Canceling Bookings: Process and Outcomes

Quick guide to canceling sessions, understanding credit refunds, and managing cancellation notifications

Quick navigation: Schedule → Calendar → Click booking → Cancel

Who can cancel bookings?

Admins & Coaches

Full cancellation control:

• Cancel any booking at any time
• Cancel single sessions or entire recurring patterns
• Override cancellation policies
• No restrictions

Use cases: Schedule conflicts, coach illness, facility issues, athlete requests

Athletes

Limited by your cancellation policy:

• Can only cancel their own bookings (if product allows)
• Subject to time restrictions (e.g., 24-hour notice)
• May lose credits based on policy
• Cannot cancel past sessions

Access: Through athlete portal/app or booking confirmation link

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How to cancel a booking

1. Find the booking

   Two ways to access:

   1. From Calendar: Schedule → Calendar → Click the booking
   2. From Athlete Profile: People → Clients → Select athlete → Upcoming Bookings

   Choose whichever is most convenient.

2. Open booking details

   Click on the specific booking to open the details panel.

   You’ll see:

   • Athlete name
   • Session time/date
   • Scheduler type
3. Click 'Cancel'

   Look for the Cancel button (usually red or in actions menu).

   Click it to initiate cancellation.

4. Confirm cancellation

   System asks for confirmation to prevent accidental cancellations.

   Note: If a client booked with a credit the system will prompt you to refund the credit to their account or not.

   

   Cancel to complete the cancellation.

   Booking canceled! Session removed from calendar, athlete notified, credits handled per policy.

Bulk cancellation: To cancel multiple sessions at once (like an entire week), cancel each individually from the calendar. There’s no bulk cancel currently—filter your calendar to the specific date range to speed this up.

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What happens when you cancel?

Calendar Updates

Immediate changes:

• Booking removed from your calendar
• Time slot becomes available again
• Athlete’s calendar updated
• Capacity opens up (for group sessions)

Notifications Sent

Who gets notified:

• Athlete receives cancellation email/SMS
• You receive confirmation
• Any followers/coaches assigned to session

Message includes: Canceled session details, cancellation reason (if provided)

Credit Handling

Depends on your policy:

• With proper notice: Credits refunded
• Late cancellation: Credits forfeited
• Free sessions: No credit impact

See credit policies section below.

Recurring Bookings

For recurring sessions:

• Canceling ONE occurrence: Only that session canceled
• Canceling ENTIRE pattern: All future sessions removed
• Already-completed sessions: Unaffected

See Recurring Bookings for details.

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Cancellation scenarios and outcomes

Coach cancels with advance notice

Scenario: You cancel athlete’s session 48 hours in advance

What happens:

• ✅ Booking removed from calendar
• ✅ Athlete notified immediately
• ✅ Credits refunded (if credit-based)
• ✅ Athlete can rebook another time
• ✅ Professional courtesy maintained

Best practice: Offer alternative times in cancellation message

Example message: “Hi Jake, need to cancel Tuesday’s session due to facility maintenance. Can we reschedule for Wednesday 5pm or Thursday 6pm?”

Coach cancels last-minute

Scenario: You cancel session on same day (emergency)

What happens:

• ✅ Booking removed
• ✅ Athlete notified
• ✅ Credits refunded (coach cancellations typically refund regardless of timing)
• ⚠️ May impact athlete satisfaction

Best practice:

• Call/text athlete directly (don’t rely only on auto-notification)
• Offer priority rebooking
• Consider offering extra session or discount for inconvenience

Example: “Jake, I’m so sorry but I’m sick and need to cancel today’s 6pm session. Credits fully refunded. Can I offer you a free 15-min extension on your next session?”

Athlete cancels with proper notice

Scenario: Athlete cancels 24+ hours before session (within your policy)

What happens:

• ✅ Booking removed
• ✅ You’re notified
• ✅ Credits refunded to athlete
• ✅ Time slot opens for other bookings
• ✅ No penalty

Coach action needed: None (system handles automatically)

Optional: Send quick confirmation message acknowledging cancellation

Athlete cancels late (violates policy)

Scenario: Athlete cancels with only 6 hours notice (policy requires 24 hours)

What happens:

• ✅ Booking removed
• ❌ Credits NOT refunded (forfeited per policy)
• ✅ You’re notified
• ⚠️ Time slot might be too late to fill

Coach decision points:

• Strict enforcement: No refund, credits lost
• One-time courtesy: Manually refund credits, warn about future
• Consider circumstances: Legit emergency? Offer flexibility
• Edit Scheduler: Adjust your minimum cancellation notice to your policy to avoid cancellation through the system

Example strict message: “Hi Sarah, I see you canceled today’s session. Per our 24-hour policy, the credit has been forfeited. Please make sure to cancel earlier next time!”

Example flexible message: “Hi Sarah, I see you canceled today’s session last-minute. I’ll refund the credit this time as a courtesy, but please note our 24-hour cancellation policy for future sessions.”

Athlete no-shows

Scenario: Athlete doesn’t show up and doesn’t cancel

What happens:

• ✅ Session time passes
• ❌ Credits NOT refunded (forfeited)
• ⚠️ Wasted time slot
• ⚠️ Potential revenue loss

Coach action required:

2. Message athlete/parent to check in
3. Enforce no-show policy
4. Consider pattern (multiple no-shows = conversation needed)

Example message: “Hey Chris, I noticed you didn’t make it to today’s 5pm session. Everything okay? Per our policy, the credit has been used.”

Canceling group session with participants

Scenario: You need to cancel a group class with 8 athletes booked

What happens:

• ✅ All athletes can be notified at once
• ✅ Credits refunded to all participants
• ✅ Full capacity opens up

Best practice:

• Send group message explaining cancellation
• Offer alternative date/time
• Consider posting on social media if you have regular group classes

Example: “Hey team, tonight’s 6pm bootcamp is canceled due to weather. Rescheduled for tomorrow same time. All credits refunded—see you tomorrow!”

Canceling one occurrence in recurring series

Scenario: Athlete’s recurring Tuesday sessions, need to cancel just Oct 15

What happens:

• ✅ Single session removed
• ✅ All other Tuesdays remain scheduled
• ✅ Credits refunded (if applicable)
• ✅ Recurring pattern continues

How to do it:

• Click Oct 15 session → Cancel
• OR use “Skip” in Occurrences view (see Recurring Bookings)

Note: This doesn’t affect the recurring pattern itself—future sessions continue as scheduled.

Canceling entire recurring pattern

Scenario: Athlete discontinues training, needs to cancel all future sessions

What happens:

• ✅ All remaining recurring sessions deleted
• ✅ Athlete notified once
• ✅ Credits NOT automatically refunded (handle manually if needed)
• ✅ Calendar cleared of all future occurrences

How to do it:

1. Click any session in recurring series
2. Open Occurrences view
3. Delete entire pattern

Important: Past completed sessions remain unaffected.

See Recurring Bookings for full details.

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Understanding cancellation policies

Your cancellation policy determines credit refund rules. Configure this in your scheduler settings.

Common policy structures

24-Hour Policy (Recommended)

Configuration:

• Cancel 24+ hours before: Credits refunded
• Cancel 24 hours: Credits forfeited
• No-show: Credits forfeited

Best for: Most coaches, balanced fairness

Why it works:

• Gives you time to fill the slot
• Fair to athletes who plan ahead
• Industry standard

Strict Same-Day Policy

Configuration:

• Cancel by 6am on session day: Credits refunded
• Cancel after 6am: Credits forfeited
• No-show: Credits forfeited + possible penalty

Best for: High-demand schedules, waitlists common

Why it works:

• Protects premium time slots
• Reduces last-minute cancellations
• Maximizes booking efficiency

Lenient Policy

Configuration:

• Cancel anytime: Credits always refunded
• No-show: Credits forfeited (only exception)

Best for: New businesses, building clientele, trial periods

Why it works:

• Low barrier for new athletes
• Builds goodwill
• Competitive advantage in crowded markets

Risk: Higher cancellation rates, harder to plan

Hybrid/Tiered

Configuration:

• 48+ hours: Full refund
• 24-48 hours: 50% credit refund
• Less than 24 hours: No refund
• No-show: No refund + $10 fee

Best for: Premium services, established businesses

Why it works:

• Graduated consequences
• Incentivizes early cancellation
• Protects business while offering flexibility

Setting your policy

Where to configure:

1. Go to scheduler settings
2. Find “Cancellation Policy” section
3. Set time window (e.g., 24 hours)
4. Choose refund behavior

Communicate clearly:

• Display policy on booking page
• Include in confirmation emails
• Remind athletes periodically

Policy enforcement: The system can enforce policies automatically, but you always have manual override ability. Use discretion for legitimate emergencies.

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Credit refund scenarios

Important: Credit refunds depend on your cancellation policy configuration. These are typical scenarios—your actual setup may differ.

Scenario	Credits Refunded?	Notes
Coach cancels anytime	✅ Yes (always)	Regardless of timing, coach cancellations refund credits
Athlete cancels with proper notice	✅ Yes	Within policy window (e.g., 24+ hours)
Athlete cancels late	❌ No	Outside policy window = forfeited
Athlete no-show	❌ No	Credits used, session counted
Free session canceled	N/A	No credits involved
Paid session canceled (proper notice)	✅ Yes	Refund to original payment method or credit account for an alternative training session
Recurring pattern deleted	Manual	Handle refunds on case-by-case basis

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Best practices for cancellations

Clear Policy

Document and share your cancellation policy:

• On website booking page
• In welcome packet
• In confirmation emails
• Verbally during onboarding

Result: Fewer disputes, clear expectations

Offer Alternatives

When you cancel, immediately offer rebooking options:

• “Can we move to Thursday?”
• “Next week same time work?”

Result: Maintains momentum, reduces dropout

Use Discretion

Enforce policies consistently but allow for:

• Legitimate emergencies
• First-time exceptions
• Long-term loyal clients

Balance: Fairness + flexibility = retention

Track Patterns

Monitor cancellation rates by:

• Individual athletes
• Time slots
• Session types

Action: Address chronic cancelers, adjust popular times

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Quick reference: Cancellation checklist

When canceling a booking:

• Cancel as soon as you know (maximize notice time)
• Send personal message (don’t rely only on auto-notification)
• Offer alternative times/dates
• Confirm credit refund status with athlete
• Note reason for cancellation (for your records)
• For recurring sessions: Clarify if this is one session or entire pattern
• For group sessions: Consider group message/announcement
• Follow up day after to confirm athlete received notice

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Next steps

Recurring Bookings

Understand how cancellations work within recurring patterns

Scheduler Settings

Configure your cancellation policies and rules

Credit System Guide

Deep dive into how credits work with cancellations

Related articles

Booking Types

Understand different booking methods

Calendar Management

Navigate and filter to find bookings to cancel

Troubleshooting

Fix common booking and cancellation issues

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You now understand: How to cancel bookings, what happens to credits and notifications, and how to handle various cancellation scenarios professionally.

Questions about cancellation policies? Our support team can help you configure the optimal cancellation rules for your coaching business. Contact Support