This feature is available on the Pro Plan.
What is a cancellation cutoff?
A cancellation cutoff determines how close to the start of an event or shift a volunteer can cancel through the volunteer hub. Once the cutoff time has passed, volunteers can no longer cancel the opportunity themselves and will instead see your custom message with instructions on what to do next.
When should a cancellation cutoff time be used?
A cancellation cutoff time is useful when last-minute cancellations can significantly impact your event, shift coverage, or volunteer experience.
The goal isn't to prevent volunteers from cancelling when something unexpected happens. Instead, it encourages volunteers to follow your organization's process once the cutoff time has passed, such as calling the office, emailing an organizer, or contacting a team lead directly.
This helps ensure important cancellations are communicated to the right people, giving your team more time to adjust schedules, contact replacements, and minimize disruption for other volunteers. Organizations with flexible schedules or opportunities that are easy to fill may not need a cancellation cutoff time.
Configuring cancellation limits
Go to Settings > Rules and scroll to the Cancellation Cutoff section.
Enter the number of hours before an event or shift that volunteers should no longer be able to cancel themselves.
The default setting is 0 hours, which means volunteers can cancel at any time. Once you've made your changes, click Save to apply them.
Customizing the cutoff message
When a volunteer attempts to cancel after the cutoff time has passed, Timecounts displays your custom message. We recommend providing clear instructions on what volunteers should do next, such as calling the office, emailing an organizer, or contacting a team lead.
What do volunteers see?
Volunteers can normally cancel their commitments directly from their volunteer dashboard.
After the cutoff time has passed, the cancellation option becomes locked. When volunteers click the lock icon, they will see your custom message with instructions on how to contact your organization.
Communicating your cancellation policy
If you use cancellation limits, we recommend explaining your cancellation policy during onboarding and documenting it in your FAQ. Setting expectations in advance helps volunteers understand when they can cancel online and what steps they should follow if they need to cancel after the cutoff has passed.