--- title: "How do I set packages, rules, fees and the waiting list?" description: "Make the packages your members buy, set one cancellation rule, choose a fee for a no-show or a late cancel, and set how the waiting list gives a free place." canonical: https://teamna.app/help/packages-and-cancellation-rules topic: "Classes and packages" updated: 2026-10-25 --- # How do I set packages, rules, fees and the waiting list? > Make the packages your members buy, set one cancellation rule, choose a fee for a no-show or a late cancel, and set how the waiting list gives a free place. A package is a number of sessions that a member buys before they come. The cancellation rule says what happens when a member cancels late. Set both on the web app, on the **Packages and rules** page. Only the owner can change packages. The owner or an admin can change the cancellation rule. > Teamna shows the words of your business. A swimming academy sees Parents, Swimmers and Levels. A pilates studio sees Clients and Classes. This article uses *member*, *participant* and *group*. ## Add a package 1. In the menu, open **Classes and packages**, then **Packages and rules**. 2. Select **Add a package**. 3. Type the **Name**, for example "10 sessions". 4. Under **Kind**, select a group package or **Private**. A private package also pays for one place in a duet (a private session for two): each person pays one session. 5. Type the number of **Sessions** and the **Price, AED**. Teamna shows the price of one session. 6. In **Valid for, days**, type how long the member has to use the sessions after they buy the package. The default is 30 days. 7. Optional: in **Free cancellations**, type how many cancellations the package includes. Leave it empty for no limit. Under **Which cancellations use them**, select **Only late cancellations** or **Every cancellation**. 8. Under **Covers**, select every group, or select the groups that can use the package. 9. Select **Put it on sale**. The **Example** box shows what happens when a member cancels with this package and your rule. To change a package, select it, make the change and select **Save changes**. A change applies to new purchases only. To stop selling a package, select **Hide from members** (the button shows your word for members). When a package reaches the end of its days, Teamna ends it. Teamna tells the member 7 days before. To sell a number of sessions each month for a price each month, add a monthly membership. See [How do I sell a monthly membership?](/help/monthly-memberships). ## Set the cancellation rule You have one rule for the whole business. Every group uses it, except a group with its own booking rules (see [How do I set up my groups and weekly timetable?](/help/groups-and-weekly-timetable)). 1. On **Packages and rules**, find **Cancellation rule**. 2. Under **Free cancellation up to**, select 2, 6, 12, 24 or 48 hours before the session. Or select **Other** and type the hours. 0 means up to the start time. 3. Under **After that**, select **The session is lost** or **The session goes back**. 4. Read **What members read**. It shows the rule in the words your members see. 5. Select **Save the rules**. The new rule applies to cancellations from now on. The default rule is 24 hours, and after that the session is lost. When you cancel a session, every participant gets the session back. This is always so. It is not a setting. ## Ask for a fee for a no-show or a late cancel For each of the two cases, your business can take the session only, or take the session and ask for a fee. Both fees are off when you start. 1. On **Packages and rules**, find **Fees**. 2. Under **No-show** (a booked participant is marked absent), select **Take the session only** or **Take the session and ask for a fee**. 3. Under **Late cancel** (a member cancels after the free cancellation time), make the same choice. 4. For a fee, type the **Fee in AED**. The smallest fee is AED 2. 5. Select **Save the rules**. Teamna sends nothing by itself. Each fee waits in the To do list on **Home**, in the job **Fees to confirm**. Select **Check** to see each fee: who, why, the session and the amount. Then select one: - **Send:** Teamna makes a payment request with a card link. The member pays by card in the app or with the link, with no sign-in. Copy the link, or send it on WhatsApp. - **Waive:** the fee goes off the list and Teamna sends nothing. Teamna keeps a record of who waived it. The owner or an admin sends or waives a fee. Staff do not see fees. To send a fee, your business must take card payments (see **Get paid** in **Settings**). You can waive a fee without card payments. In the mobile app, the To do list on **Home** has the same **Send** and **Waive** buttons. After **Send**, select **Share link** to send the link from your phone. When a fee comes: - A late cancel by the member, and an absent mark that a person made: at once. - An absent mark that Teamna made after check-in: at the end of the session, because a client who comes late can still check in. A cancel by your business, a session that you cancel or move, and a mark that changes back to present never make a fee. A fee in the list goes away when its mark changes back to present. ## Set the waiting list When a session is full, a member can join its waiting list. Joining uses no session. When a place becomes free, the first person in line gets it. In a business where members book for their children, Teamna books each free place for the first person in line at once and uses 1 session. They get a message. The waiting list closes 6 hours before the start. In a business where clients book for themselves, the time when the place becomes free is important: - **A place that becomes free early:** Teamna books it for the first person in line at once and uses 1 session from their package. They get a message. - **A place that becomes free late:** Teamna sends the first person in line an offer, by push, and by WhatsApp where WhatsApp is on. They accept or decline it in the app or on the web. If they accept, Teamna books the place and uses 1 session. If they decline, or do not answer in time, the next person in line gets the offer. Here the waiting list closes 1 hour before the start. An offer always ends 1 hour before the start, also when the time to accept is longer. To change the times (only where clients book for themselves): 1. On **Packages and rules**, find **Waiting list**. 2. Under **A place opens late when it is less than**, select the hours before the start. The default is 12 hours. 3. Under **Time to accept an offer**, select how long the person has. The default is 2 hours. Teamna saves each change at once. A change applies to the next offers. It does not send a message. ## What a member sees when they cancel Before the cut-off, Teamna tells the member that the cancellation is free and the session stays in their balance. After the cut-off, Teamna tells the member that the cut-off has passed. If your rule is **The session is lost**, Teamna says the session will be used up if they confirm. If your rule is **The session goes back**, Teamna says that nothing is lost. ## See your numbers on Home In a business where clients book for themselves, for example a pilates studio, **Home** shows five numbers. The week is Monday to Sunday in your time zone. - **Fill this week:** the places booked of the places in your group classes. Private sessions do not count. - **Active clients:** clients with a current package, or with a next booking. - **Ending soon:** packages that end in 14 days or fewer, or that have 2 sessions left or fewer. - **Intro to package:** of the clients who bought an intro offer in the last 90 days, how many bought a full package after it. - **Late cancels:** bookings cancelled after the cut-off this week. Select a number to see the clients behind it. **Active clients** and **Ending soon** use the same rules as the filters on your clients page. To send a renewal, use the **Renewals** card on Home. ## Suggestions from AI Assistant If your business has AI Assistant, it checks your studio each morning at 07:00. In a business where clients book for themselves, the **Suggestions by AI Assistant** card on Home can show three more things: - **Classes tomorrow under half full:** the group classes of tomorrow with fewer than half of the places booked. A duet counts. A private session of one place and a class with no limit do not. Open it to get the same WhatsApp message as the open spots card, with each time and its Book link. Copy it on the web app, or select **Share on WhatsApp** in the mobile app. Teamna does not send it for you. - **Packs that end this week, nothing booked:** clients with sessions left on a package that ends in the next 7 days, and no booking. A paused package does not count. - **Intro clients with no pack:** clients who bought an intro offer 7 to 30 days ago and no package after it. For the last two, AI Assistant shows the renewal message of the **Renewals** card. Select **Send the renewal** (or **Send 3 renewals** for three clients) to send it in the Teamna app. Nothing goes out before you select it. A business where parents book for their children does not get these three suggestions. ## What your clients see on their home In a business where clients book for themselves, the client's home shows their next class with the time they can cancel for free, the sessions left in their package, and **Book again**: the next times of the classes they book most. A full time offers the waiting list. A live waiting list offer shows at the top, with the time left to accept it. ## Frequently asked questions ### What happens when nobody accepts a waiting list offer? Each person in line gets the offer in turn. When the list closes, 1 hour before the start, the place stays free. Offers are only in a business where clients book for themselves. A member who has no session left, or who has another booking at the same time, does not get an offer. Teamna tells them and offers the place to the next person. ### Can I have a different rule for each group? Yes, for the free cancel time and for how far ahead members can book. Open the group on your groups page and set **Booking rules for this group**. The rest of the cancellation rule (what happens after the cut-off) is the same for every group. A package can include free cancellations, which lets you give some members more room. ### Does Teamna send a no-show fee to the member by itself? No. Each fee waits in the To do list on Home. The owner or an admin sends it with a card link, or waives it. ### Does a change to a package change what members already bought? No. A change applies to new purchases only. Packages that members already have keep their sessions and days. ### What happens when I cancel a session? Every participant who booked it gets the session back, whatever your rule says. Members get a message. ### Can I pause a package when a member travels or is sick? Yes. Open the member's page and select **Freeze**. Pick the first paused day, the number of days and the reason. The package cannot pay for a session in the pause, and its end date moves by the paused days. **Freeze all** pauses every package of the member in one step. In a family, **Freeze all** pauses the packages of every child, and **Freeze** on a child's card pauses the packages of that child only. A package that cannot take the pause, for example a package with no sessions left, stays as it is, and Teamna tells you which one. The owner or an admin can freeze a package, on the web app and in the mobile app. ### Can I set packages in the mobile app? No. Set packages, the cancellation rule and the fees on the web app. The mobile app sends you there. You can send or waive a fee in the mobile app. Still stuck? Write to hello@teamna.app --- Source: https://teamna.app/help/packages-and-cancellation-rules (https://teamna.app)