How to Set Custom Booking & Cancellation Policies by Service?

You can set custom booking & cancellation policies by service with just a few clicks. Here’s how.

Click on "Business Setup & Customization" then "Policies" on the left side.

At the bottom you’ll see Custom Policies, click + Add Custom Policies.

On the + Add Custom Policy modal, fill out the details, select the service on the pulldown then click the active box for Booking and/or Cancellation policy.

From here, you can click the “Edit” link to customize the booking and cancellation policy of the selected service/s.

Use the fields and pulldowns then hit UPDATE. In the example below, the business did not customize the default policies.

Under Cancellation Options, you can either allow customers to cancel during policy window but charge cancellation fee or allow customers to cancel during policy window but withhold session credit.

Note: The toggles below are mutually exclusive. If one is toggled, the other one will be unselectable. Furthermore, cancellation options are uneditable if the default policies are inactive.

Charge Cancellation Fee

To charge a cancellation fee, enter a $ amount on the Cancellation Fee field, turn on the toggle for the charge cancellation fee option then hit SAVE.

IMPORTANT:

The cancellation fee field will not be able to be edited if the default cancellation policies at the top are inactive.
Only one policy can be selected for a service at a time. This means that updates made to the service's policy on the Edit Service screen updates the services selected for a policy on the Policies screen and, conversely, if you select a service under the custom policy to be covered by that policy, the policy selection should update on the Edit Service Screen (and should also update any other custom policy that has that service already selected to unselected.)

To edit the policy, click “Edit” beside it, make the necessary adjustments then hit SAVE.

That’s it! You’re done!

What will happen next?

Personal View

If your client decides to withdraw outside of the session’s cancellation policy, and the cancellation fee is set as the default response, they’ll be prompted that they’ll be charged the cancellation fee and a session credit will be returned to their account, similar to the one below. They’ll see the charge on their Purchase History and the session will be credited back to their account balance. You’ll also see the cancellation fee on your Sales Report and the action on your Bookings Report.

Note: If the session used to book came from an unlimited package/membership, the session will not be refunded back because it’s unlimited. Only drop-ins and limited packages sessions will be refunded back.

Business View

If you withdraw your client while cancellation policy is in effect, you’ll be given 3 options. You can either refund the client's session credit and charge cancellation fee, withdraw the client and withhold the client's session credit, or, override the policy and refund the client's session credit. Select one then hit CONFIRM.

Note: By default, all business users with Owner or Manager level access will be able to see and choose from the 3 options. All other business users will only see the option that is set as default, in this case it's to refund the client's session credit and charge cancellation fee. Screenshots below.

Once the client is withdrawn, you still retain the option on the business side to either re-book the client using their withheld credit or refund the session credit back to their account balance. Screenshots below.

Withhold Session Credit

To allow customers to cancel during the policy window but withhold their session credit (meaning that it will not be refunded to their account balance), turn on the toggle then hit SAVE.

Note: You can edit an existing custom policy or add a new one. You can either leave the cancellation fee field blank or enter a $ amount. In the example below, the business has created a new custom policy for another service, entered a cancellation fee charge and activated the withhold session credit option.

To edit the policy, click “Edit” beside it, make the necessary adjustments then hit SAVE.

That’s it you’re done!

What will happen next?

Personal View

If your client decides to withdraw outside of the session’s cancellation policy, they’ll be notified that their individual session credit will not be refunded to their account balance. You’ll see the action on your Bookings Report.

Note: If the session used to book came from an unlimited package/membership, the session will not be withheld by nature because sessions are unlimited. Only drop-ins and limited session packages will be affected by this particular cancellation policy.

Business View

If an Owner level account withdraws a client while cancellation policy is in effect, you’ll be given either 2 or 3 options. If you did not enter a $ amount on the cancellation fees fields, you can either withdraw the client and withhold the client's session credit, or, override the policy and refund the session credit.

Otherwise, all 3 options will be displayed: You can either refund the client's session credit and charge cancellation fee, withdraw the client and withhold the client's session credit, or, override the policy and refund the client's session credit. Select one then hit CONFIRM. Screenshots below.

Note: By default, all business users with Owner or Manager level access will be able to see and choose from 2-3 options. All other business users will only see the option that is set as default, in this case it's to withhold session credit. In the example below, the business has entered a $ amount on the cancellation fee fields. Screenshots below.

Once the client is withdrawn, you can either re-book the client using their withheld credit or refund the session back. Screenshots below.

That's about it! Any questions? Chat with us or send us an email to support@fitli.com.