If you cancel a Classpass reservation, do you lose a class visit?

July 10, 2017 - Tech

If you want to cancel a Classpass visit a day before the class, will that count against your total for the month?

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That’s the question I had when I booked a class visit on Classpass recently, changed my mind, and wanted to cancel it. The class was scheduled for a few days away, so it was way outside of the 12 hour cancellation window. I looked up their policy to be sure and it was clear about cancellations within that 12-hour window.

Not Entirely Clear Policy Outside of 12 Hours

If you cancel within that half-day window, you get charged a fee but that it wouldn’t count against you. Reading the policy, that was clear to me. However, their policy wasn’t explicit about what happens when you cancel a class outside of the 12 hour cancellation window. It mentions that no fees will be charged, but doesn’t overtly tell you whether you lose that class or not.

Take a look at the main section of Classpass’ cancellation policy (as of 07/10/2017):

If you cancel class within 12 hours of class time, you will be charged $15, and if you miss class without canceling, it will result in a $20 fee. Those fees help cover the cost of your spot in class. Whether you late cancel or miss class, the class will not count as one of your studio visits or class visits.

Okay great. The assumption is that canceling with 13 hours left, one won’t be charged a fee and it won’t count as a visit thus putting that visit/class back into your plan’s total for the month. BUT the policy doesn’t say that outright, so I sent a message to their customer service looking for clarification on that particular situation.

What I got as a response wasn’t any clearer:

Kristan (ClassPass)
Jun 11, 18:10 EDT

Hello Stuart,

You are still outside the late cancellation window for this class, so feel free to cancel if you don’t think this class is right for you! If you are having trouble canceling this reservation, send me some details about what your are experiencing and I would be happy to help.

Happy to clarify the policy here! Know that whenever one of our members late cancels or misses a class, it often prevents others from booking the class. For this reason we charge a $15 fee for classes cancelled late and a $20 fee for classes that are missed with no advance cancellation. However, classes that are cancelled late or missed do NOT count as one of your classes in the month. To learn more, check out this article.

Let me know if you have any questions about this or if there is anything I can do to help!

All the best,
Kristan

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This is what I replied with:

hi Thanks, So how long do I have to cancel before losing one of my classes?

And still….

Kristan (ClassPass)
Jun 13, 19:14 EDT

Hi Stuart,

Thanks for taking the time to get in touch with us about this! We have a 12 hour late cancellation window. If a class is cancelled within 12 hours of the class time, it will incur a fee. Don’t worry though! Cancelled classes do not count toward your total for the cycle.

For more information on our class cancellation policy, check out the article “What is the class cancellation policy?” in our Help Center. And as always, feel free to reach out if you have any other questions! :)

All the best,
Kristan

We’re almost there. She did mention that “Cancelled classes do not count toward your total for the cycle” but was in the context of the “within 12 hours of the class time”, so I went in for one more clarification (hopefully):

What if cancelled with 13 hours?

At this point, the rep and I were thinking each other to be dense. Classpass responded with another cut/paste job of the same non-explicit policy:

One more time from my side:

Thank you for copying and pasting that policy. I’ve read it multiple times and it’s still unclear if I lose my class if I cancel outside of the 12 hour window. I recommend explicitly mentioning it in way or the other. But first, please let me know what the policy there is.

And finally we get to the answer that I was looking for:

Kristan (ClassPass)
Jun 13, 22:42 EDT

Hello Stuart,

So sorry, I will clarify. Cancelled classes do not count toward your total for the cycle. You do not lose the class if you cancel or miss a class. Classes that are missed or cancelled within the late cancel window will incur a fee but will not deduct a class from your total.

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Let me know if you have any questions about this or if there is anything I can do to help!

Cancelled Classpass Visits Do Not Count Toward Your Total

Awesome. So the answer is, whether you cancel within or outside of the 12-hour window, cancelled classes do not count toward your total for the cycle. That means Classpass users have the flexibility to cancel classes without fees or losing their class as long as it’s outside of the 12 hour window. Thanks to Kristan (name changed) for keeping it together and being friendly as we worked out this detail of Classpass’ cancellation policy.

› tags: cancel classpass class / classpass / classpass visit / gym /

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