How to Allow Clients to Reschedule and/or Cancel Bookings Themselves

Give your clients the flexibility to manage their own bookings by enabling self-service rescheduling and cancellation options. This feature reduces administrative overhead and improves the client experience.

Overview

You can enable two independent features for each class:

• Rescheduling: Clients can move their bookings to different dates/times
• Cancellation: Clients can cancel their bookings entirely

Both features can be enabled or disabled independently, and you can set time restrictions for when clients can make changes.

Enabling Client Rescheduling

Step 1: Open Class Settings

1. Navigate to your admin dashboard
2. Go to Classes
3. Click on the class you want to edit (or create a new class)
4. Click the Scheduling tab

Step 2: Enable Rescheduling

1. Check the box next to "Allow clients to reschedule bookings themselves"

Step 3: Configure Rescheduling Restrictions

Once enabled, you can set restrictions on when clients can reschedule:

• Within X days of booked date: Set how many days before or after the original booking date clients can reschedule to. For example, if set to 7 days, clients can only reschedule to dates within 7 days of their original booking.
• Until X hours before booked class: Set a deadline for rescheduling. For example, if set to 24 hours, clients cannot reschedule within 24 hours of the class start time. Leave this blank for no time restriction.
• Allow rescheduling onto different classes: When enabled, clients can reschedule to a different class (of the same price) rather than just different dates/times of the same class.

Example Configuration

• Within 7 days: Clients can reschedule to any date within 7 days of their original booking
• Until 24 hours before: Clients cannot reschedule if the class is less than 24 hours away
• Different classes enabled: Clients can switch to another class of the same price

Enabling Client Cancellation

Step 1: Open Class Settings

1. Navigate to your admin dashboard
2. Go to Classes
3. Click on the class you want to edit (or create a new class)
4. Click the Scheduling tab

Step 2: Enable Cancellation

1. Check the box next to "Allow clients to cancel bookings themselves"

Step 3: Configure Cancellation Restrictions

Once enabled, you can set restrictions on when clients can cancel:

• Days before class: Set how many days before the class clients can cancel. For example, if set to 7, clients can only cancel bookings that are more than 7 days away. This means if a class is 5 days away, cancellation is no longer allowed.
• Automatically refund Stripe payments: When enabled, any Stripe payments will be automatically refunded when a client cancels. PayPal refunds must be processed manually by you.

Example Configuration

• 7 days before: Clients can cancel up to 7 days before the class. Bookings within 7 days cannot be cancelled.
• Auto-refund enabled: Stripe payments are automatically refunded when clients cancel

How Clients Use These Features

Once enabled, clients will see Reschedule and/or Cancel buttons on their bookings in their account page (/my-account  ). The buttons will only appear for:

• Future bookings (not past classes)
• Bookings that meet the time restrictions you've set
• Bookings for classes where these features are enabled

What Happens When Clients Cancel

When a client cancels a booking:

1. Stripe refunds (if auto-refund is enabled): The payment is automatically refunded to the client's original payment method
2. Bundle credits: If the booking was made with a bundle code, the session is automatically re-credited to the bundle
3. Waitlist processing: If the class has a waitlist, the next person on the waitlist will be automatically notified of the available spot
4. Booking removal: The booking is removed from the system

What Happens When Clients Reschedule

When a client reschedules a booking:

1. The booking is moved to the new date/time
2. If rescheduling to a different class, the booking is transferred to that class
3. The original booking is replaced with the new one
4. You'll receive a notification of the change

Best Practices

For Rescheduling

• Set reasonable day ranges: 7-14 days is usually sufficient for most businesses
• Use hour restrictions: Setting a 24-hour cutoff prevents last-minute rescheduling that can disrupt your schedule
• Consider different classes: Enabling rescheduling to different classes gives clients more flexibility but requires classes to have the same pricing

For Cancellation

• Set cancellation deadlines: Requiring 7-14 days notice gives you time to fill the spot
• Enable auto-refunds: This reduces manual work and improves client satisfaction
• Consider your business model: For classes with limited capacity, stricter cancellation policies (more days required) help ensure spots are filled
• Add your cancellation terms into your custom terms and conditions.

Important Notes

• PayPal refunds: Automatic refunds only work for Stripe payments. PayPal refunds must be processed manually through your PayPal account
• Cash payments: Cash bookings can be cancelled, but there's no automatic refund process
• Bundle bookings: When a bundle booking is cancelled, the session is automatically re-credited to the bundle
• Past bookings: Clients cannot cancel or reschedule bookings for classes that have already occurred
• Time restrictions: Both features respect the time restrictions you set. If a booking is too close to the class time, the options will not be available

Troubleshooting

Clients can't see reschedule/cancel buttons

• Check that the feature is enabled in the class settings
• Verify the booking is in the future
• Confirm the booking meets the time restrictions (days/hours before class)
• Ensure the client is logged into their account

Cancellation not working

• Check that "Allow clients to cancel bookings themselves" is enabled
• Verify the cancellation deadline (days before class) hasn't passed
• Check server logs for any error messages

Refunds not processing

• Verify "Automatically refund Stripe payments" is enabled
• Check that the original payment was made via Stripe (not PayPal or cash)
• Review your Stripe account for any refund errors

Need Help?

If you're experiencing issues with client rescheduling or cancellation, please contact support with:

• The class name/ID
• The booking ID (if applicable)
• A description of the issue
• Any error messages you see