact you, and staff cancel for them. A session that has started can’t be cancelled by anyone. It has happened. When a parent cancels in time, the full amount comes back to them as account credit, which pays towards their next booking. See Credit and refunds and Cancelling and changing a booking.

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Delete a policy

You can delete a policy no programme uses. ClubDock asks first: “Delete Term-time notice?”. A policy a programme is still using can’t be deleted, because that programme would be left with no rule.

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In your terms and conditions

When you generate your terms and conditions, each policy is described by the programmes it covers, not by its name. For example: “After School Club, Breakfast Club: you may cancel up to 1 day before the session”. See Terms and conditions.