Holidays, cancellations and cancelling sessions

When a session is cancelled, you go on holiday or a substitute steps in, the Manager has a separate route for each case. This page explains which route is for what and what your participants get.

Cancel a single session

You cancel a single session in the session itself:

1. Tap the session in the calendar.
2. Open More at the top and choose Cancel.
3. Under Refund, check what each person gets back.
4. Leave Send cancellation email to participants switched on if participants should receive an email. This is the default.
5. If needed, enter a Cancellation reason (optional). It then appears in the email.
6. Tap Cancel session.

You can also cancel a session without bookings. The session then stays in the calendar with the Cancelled badge.

Admins can always cancel, trainers only with the right to do so.

What participants get when a session is cancelled

When cancelling, Bookicorn cancels all confirmed and open bookings for this session and refunds them in full:

With the cancellation email switched on, each person receives a "Course cancelled" email with the reason and a sentence about their refund, for example that their credits have been refunded. Guests without an account receive the email at the address they provided. If there was an invoice for a booking, Bookicorn automatically creates a cancellation invoice and attaches it to the email.

Anyone on this session's waitlist receives a notification that the session has been cancelled.

You and the session's trainer receive a message about the cancellation.

Reactivate a cancelled session

You bring back a cancelled session in the session under More with Reactivate. The session can then be booked again. The bookings that were cancelled when you cancelled the session stay cancelled, and no email is sent. So let your participants know yourself that they can book again.

Cancel a session of a block

You cancel a single session of a block in the same way. Only the attendances for this one session are then cancelled. There is no refund, because the block was paid for as a whole. More about blocks under Block courses.

Cancel a whole session series

If a whole series is cancelled, you cancel all upcoming sessions at once:

1. Open the offering under Manager → Offerings.
2. Open the Series Dates section and tap Manage series sessions.
3. For the series, choose Cancel series.

Each upcoming session of the series is cancelled just like a single session: bookings are cancelled and refunded, and participants always receive a cancellation email.

Delete series is not meant for this: for a booked series, it only sets the sessions to cancelled, but doesn't cancel the bookings and refunds nothing.

Enter holidays or closing days

There is no studio-wide holiday in the Manager that cancels all sessions at once. Depending on the type of offering, you proceed as follows:

Offerings with fixed sessions: cancel the sessions in the holiday period individually, as described above. It's best to only continue creating new series after the holiday. For a session block, you can exclude individual days when creating it.

Offerings with free time selection: enter the holiday in the availability profile under Closed with Add period. No times can be booked during this period. Sessions already booked remain, and you cancel them individually. More under Free time selection.

Block the studio, rooms and resources: on the Blockings & utilization page (app.bookicorn.net/raumplan), use Add blocking to create a blocking with the reason Holiday and choose Entire location, Room or Resource under What are you blocking?. Location and room need the "Occupancy Management" addon, resources the "Resources" addon. A blocking works like this:

• During the blocked time, Bookicorn offers no times with free time selection and no resources.
• Existing sessions with fixed times are not cancelled and remain bookable. Cancel them via the session. When creating or editing a session, the Manager only shows a note about the blocking.

More under Occupancy Management.

Substitute when a trainer is unavailable

If someone steps in for a session, you enter the substitute in the session:

1. Open the session and choose Edit under More.
2. For the Trainer field, switch on the custom value and choose the substitute.
3. Tap Save.

This only applies to this one session. Customers and the substitute don't receive an automatic message. If you want to inform the participants, use Email all in the session.

There is no absence for a trainer that automatically blocks or reassigns their sessions. The times in a trainer's Availability tab are not taken into account when booking.

Move a session instead of cancelling it

If a session takes place at a different time, you move it instead of cancelling it: in the session under More → Edit, change the date and time. All participants with a confirmed or open booking receive a "Session moved" email with the old and the new time. Their booking remains. Details under Create and edit sessions.

Deactivating an offering is not a cancellation

If you deactivate a whole offering, all its sessions are set to cancelled. However, the bookings remain and are not refunded. So when booked sessions are cancelled, always cancel them with Cancel.

Frequently asked questions

How do I enter a holiday? For free time selection, in the availability profile under Closed. For fixed sessions, you cancel the sessions during the holiday individually. With a blocking with the reason Holiday under Blockings & utilization you can also block locations, rooms or resources, but that only affects free time selection and resources.

Do my customers get their money back if I cancel a session? Yes. Credits, Stripe and PayPal payments are refunded automatically. For payment on site or bank transfer, you refund it yourself, and Bookicorn reminds you.

Do participants receive an email? Yes, if Send cancellation email to participants is switched on. This is the default.

Can I undo a cancellation? For the session, yes, with Reactivate. The cancelled bookings stay cancelled, though, and participants have to book again.

My trainer is ill. How do I add a substitute? In the session under More → Edit, choose the substitute in the Trainer field. Participants don't receive a message about this, so write to them with Email all if needed.

Can I cancel all sessions in a period at once? No. You can cancel individual sessions or a whole series with Cancel series.

More pages

• Create and edit sessions →
• Cancel bookings →
• Free time selection →