Cancel an individual client booking
Tobias Gundry
Updated
Cancel an individual booking when a client asks your team to give up their place. The class stays on the timetable and the other clients’ bookings stay in place.
A cancellation made by staff from the dashboard does not apply late-cancellation penalties, even close to the class start time.
Open the booking
- Go to Openings, find the class and select Manage.
- Open the client’s booking. Check the name, class, date and time. For a family booking, check that you have the intended person’s place.
- Select Cancel booking.
The button is shown only while the class is in the future and the booking has not already been cancelled. If the client wants another session instead, move their booking.
Confirm the cancellation
The Cancel Booking screen explains that the booking credit will be returned and the client will be notified. Select Confirm Cancellation to release their place.
The credit notice refers to booking credits. It does not mean a payment will be refunded.
What happens to the credit or payment
- Membership or credit pack: the credit used for the booking is returned to the plan it came from.
- Super credit: the used super credit is returned to the client.
- Complimentary booking: no credit was used, so there is nothing to return.
- Direct Purchase: the money is not refunded automatically. If a refund is due under your studio’s policy, issue it separately from the client’s payment record.
For the steps to find and refund a direct payment, see Refund a payment when a direct booking failed. That article describes a different reason for refunding, but the payment-record steps are the same.
Staff cancellations and your penalty policy
Use this workflow when your team intends to cancel without a late-cancellation penalty. It does not apply the rules used when a client cancels their own booking. See Set up late cancellation and no-show penalties for those rules.
If the entire session cannot run, use Cancel class openings to cancel the class and its bookings together.
Related articles
Let clients book for children, family members, and friends
Allow clients to add profiles for the people they book for, then manage those profiles and their class bookings from one account.
Use a waitlist to fill a cancelled place
Turn a waitlist on for a class, choose how it processes, give members priority, and read the queue when a place comes free.
Find out why a booking failed and what to do next
Use the failed booking details to find the reason a booking did not complete, then decide whether you need to free allocation, contact the client, or refund a payment.
Move an existing client booking
There will be times when you need to move a client’s existing booking to another opening — perhaps the client asked to switch to a different time, or you need to rebalance attendance across classes.