How Are Policies Handled in the Customer Portal?

Learn how t
he implementation of Family/Student Policies within an iClassPro account impacts the Customer Portal interface and how customers will be expected to interact with them.

How do Family/Student Policies impact the Customer Portal experience?

If your business chooses to implement student policies, they will be visible to customers and must be addressed prior to submitting payments or enrolling online.

If your business chooses not to implement any student policies, then the policies will not be referenced during the Customer Portal experience.

Any required policies should also have the "Show On Web" option enabled. If you have required a policy and it is not set to "Show on Web," parents will not be able to see the policy to accept it.

Customer Portal procedure for existing families

For those customers which already have existing accounts into iClassPro at the time that policies are added or updated, they will encounter any policies set to be visible to customers the next time they log in online.

The customer will automatically be directed to the first new or updated family policy.


At the bottom of each policy, the customer will need to Accept it to move forward with the enrollments process.

NOTE: The Appointment policy is only displayed/requires acceptance if there are active appointments with openings available AND "Show Appointments and allow visitors to register for them" is enabled under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>GENERAL SETTINGS.

Any new or updated student policies will be listed below the updated family policies, with each policy listed once for student in the family:


The student that this policy applies to is listed above the policy name and content. At the bottom of the policy, the customer will have the option to Accept or Reject it. (NOTE: If the option to “Prevent rejection of required student policies on Customer Portal” is enabled under SETTINGS>POLICIES, customers will not be given the option to “Reject.”)

If a policy is required for enrollment to take place in the Customer Portal, the customer will see a note at the bottom of the policy, above the accept and reject buttons.


If there are multiple student policies that need to be accepted or rejected, the next one will be immediately displayed. If there are multiple students, all policies will be reviewed for one student before the next student’s policies are presented.

Customers can go to the "Family Policies" or "Student Policies" sections in the Customer Portal at any time to view the list of family and student policies and their current acceptance status. For Student policies, they can also update their acceptance/rejection status at any time as long as the policy is not required.

Policies that are set to be required must be agreed to before enrollments can be created.

Any rejections to policy agreements made through the Customer Portal will be reported through Online Activity. A new "Policies" activity type has been added to the online activity window to help staff identify and review these rejections.


An audit log entry is also created to help provide a timeline of changes on the family or student account.


A full history of agreement status for the family and students can be also found under their respective records by clicking on the Policies tab. Reporting and filter capabilities have also been included.

Student Policies when creating new students

When creating new students in the Customer Portal, the workflow will be slightly different for businesses which have implemented student policies.

After successfully filling out the student details and creating the new student profile, the parent will be required to either accept or reject all visible policies for the new student prior to creating any enrollments.

If a policy is required for enrollment to take place in the Customer Portal, the customer will see a note at the bottom of the policy, above the accept and reject buttons.


Once the policies are agreed to, the customer can create enrollments for that student.

Enrolling students who have not accepted required policies

If a family has created their students, but they have rejected any policies that require acceptance – they will not be able to enroll the students via the Customer Portal until that rejection is updated to an acceptance. Customers will be given an indication stating "Has Rejected Policies" below the student’s name in the enrollment information. Clicking on the "Has Rejected Policies" notification will take them to the problem policy to change their status.


Once the required student policy has been agreed to, the parent can proceed to enroll the student by navigating back to the BOOKING menu.

Need more assistance?

Customer support is available at 1-877-554-6776 Mon - Fri, 9 am to 9 pm (CT) and Sat, 9 am to 6 pm (CT).