Cancellation and no-show policy
Count late cancels and no-shows as strikes; after the number you set, use up a session or add a fee. A warning at each strike, and your team can waive one with a reason.
BookingsBookings › Settings › Policies → Cancellation and no-show. Switch it on and set:
- The late-cancel window: a cancel by the client this many hours or less before the start is a late cancel. Customers cannot cancel online inside your booking page’s cancellation notice anyway; this also covers a client who phones the desk.
- What a no-show leads to, and what a late cancel leads to: nothing, a warning only, use up a session (from their membership, or a package for that service), or a fee.
- Strikes before it applies, and the days they count over: with 3 within 30 days, the first two are warnings and the third uses the session or adds the fee. After it applies, the count starts again.
A fee becomes an open sale on Checkout for them to pay at their next visit (Today shows Owes RM 30.00), or an invoice with a pay link when Checkout is off. Cancelling from the calendar asks who asked: The client (it counts) or We did (it does not).
The booking shows what happened (for example “No-show, strike 2 of 3”), and so does the client’s timeline. Waive asks for a reason and undoes it: the session goes back, an unpaid fee is removed or its invoice voided. Anyone can waive a warning or a session; a fee takes an owner, an admin or Sales figures. The table under the policy lists the latest ones.