Bookings FAQ

Answers to common questions about bookings, cancellations, and waitlists.

Booking Process

How do customers book a course?

1. Open course schedule (website or dashboard)
2. Select course
3. Check details
4. Book with credits or direct payment
5. Receive confirmation

What booking types are available?

What does the customer see when booking?

• Course name and description
• Trainer
• Date, time, duration
• Location/room
• Available spots
• Credit cost or price

Booking Rules

What is the booking window?

The period from which courses can be booked:

• e.g. "30 days in advance"
• Courses outside this window are visible but cannot be booked

What is the booking cutoff?

The deadline until which courses can be booked:

• e.g. "2 hours before the course starts"
• No more bookings are possible after this

Can I have different rules per course?

Yes:

1. Global rules (apply to all)
2. Course type-specific rules
3. Individual course overrides

How do I avoid overbooking?

• Set maximum participants per course
• Enable waitlist
• System automatically blocks when capacity is full

Cancellations

How do customers cancel?

1. Open dashboard
2. "My Courses"
3. Select booking
4. Click "Cancel"
5. Confirm

What is the cancellation period?

The point until which cancellation is free of charge:

• e.g. "24 hours before the course starts"
• After deadline: No cancellation or no refund

What happens after the cancellation period?

Depending on settings:

• Cancellation no longer possible
• Cancellation possible but no credit refund
• Partial refund

Are credits automatically refunded?

Yes, for cancellations within the period:

• Credits go back to the same package
• Expiry date remains unchanged

Can I cancel on behalf of customers as admin?

Yes:

1. Open course
2. Participant list
3. Select participant
4. "Remove"
5. Choose refund (yes/no)

Course Cancellation

How do I cancel a course?

1. Open course in admin
2. Click "Cancel course"
3. Provide reason (optional)
4. Confirm

What happens when a course is cancelled?

Automatically:

• All participants are informed by email
• Credits are refunded
• Direct payments are refunded
• Bookings are cancelled

Can I restore a cancelled course?

No. You must create a new course. Customers need to book again.

How do I inform customers about cancellation?

Automatically by email. Additionally you can:

• Send message via chat
• Announcement in dashboard

Waitlist

How does the waitlist work?

1. Course is fully booked
2. Customer joins waitlist
3. When a participant cancels:
   • First on waitlist is notified
   • Time limit to book (e.g. 2 hours)
   • If not booked: Next person is notified

Are credits deducted for the waitlist?

No. Credits are only deducted when the actual booking takes place.

Can the customer leave the waitlist?

Yes:

1. Dashboard → My Courses
2. Open waitlist entry
3. "Remove from waitlist"

How long is the time limit for waitlist booking?

Standard is 2 hours. You can change this in the settings.

What about automatic waitlist booking?

Optional: If enabled, the first person is automatically booked without confirmation. Credits are deducted.

Check-In

How does check-in work?

Options:

1. QR code: Customer shows code, trainer scans it
2. Manual: Trainer marks attendance
3. Self check-in: Customer checks in at terminal

Where is the QR code?

• In the booking confirmation email
• In the customer dashboard under the booking

What happens with a no-show?

Depending on settings:

• Credits are not refunded
• Automatic marking as "Did not appear"
• Optional: Block after X no-shows

Can I change check-ins retroactively?

Yes:

1. Open course
2. Participant list
3. Change status (Present/Did not appear)

Multiple Bookings

Can a customer book the same course twice?

No. One person = one booking per course. The system prevents double bookings.

Can a customer book multiple courses on the same day?

Yes, as long as the courses are not at the same time.

What about overlapping courses?

The system warns:

"You already have a booking at this time:
[Course X] at 10:00"

Booking is still allowed (customer decides).

Managing Bookings (Admin)

How do I see all bookings?

Dashboard → Bookings:

• Filterable by course, date, status
• Exportable as CSV

Can I manually add customers to a course?

Yes:

1. Open course
2. "Add participant"
3. Search for customer
4. Choose with/without credit deduction

Can I export the participant list?

Yes:

1. Open course
2. Participant list
3. "Export" → CSV or PDF

How do I see a customer's booking history?

1. Customers → Search for customer
2. Open profile
3. Tab "Bookings"

Email Notifications

Which emails do customers receive?

Can I customize email texts?

Yes, under Settings → Email Templates. You can:

• Change subject
• Customize content
• Use variables (name, course, date, etc.)

Customer has not received an email?

Check:

1. Customer's spam folder
2. Email address correct?
3. Check under Customers → Email history
4. Notifications enabled?

Special Cases

Booking for someone else?

Not directly possible. Each person needs their own account. For groups:

• Offer group package
• Admin books manually

Can I transfer bookings to another course?

Not automatically. Workaround:

1. Cancel old booking
2. Refund credits
3. New booking in the other course

What about a sick customer?

Depending on studio policy:

• Within period: Normal cancellation
• After period: Admin can manually refund credits
• With doctor's note: Special arrangement

Booking for a trial session?

Options:

1. Create free credit voucher
2. "Trial session" course type with 0 credits
3. Admin books manually without credit deduction

Common Issues

Customer cannot book

Check:

1. Enough credits?
2. Course still bookable (booking cutoff)?
3. Course not fully booked?
4. No overlap with another booking?
5. Account not blocked?

Booking disappears

Possible causes:

• Course was cancelled
• Admin cancelled it
• Customer cancelled (on another device)

Wrong participant count

• Clear cache
• Check waitlist
• Check cancellations

Next Steps

• Credits FAQ →
• Technical FAQ →
• Back to FAQ overview →