The short version
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.
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.
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.