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Cancellation Policy for Appointments/Classes

In Pike13, clients can always cancel a scheduled appointment or class enrollment. Within each service a business can set a cancellation policy that when a client cancels within a designated period of time, the client will be marked as a "Late Cancel" and the client can be charged a fee or have a visit deducted for canceling late.

In this article

Setting a cancellation policy

    1. Click on Settings at the top of any page.
    2. Select Services.
    3. Click on the service you wish to add or update the cancellation policy.
    4. Choose the Cancellation tab.
    5. Set a Deadline for free cancellation
      • Select No if there is no penalty for canceling or no shows.
      • Select Yes if you wish to charge a fee and/or deduct a visit when a client cancels within the set cancellation period. Then, designate how many hours before their scheduled session a client can cancel without penalty. 
        • When a client cancels before the time set in your cancellation policy, they will be removed from the class roster or their appointment will be removed from the schedule.
        • If the clients cancel after the cancellation period, they will not be removed from the appointment or class but will appear as a "Late Cancel" in the roster.

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Configuring the cancellation policy

When you select to charge for cancellation, you can then decide if a client who late cancels or no shows will be charged a fee and/or have a visit deducted. Below are examples of ways to configure your cancellation policy.

  • Charge a set fee only
    Staff will have the option to charge a client the set cancellation fee but not deduct a visit.

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  • Deduct a visit only
    A visit will be automatically deducted from their active pass or plan. 

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  • Charge a fee and deduct a visit
    Staff will have to choose whether to charge a fee or deduct a visit when a client late cancels or no shows. 

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  • Do not charge a fee nor deduct a visit
    Since there is no penalty for canceling, the client will not be marked as a late cancel. When they cancel an appointment it will be removed from the schedule and when canceling a class they will be removed from the roster. 

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Best Practice

Set cancellation fee to allow make-ups.

If you wish to allow staff members to be able to issue a make-up passes for late cancels or no shows, your cancellation fee must be set up to NOT allow a fee to be charged and only allow a visit to be deducted from their current pass or plan.

Warning

Cancellation Fee is set for $0 and a visit cannot be deducted.

If the cancellation fee is set to charge $0 and a visit cannot be deducted, there is no penalty for canceling. Since there is no penalty, clients will not be marked as a late cancel. When they cancel, the client will always be removed from the class roster or the booked appointment will be removed from the schedule.