Late cancellation and no-show fees

Late-cancellation and no-show fees let you charge clients who cancel too close to a class or do not turn up. Fees are optional — leave them at 0 and no fee is ever charged, you will just see the status on the booking.

Set your fees

Fees live on each service, not on the gym as a whole. They are only ever charged on services whose Category is Classes — a fee set on a PT service is never taken. On a service you set:

• Late cancellation window (hours) — how long before a class a client must cancel to avoid a charge.
• Late cancellation charge — taken when a client cancels inside that window.
• Missed class charge — taken when a client never checks in to a class they booked. It needs Requires check-in ticked on the same service: without a check-in step, nobody is ever counted as missing.
• Return class credit for late cancellations — optionally hand the session credit back even though the cancellation was late.

Services are edited under Products, on the Services tab.

How a fee is charged

Fees are applied automatically — you do not need to do anything. Both kinds are worked out once a day, at 3pm the day after the class, not at the moment someone cancels.

• A no-show is a booking for a past class that the client never checked in to.
• A late cancellation is a booking cancelled inside the cancellation window. Cancelling within 10 minutes of booking is never late, and nor is a booking cancelled because you cancelled the whole class. Cancelling one client’s booking yourself counts the same as the client doing it.

The fee is added to the client’s account as a charge on their next invoice — it is not taken from their card straight away. If a client cancels late but then re-books the same class, no late-cancellation fee is charged. Bookings that came from an external provider such as Urban Sports Club or Wellhub are never charged.

A fee or a lost credit, never both

A booking paid with a pack credit, a membership with a set number of classes, or a one-off payment has already cost the client that class when they cancel late or do not turn up. Those clients lose the credit and are not charged a fee on top. The fee is only charged when the booking did not use up a credit — on an unlimited membership, a trial they did not pay for, or a free booking, for example.

Return class credit for late cancellations changes that for pack and membership bookings: the credit comes back, so the late-cancellation fee is charged instead. It does not change a booking paid for as a one-off payment, which is never charged a fee.

What clients see

Clients are told about a fee before it can catch them out:

• The Next up card on their client area, for their next booking, shows the free-cancellation deadline and the fee that applies after it.
• If they try to cancel inside the window they get a warning showing the fee and have to confirm.
• When a fee is charged, they are emailed about it, using your message templates for missed-class and late-cancellation fees.
• Every charge appears as its own card on their billing page, below their memberships.

See fees on a booking

On the Bookings tab and on a client’s profile, a booking that was charged shows the amount under its status — for example €8 charged beneath a Missed or Cancelled late badge.

Reverse a fee

If a fee was charged in error, or you want to make an exception, raise the client’s Credit balance on their profile by the amount of the fee, and it comes off their next payment. Changing the balance needs the Manage client discounts permission.

Track fee revenue

The Business insights page shows how much you have earned from these fees. In the Attendance reliability section, the No-show fees and Late cancellation fees cards sit next to the no-show and late-cancellation counts, so you can see volume and revenue together.