Your cancellation policy decides until when riders can cancel a booking themselves and get a Stablecard credit back. Choose a default for your stable, and another policy for single lessons where needed. Only an Administrator can change the default; an Instructor can change a lesson's policy.
The five policies
Each policy sets how long before the start riders can cancel and still get a credit.
Policy | Riders can cancel with a credit |
Full (0h) | Until the lesson starts |
Flexible (12h) | Until 12 hours before the start |
Standard (24h) | Until 24 hours before the start |
Strict (48h) | Until 48 hours before the start |
No return | Never: for camps and courses that have no similar lessons later for riders to rebook |
Choose your default policy
Go to Settings > Rules.
Under Cancellation policies, choose the Default policy.
Select Save under the list of policies.
New lessons and services start with this policy. Lessons you've already created keep their own policy: change them as below if needed.
Use another policy for a lesson or series
In Events, select the lesson and open the Edit tab. For a series, select the first lesson that should change.
Choose the Cancellation policy.
Select Save changes to this event for this lesson only, or Save changes to all events > Only save changes to all events for this and every later lesson. See Change, extend or delete lessons in a series.
What riders get when they cancel
Riders cancel in their own calendar and get an email for every cancellation. A lesson cancelled in time gives one Stablecard credit, not money. The credit is valid:
Season lesson: until the end of the season.
Lesson paid with a Stablecard: until that Stablecard expires.
Lesson not paid with a Stablecard: 1 month from the lesson date.
Lesson you cancel yourself: 3 months.
A rider who cancels too late gets no credit. Giving money back is up to you: see Refund a payment. To extend or change a credit by hand, see Give, edit or extend a rider's Stablecard.
The lesson's Cancellation card's tags decide which lessons the credit can book. Left empty (the default), the credit only books lessons that accept All Stablecards, a common reason a rider can't use it. Tags are on the Growth, Pro and Ultimate plans. Earlier plans (from before September 2026) include them too.
To explain the rules to riders, share How cancellation policies work and our Cancellation policy.
Open the section that fits your situation.
If you sell camps or courses
If you sell camps or courses
Use No return for a camp or course that riders buy as a whole and that has no similar lessons later where they could use a credit. Riders then can't cancel the purchase or get credits for it. New camps start with No return.
If riders pay offline
If riders pay offline
A rider who booked with an offline payment method can cancel only if that method has Rider can cancel within the cancellation period switched on (off by default) and the period hasn't passed. Hopoti then removes their invoice automatically. Change the setting per method in Settings > Payments: see Take bookings with offline payments.
If you cancel a lesson yourself
If you cancel a lesson yourself
When you delete a lesson riders have booked, you choose whether they get a Stablecard credit (valid for 3 months) and an email. See Change, extend or delete lessons in a series.
If the lesson is part of a Membership
If the lesson is part of a Membership
Members can't cancel a lesson that their Membership holds. When they try, Hopoti tells them the lesson is part of their Membership and that giving notice is how a Membership ends. Other bookings they've made on the same lesson follow your cancellation policy as usual.
You can still cancel the lesson yourself and give riders a Stablecard credit, valid for 3 months: members get one too, the same as any other rider. If a member can't come on one date, you can remove them from that date and give them a Stablecard credit. See Follow up Memberships: members, invoices and notice.
If something doesn't look right
Check these in order.
A rider couldn't cancel: the cancellation period had passed, the lesson has No return, the rider booked with an offline method that doesn't allow cancelling, or the lesson is part of their Membership (members give notice instead).
Lessons still have the old policy: a new default only applies to lessons created afterwards. Change existing lessons on their Edit tab.
A rider can't use their credit: check the cancelled lesson's Cancellation card's tags, then add the right tag to the rider's Stablecard by hand.
Still stuck? Message our team with the lesson's name and date, the rider's name and when they tried to cancel.