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
You set the cancellation deadline once as the studio default and only deviate on an offering where you need to:
- Open Settings → Bookings (app.bookicorn.net/einstellungen/buchungen) and switch on Free cancellation only up to a deadline under Cancellation deadline.
- Choose Time before, for example 24 hours, or Fixed time, for example the day before at 8:00 pm, and save.
- If an offering should work differently, open it, go to the Booking rules section and choose Own rule under Cancellation deadline.
Without a deadline, customers can cancel at any time up to the start of the session. Times are calculated in your studio's time zone, for a block from the first session. The booking confirmation states until when free cancellation is possible. Everything about deadlines is under Deadlines.
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? As the studio default under Settings → Bookings, and differently on an offering in the Booking rules section with Own rule.
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.