Go to Settings → Rules & Limits → Cancellations. For Courts & Matches, Activities and Private Coaching, you set a cancellation deadline and how much players get back before and after it. You can add a late cancellation window and different rules for cohorts.
Steps
Go to Settings → Rules & Limits.
Open the Cancellations tab.
In each section (Courts & Matches, Activities, Private Coaching), set:
Cancellation deadline: 0 to 48 hours before the start.
Refund when cancelled before deadline: 0 to 100%.
Refund when cancelled after deadline: 0 to 100%.
Optional: click + Add late cancellation window to add a third refund level (see below).
Optional: under Cohorts, click Add cohort, choose the cohorts in Select cohorts and set their own rule.
Click Save at the top right.
Defaults: a 6-hour deadline, 100% before the deadline and 0% after.
Late cancellation window
A late window is an earlier cut-off, from 1 to 7 days before the start, with its own refund percentage between your "after" and "before" percentages.
Example: deadline 24 hours, 100% before, 0% after, and a late window of 3 days at 50%:
Cancelled 5 days before: 100% back.
Cancelled 2 days before: 50% back.
Cancelled 12 hours before: nothing back.
Click Remove late cancellation window to remove it.
Cohort rules
A cohort rule always applies to that cohort's members instead of the default rule, even if it's less generous.
Remove cohort removes the last cohort rule you added.
Individual activity types can override the Activities rule.
What else to know about refunds
Players can always cancel a court booking up to the start time. These rules only decide how much they get back.
Matches also have a leave deadline set by your match auto-cancellation thresholds. After it, players can't leave a match themselves.
Additional items (such as rackets or balls) are always refunded in full. The percentage applies to the booking itself.
If a pay-your-part lead booker cancels, the shares already paid by players who joined are returned to the lead in full. The percentage applies to the rest, including the lead's own share and any empty spots. Players who joined get at least the same percentage back.
Matches and activities that are cancelled automatically are always refunded in full to the original payment method.
If the payment was only held and not yet charged, a full refund releases the hold. A partial refund charges the part you keep.
The Nettla booking fee isn't refunded once a payment has been charged.
When you cancel a booking yourself, these percentages don't apply. You choose each player's refund.
Refund to Club Wallet
At the top of this tab, Refund to Club Wallet sends refunds as club wallet credit instead of back to the card. Read "What does the Refund to Club Wallet setting do?" before you switch it on.