You can now track and charge clients who decide to cancel beyond your policy or do not show up to class. By default, when a client is either a late cancel or no-show, they will have to pay the session fee as if they attended the session.
If no late-cancel/no-show policy is set, the system will not charge the client or deduct credits. However, the system will still track the no-show, but no credits will be returned to the client.
This new feature allows you to charge an additional fee as a penalty.
Policies can be configured to either forfeit credits or return them upon late cancellation, depending on your business rules.
What is a late cancel / no show?
Late Cancel This is defined as a student who cancels after the cancellation policy window has closed. You can update your cancellation policies in settings --> scheduling.
Note: Cancellation windows can be configured in Settings > Class & Booking Settings > Booking Windows, which override General Business Settings.
No Show This is defined as any student who is not checked into class. If you'd like to track no shows it will be important to start tracking attendance for your live classes.
How to track late cancel and no shows
Turn on "Track Late Cancel No Show"3. Configure policies for specific services or pricing options in the same settings page.
You can also automate late cancel no show here. If automatic charging is disabled, no-show or late-cancel fees will not appear on the client’s account and must be processed manually via the No-Show & Late Cancel report.
Automated policies are applied daily at 12 PM Eastern Time.
How to mark a client as a late cancel
Tap into the class check-in screen from the home page of the dashboard
Tap ... on the right-hand side of the screen
Tap on "Late cancel reservation"
How to mark a client as a no show
If you do not check in a client by tapping on the + sign in the class roster, the client will be automatically marked as a no-show.
How to view and export the late cancel / no-show report
Go to reports --> Late Cancel / No Show
Tap on To-Do to find all of the clients to waive or charge
Tap on Done to export a report of all clients who have been processed by the team
How to waive late cancellation / no show
Waiving the fee will remove the client from your list over to the Done report if you'd like to track how many times you have graced the customer.
You can also manually restore credits by editing the client's membership or package after waiving the fee. Additional methods include canceling the client out of the session and returning the credit from the session details, manually adding a credit back to their account via the Credit Balance section in their profile, or selling a new credit to their account at $0 to avoid charging them.
Tap on Waive Fee
Click "Mark as "graced no show"
How to charge for late cancel / no show
Tap on charge client
Enter the total amount you would like to charge them
Tap "Charge"
From there, the client will be charged the full penalty.
Package holders lose credits for no-shows and may regain credits for late cancellations with a fee. Unlimited members are charged specific fees for both scenarios. For packages or subscriptions, credits are returned to the customer’s account. For direct paid purchases, the dollar amount is refunded to the card on file.
Special Cases
Unpaid Clients: If an unpaid client attempts to late cancel, the system will block the action and prompt them to contact the studio. You can manually adjust their credits or fees.
Grace Policies: Grace settings for late-cancel/no-show fees are configured in No-Show/Late Cancel settings and associated with memberships or pricing options.
FAQs
Why do late cancellations still appear on reports when no fees apply?
Late cancellations and no-shows always appear on reports for visibility, even if fees are waived or no policy is in place.
How do I verify if a client was charged a no-show or late-cancel fee?
Open their profile and review the Payments section.
What happens to refunds when no policy is set?
Credits are not returned; the system only tracks the no-show.