What Happens When a Client Cancels a Booking

Shauna Brennan

April 27, 2020 11:54

This article will take you through;

What happens when a client cancels a booking?
- If your cancellation setting is toggled 'off'
- If your cancellation setting is toggled 'on'
Next steps and additional support

What happens when a client cancels a booking?

The experience a client has when they cancel a booking depends on how you set your cancellation policy. The experience also differs if a person is a pay as you go, client, has credits, or is on a membership.

To find the 'Cancellation' setting, follow the steps below

Click the icon ☰ on the top right of the Dashboard
Click 'Settings'
Go to the 'Clients' tab
Scroll down to 'Cancellation'

If your cancellation setting is toggled 'off'

If your Cancellation setting is turned off, then your pay as you go, clients that used a Credit to book, will not get Credit back when they cancel a booking.

When turned off, the 'Cancelattion' setting will look like this;

If your cancellation setting is toggled 'on'

If your Cancellation setting is turned on, then your pay as you go clients who used a Credit to book will receive a Credit back to their account which they can use at a later date.

For the clients who are on Credit Packs, the Credit they receive back will appear back in the member's profile as a single Credit to be used within the time parameters of your cancellation policy.

Members who are on unlimited memberships do not receive anything back because they have an infinite amount of bookings that can be made.

When turned on, this setting will look something like this:

You can set a limit for how long the refunded Credits are valid for and you can decide whether the Credit needs to be used against the same class type or any class type.