Cancel bookings
As a studio you can cancel any booking, even after the cancellation deadline and after the session has started. This page describes cancelling a single booking. If a whole session is cancelled, you cancel the session, see Holidays, cancellations and cancelling sessions.
Where do I cancel a booking in the Manager?
You cancel a single booking in three places:
- In the session: open the session, tap the three dots next to the person in the Confirmed tab and choose Cancel booking.
- Under Manager → Bookings: Cancel booking on the booking.
- In the customer sheet: in the Bookings section via the row's menu, Cancel booking.
Trainers can only cancel if they have the right to do so.
Cancel a booking: the process
When cancelling, the Cancel booking sheet opens:
- Under Refund, choose what should happen with the payment (see the next section).
- Leave Notify the customer by email switched on if the customer should receive an email. This is the default.
- If needed, enter a Cancellation reason (optional).
- Tap Cancel booking.
If the booking leads a group, the sheet shows a note: the companions are cancelled too.
Refund when the studio cancels
Which options you have under Refund depends on how the booking was paid:
| Paid with | Options |
|---|---|
| Stripe or PayPal | Refund automatically (suggested) or No automatic refund. The customer gets the full amount back, while the studio doesn't get the Stripe fee back. |
| Payment on site or bank transfer, already paid | Mark as manual refund (suggested) or No automatic refund. Marking creates an open refund, and you pay the money back yourself. |
| Credits | No choice. Credits used are always refunded automatically. |
| Not paid yet or free | No choice, there is nothing to refund. |
The full amount is always refunded. You can't choose a partial amount. You use No automatic refund, for example, if you pay out on site or settle it otherwise.
If the customer paid with a voucher, the amount is restored on the voucher.
What the customer gets when you cancel
With Notify the customer by email, the customer receives a "Cancellation confirmation" email. If there was an invoice for the booking, Bookicorn automatically creates a cancellation invoice and attaches it to the email. The cancellation invoice is also created if you switch off the email.
If the customer is checked in for this session, the check-in is removed when cancelling.
Does someone move up from the waitlist when I cancel?
Yes. If cancelling frees up a spot and people are on the session's waitlist, the next person moves up automatically. This applies with the "Waitlist" addon and only before the session starts. How moving up works in detail is described under Waitlist.
When a whole session is cancelled, nobody moves up.
Rebook instead of cancelling
If the person only wants to switch to another session, you can rebook instead of cancelling with the "Rebooking" addon. The payment then moves along to the new booking. See Rebooking.
When customers cancel themselves
Customers cancel themselves in the customer app or in the customer area, as long as the offering's cancellation deadline hasn't passed. After that, it's only possible through you. Details under Cancellation by customers.
Frequently asked questions
Can I still cancel after the cancellation deadline? Yes. As a studio you can cancel any booking at any time, even after the session has started.
Does the customer get their money back automatically? With Stripe and PayPal, yes, if you choose Refund automatically. Credits are always refunded automatically. You pay back money paid in cash or by bank transfer yourself.
Can I refund only part of it? No. Either the full amount is refunded or nothing.
Can I cancel without the customer receiving an email? Yes. Switch off Notify the customer by email.
What happens with the waitlist when I cancel? With the "Waitlist" addon, the next person moves up automatically, as long as the session hasn't started yet.