What clients see
Every upcoming session has a Need a change? row.
Client view
Open it to find Request reschedule, which asks you, and Cancel session, which cancels under your late window.
Clients can cancel or ask to move a session from the app
You set the rules, the app enforces them, and you hear about every change right away. How you cancel or move sessions yourself has not changed.
Both are on by default, and both are yours to turn off. Settings, then Cancellations & reschedules, under Clients.
Cancelling
Before the late window, nothing is charged.
Client view
Inside it, the session is charged, the same as when you mark a late cancel.
The client sees the charge before they confirm, and nothing happens until they accept it.
Reschedule requests
The client picks the days and times that work and can add a note.
Client view
Nothing moves until you tap Review on the request, then Pick a new time and Move the session.
To say no, tap Decline, then Decline the request. The session stays where it is. Either way you can add a note they will see.
You will know right away
Every client cancel, late cancel, request, or withdrawn request reaches you three ways: your notifications in the app, a push on your phone if you have the app with notifications on, and an email.
Trainer view
Your client gets the same when you approve or decline, and a confirmation when they cancel.
Your settings
Settings, then Cancellations & reschedules, under Clients.
Trainer view
- Let clients cancel in the app, and Let clients request a new time in the app. Both on by default.
- Turn one off and that button is replaced by a line asking the client to come to you: “Ask [your first name] to cancel this session.” or “Ask [your first name] to move this session.” Turn both off and it is one line covering both.
- Reschedule requests inside the window: Allow, Text only, or Off.
- Late window: 12, 24, or 48 hours, or your own number.
- An optional note in your own voice, shown when a client cancels.
The lines this never crosses
- Nothing reaches a client you have not invited to the app.
- Nothing is charged without the client seeing the charge first.
- A request never moves a session, only your approval does.
Common questions
Does a reschedule request move the session?
No. The client picks the days and times that work and can add a note, and nothing moves until you tap Review on the request, then Pick a new time and Move the session. To say no, tap Decline, then Decline the request. The session stays where it is. Either way you can add a note they will see.
What happens if a client cancels inside the late window?
The session is charged, the same as when you mark a late cancel. The client sees the charge before they confirm, and nothing happens until they accept it. Before the late window, nothing is charged.
How do I hear about a change?
Every client cancel, late cancel, request, or withdrawn request reaches you three ways: your notifications in the app, a push on your phone if you have the app with notifications on, and an email. Your client gets the same when you approve or decline, and a confirmation when they cancel.
Can I turn this off?
Yes. Let clients cancel in the app and Let clients request a new time in the app are both on by default, and either can be turned off in Settings, under Clients, on the Cancellations & reschedules page. Turn one off and the button is replaced by a line asking the client to text you instead.
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