Late cancellation windows and no-show settings

There are two separate events. A late cancel is when someone cancels after the studio's cut-off. A no-show is when someone doesn't arrive and never cancelled. Software records both, and a studio decides what each one costs the client.

The details below come from Momence's help centre and feature pages from Glofox and Mindbody, checked on 5 November 2026.¹

Two settings, not one

Momence splits the idea in two.¹

• A credit cut-off is set alongside the cancellation policy. In Momence's example the policy is set to "credits back for everything" and the cut-off is 24 hours. A customer who paid by credit card and cancels 25 hours ahead gets Momence credits back. A customer who used a class pack gets the class credit back.¹
• A late cancellation period is for tracking. Momence says it lets you "track customers that cancel extra late", and you can search reports for late cancellations. The same screen lets you add rules that charge automatically.

So a studio can return credits for cancels made a day ahead, and still flag anyone who cancels within an hour. Those are different questions.

What a penalty rule contains

In Momence a rule has several parts.¹

• Whether it's for a late cancel or a no-show
• Which membership it applies to
• When it's charged, with a count of how many times
• A look-back window, or a single renewal period
• The penalty itself

That lets a studio treat unlimited members differently from people on a pack.

Glofox's page lists no-show penalty rules and reporting on late cancellations and no-shows. It doesn't set out the options in detail.²

Mindbody's blog says a studio sets its rules for cancellations, late cancels and no-shows, "and Mindbody enforces them automatically". That's the maker's description of its own product.³

Rules that differ by class

Not every class needs the same policy. Momence has one studio-wide policy it calls the umbrella policy. A class or template can override it, and the override wins.¹

How a no-show is recorded

A no-show usually means the client was never marked as arrived. That makes the attendance step matter. Momence treats a customer as a no-show if they haven't been checked in 24 hours after class ends. The studio can't change that figure at the moment.¹

Staff can also cancel a client by hand. Momence gives three choices: credit them or not, notify them or not, and mark it as a late cancellation.⁴

More on this in check-in and attendance records.

Failed fee payments

A fee is only useful if it's collected. Momence has a setting that retries a card "up to three times if their first payment fails for a no-show or late cancellation fee".¹

Fairness and the law

Consumer-protection rules cover fees, and they differ by country. Check your national regulator's guidance first. The ACCC (Australia), FTC (United States) and CMA (UK) each publish some. A lawyer can also advise. Software can apply a rule. It can't tell you the rule is allowed.

Put your policy in writing where clients book, so the first time they see it isn't when a fee lands.