In this article, we will be covering the below topics

  1. Setting up cancellation and no show policy

  2. Adding cancellation and no show policy to a class

  3. Late cancellation

  4. Free cancellation


1. Setting up cancellation and no show policy

In order for the system to apply the cancellation fee, we will have to update the cancellation and no-show policy and assign it to the class schedule.

To set up the Cancellation and no-show policy you can follow the below steps:

Be at the location and navigate to Settings > Bookings > General > Cancellation and no-show policy

If you have multiple cancellations and no-show policies based upon the classes you will be able to add them here.

To add a new cancellation and no show policy click on create new policy

  1. Enter the name of the policy

  2. Under Free cancellation update the hours in which the customer can cancel their appointments without no show and cancellation charges

  3. Under Late cancellation enter the amount you want to charge the customer if they have unlimited credits

  4. Under the No-show policy enter the amount you want to charge the customer if they do not cancel and miss the class

  5. Click on Add policy

The cancellation and no show policy will be added

⚙️ Setting up cancellation and no show policy


2. Adding cancellation and no show policy to a class

In order for the cancellation and no-show fee to be applied for a class, we will have to select the cancellation and no-show policy when we are creating the class schedule.

2.1 To update the cancellation and no show policy you can follow the below steps:

  • Be at the location, navigate to Manage > Class schedule

  • When you are creating a class schedule, under Advanced settings > Cancellation and no show policy, you will be able to select the policy you want to apply for that class

⚙️ Setting up cancellation and no show policy for a class schedule

2.2 To update the cancellation and no show policy for an existing class schedule you can follow the below steps:

  • Be at the location, navigate to Manage > Class schedule

  • Click on the edit icon beside the name of the class

  • Expand Advanced settings > update the policy under cancellation and no show policy

  • Save changes

The cancellation and no show policy will now be updated and will apply to all the upcoming classes

⚙️ Setting up cancellation and no show policy for an existing class schedule


3. Late cancellation

3.1 When does the late cancellation charge apply?

If the customer signs up for a class and cancels it after the free cancellation window the late cancellation charge will be applied

Late cancellation fell will only be applied if the customer booked the class using membership with unlimited credits. If they book a class using membership with fixed credits, a credit will be deducted upon late cancellation

3.2 How does the late cancellation reflect in the customer profile?

3.2.1 When a customer has booked using fixed credits

If the customer has booked the class using fixed credits and cancel the class after the free cancellation window a credit will be deducted from their membership

👉 Customer booked for a class

👉 How to cancel the booking?

👉 Cancellation status

👉 How to navigate to customers profile from class?

👉 How to check if credit got deducted for a late cancellation?

3.2.2 When a customer books using unlimited credits and has a saved card

If the customer books a class using unlimited credit membership and cancels the class after the free cancellation window. If they have a saved card the cancellation fee will be automatically charged

👉 Customer booked for a class

👉 How to cancel the booking?

👉 How does the cancellation fee reflect in customers profile when they have a saved card?

3.2.3 When customer books using unlimited credits and does not have a saved card

If the customer books a class using unlimited credit membership and cancels the class after the free cancellation window. If they do not have a saved card the cancellation fee will show up as due amount in their profile

👉 How does the cancellation fee reflect in the customer profile who does not have a saved card?


4. Free Cancellation

4.1 When is the cancellation considered as free cancellation

A cancellation is considered a free cancellation for any of the below scenarios:

  • If the customer cancels the class in the free cancellation window

  • If we cancel the class from the CRM

  • If we delete the class from the CRM

4.2 What happens to credits used to book the class?

If a customer booked the class using fixed credit membership and if the booking is cancelled within the free cancellation window or if the class is cancelled or deleted the booking credit will be returned back to the customer.

👉 What happens if the customer cancels the class within the free cancellation window?

👉 What happens to the bookings of a cancelled class?

👉 What happens to the bookings of a deleted class?


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