Cancellation Policies

Set rules for how cancellations are handled. Protect your time while being fair to clients.

Why Cancellation Policies Matter

Good policies:

Protect your income from last-minute cancellations
Set clear expectations with clients
Encourage commitment to bookings
Reduce no-shows

How Policies Work

When a client cancels:

System checks when the booking was
Compares to your cancellation window
Applies the appropriate rule (refund, credit, or charge)
Notifies you and the client

Setting Your Policy

Go to Settings

Navigate to Settings → Booking Settings or Cancellation Policy.

Set the Cancellation Window

Choose how much notice clients need:

24 hours (most common)
48 hours (stricter)
12 hours (more flexible)

Set Refund Rules

Decide what happens when clients cancel:

Within window: Full refund or credit
Outside window: No refund, partial, or at discretion

Save

Your policy is now active.

Policy Options

Cancellation Window

The minimum notice required for a full refund:

Window	Best For
12 hours	Flexible, high volume
24 hours	Standard, balanced
48 hours	Premium, in-demand trainers
72 hours	Very high demand

Inside Window (with notice)

What happens when clients cancel with enough notice:

Option	Description
Full Refund	Return full payment
Credit	Add credit to their account
No Charge	If using packages, no deduction

Outside Window (late cancellation)

What happens for late cancellations:

Option	Description
Full Charge	They pay for the session
Partial Refund	e.g., 50% refund
Discretionary	You decide case by case
Package Deduction	Session credit is used

No-Show Policy

When clients don’t show up at all:

No-shows are usually treated more strictly than cancellations since they waste your time without warning.

Options:

Full charge - Session is billed/deducted
Warning first - First no-show forgiven, subsequent charged
Always charge - No-shows always count as used sessions

Example Policies

Standard Policy

Cancellations made 24+ hours before the session receive a full refund or credit. Cancellations within 24 hours are charged in full. No-shows are charged in full.

Flexible Policy

Cancellations made 12+ hours before are free. Late cancellations can be rescheduled once as a courtesy. No-shows are charged at 50%.

Strict Policy

We require 48 hours notice for cancellations. Cancellations within 48 hours are charged in full. Sessions may be rescheduled with 48+ hours notice.

Communicating Your Policy

Make your policy clear:

On Your Website

Add policy to booking page
Include in Terms of Service
Mention during checkout

In Booking Confirmation

Include policy summary in confirmation email
Link to full policy details

Verbally

Discuss policy with new clients
Remind clients when they book

Handling Exceptions

Sometimes flexibility is needed:

When to Make Exceptions

Client illness (with notice)
Family emergencies
First-time occurrence with a good client
Your mistake caused the issue

When to Enforce

Repeat late cancellations
Pattern of no-shows
No communication at all
Suspicious timing

Documenting Exceptions

When you make an exception:

Note it in the client’s profile
Communicate clearly it’s a one-time courtesy
Remind them of the policy

Packages and Cancellations

For package holders:

Scenario	Typical Handling
Cancel with notice	Credit not deducted
Late cancellation	Credit deducted
No-show	Credit deducted
Trainer cancellation	Credit not deducted

You can customize these rules in your settings.

Trainer-Initiated Cancellations

When YOU need to cancel:

Always give as much notice as possible
Offer to reschedule at client’s convenience
Package credits are never deducted
Consider offering a bonus (extra time, discount)

Refund Processing

For paid sessions:

Refunds are processed through Stripe
Refunds appear in 5-10 business days
You can issue partial refunds
Keep records of all refunds

Learn more about Payment Settings.