Quick answer
Create a policy that says when a client may cancel and what happens to their payment or credit, attach it to the relevant services, and read the calculated outcome before confirming a cancellation or refund.
Before you begin
A plain-language studio decision on the cancellation deadline and consequence for each product type.
The services and products that should use the policy already identified.
Permission to issue money refunds and an understanding of who approves exceptions.
You'll know it worked when
The client sees the correct policy before confirming an affected booking.
A test inside and outside the deadline produces the credit or payment outcome the policy describes.
Staff can see the amount, destination and entitlement change before confirming a refund or cancellation.
Exceptions leave enough internal context for another staff member to understand the decision.
Follow along in Junocal
Open the exact product area, then keep this guide beside it.
Write a policy clients can understand
A useful policy names the deadline and the consequence in plain language. For example: cancel at least 12 hours before the start time to return the visit; later cancellations lose the visit. Match the text to the rule you configure.
Choose a deadline that staff can apply consistently.
Explain whether a drop-in payment, membership visit or pack credit is returned.
Document any late-cancellation or no-show fee.
Avoid promising an automatic outcome that the configured rule does not perform.
Create and attach the policy
- 1
Open Policies and choose New policy.
- 2
Add the client-facing policy text and configure the cancellation window and consequence.
- 3
Save the policy, then attach it to the relevant classes or appointments.
- 4
Preview an eligible service to make sure the policy appears before the client confirms the booking.
Cancel or refund safely
Open the original class, booking, client purchase or sale. Junocal shows the relevant notification and financial options before the change is confirmed. Read the amount and destination carefully; a refund is a real processor action and is not the same as returning a class-pack credit.
For an exceptional refund outside the normal policy, leave a useful internal note so the next staff member can understand why the exception was made.
Troubleshooting
Start with the symptom that matches what you can see. Check the existing record before repeating a booking, payment or import.
Clients do not see the policy on a service
Check these first
Confirm the policy is attached to the reusable class, appointment or course—not only saved in Policies.
Preview the exact public service and check whether a different policy is attached there.
Next step: Attach the intended policy, save the service and repeat the public preview before taking more bookings.
A cancelled booking did not return the expected credit
Check these first
Review the cancellation time against the configured cutoff and confirm which product paid for the booking.
Check whether the action marked attendance, cancelled the booking or issued a financial refund; those are separate outcomes.
Next step: Open the original booking and product history, apply only the justified correction and note why it differs from the normal policy.
A refund is pending or the amount differs from the sale
Check these first
Open the connected Stripe charge and confirm refund status, currency and any prior partial refund.
Check whether the requested amount is gross client payment or a remaining refundable balance.
Next step: Do not create another refund while one is pending. Reconcile the original sale and processor record, then contact support from that sale if they disagree.
Answers before you get stuck
Is returning a class credit the same as issuing a refund?
No. Returning a credit restores booking entitlement. A refund sends money back through the payment processor. Check the confirmation screen to see which action you are taking.
Where should I start a refund?
Start from the client profile or original sale so Junocal can show the related purchase and amount before you confirm anything.
Did this guide solve the problem?
Make the change, or ask with your account attached
Open the relevant Junocal screen now. If your question depends on a particular client, payment or class, Juno can send it to the support inbox with the page and studio context included.