What is Make-Up Class?

A make-up class (or catch-up session) is a replacement offered when a child misses their regular booked class. The family can attend an alternative session — either a different time slot of the same class or a dedicated make-up session — to ensure they receive the full number of lessons they have paid for. Make-up policies are one of the most common areas of customer queries and potential friction in children's activity businesses.

Your make-up policy needs to balance customer satisfaction with operational practicality. Common approaches include: offering a set number of make-up sessions per term, allowing make-ups only in classes with available spaces, offering make-ups within the current term only (no carry-over), running dedicated make-up sessions at specific times, or simply not offering make-ups but allowing a pro-rata discount for known absences booked in advance.

The business case for offering make-ups is primarily about retention. A family that misses three sessions in a ten-week term and receives no compensation feels they have paid for something they did not receive, reducing their perceived value and increasing churn risk. A family that can easily rebook those sessions feels the business is fair and flexible. However, unlimited make-ups can be operationally difficult and may fill classes unpredictably.