Waivers and cancellations

The wording customers agree to, what is kept as a record, and how cancelling works for customers and staff.

The waiver

If your venue needs customers to agree to something before they use the space, put the wording on Settings. Every customer is shown it before their first booking and ticks it once.

Repose keeps, for each acceptance: who, when, which version, the exact wording they were shown, and the address it came from. The wording is stored by its content, so a customer asking “what did I agree to?” gets the text they actually saw rather than today’s text. Staff can see it on the customer’s page.

Changing the wording

When you change it, you decide whether everyone has to agree again. A fixed typo should not re-gate your whole customer list; a real change should not slip past them. The setting asks you which this is.

If a customer had the old wording open when you published the new one, they are shown the new text and asked again. Their tick is never recorded against text they did not read.

Leaving it blank

A venue with no waiver leaves the wording blank, and customers are never asked.

Cancelling as a customer

On the booking block, a customer sees their upcoming bookings and can cancel any of them. If the cancellation is earlier than the cancellation notice on Settings, their credit comes back. Inside the notice, the booking is cancelled and the credit is spent; cancelling early is never worse for the customer than not turning up.

A membership booking freed by cancelling also frees a place in that week’s count for memberships with a sessions-per-week limit.

Cancelling as staff

From Bookings, cancel any booking. The customer’s credit returns to them automatically whatever the notice, because it was the venue’s decision. The confirmation says that nobody has been emailed. Shopify’s order emails do not cover this, so if the customer should hear, someone tells them.

Refunds

A refund in Shopify for an order that granted credits takes back only the credits the customer still holds, never below zero, and never a gift they were given. A refund of a membership order removes the access that order granted from the end of the membership.

What nobody is told automatically

Repose sends no email to customers today. Bookings, cancellations and reminders are all things a customer sees on the booking block and staff see in the app. This will change when customer notifications ship; until then the app says so wherever it matters.