Cancellation deadline and cancellation by customers
Customers can cancel their bookings themselves as long as the offering's cancellation deadline hasn't passed. This page explains where you set the cancellation deadline and what happens when customers cancel.
Set the cancellation deadline for an offering
You set the cancellation deadline per offering:
- Open the offering under Manager → Offerings and tap Edit.
- Open the Booking rules section.
- Under Cancellation deadline, choose the unit: Hours, Days, Weeks or Months. The field for the number appears after that.
- Tap Save.
With No deadline, customers can cancel at any time until the session starts. A deadline of 24 hours means: cancelling is possible until 24 hours before the start.
There is no studio-wide cancellation deadline for all offerings. Set the deadline on each offering. It is calculated in your studio's time zone, and for a block from the first session.
Where customers cancel their booking
Customers cancel in the customer app or in the customer area in the browser, which has the same interface:
- Open the Bookings tab at the bottom.
- Tap the booking.
- Tap Cancel. For a block the button reads Cancel entire booking, and for an open request Withdraw.
- Confirm the question "Do you really want to cancel this booking?" with Cancel.
Before that, the booking shows until when it can be cancelled and what will be refunded. Customers can also send a Message to Trainer (optional), which goes to your studio with the cancellation.
There is no cancel button on the booking page itself. The booking confirmation contains a link to the customer area.
What happens after the cancellation deadline has passed
After the cancellation deadline, customers can no longer cancel their booking themselves. There is no late cancellation without a refund. In the customer app the button disappears, and the booking shows: "The cancellation deadline has passed. Please contact the studio."
If the person should be cancelled anyway, you do that in the Manager. As a studio you can cancel at any time and decide on the refund yourself, see Cancel bookings.
Refund when customers cancel themselves
If a customer cancels within the deadline, Bookicorn refunds automatically:
- Credits are refunded.
- Stripe and PayPal: the payment is refunded in full.
- Payment on site or bank transfer, already paid: you receive the note "Manual refund required" under Notifications and refund it yourself.
- Block: the block payment or the block credits are returned.
The customer receives a "Cancellation confirmation" email, and you receive a notification about the cancellation. With the "Waitlist" addon, the next person on the waitlist then moves up.
Rebook instead of cancelling
With the "Rebooking" addon, customers can move to another session of the same offering within the same deadline, without cancelling and booking again. See Rebooking.
Frequently asked questions
Where do I set the cancellation deadline? On the offering, in the Booking rules section under Cancellation deadline. There is no studio-wide deadline.
Can a customer still cancel after the deadline? No, not themselves. They contact you, and you cancel in the Manager.
Does a customer get their money back if they cancel themselves? Yes, within the deadline. Credits, Stripe and PayPal payments automatically, while you refund money paid in cash or by bank transfer yourself.
Can I charge a cancellation fee? No. Within the deadline, a full refund is always made. After the deadline, the customer can no longer cancel themselves.
Can a customer cancel on the booking page? No. Cancelling is done in the customer app or in the customer area under Bookings.