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, so you can charge differently for classes and for one-to-one sessions. On a service you set:

• Cancellation window — how many hours before a class a client must cancel to avoid a fee.
• Late cancellation fee — charged when a client cancels inside that window.
• No-show fee — charged when a client never checks in to a class they booked.
• 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.

• A no-show is a booking for a past class that the client never checked in to. These are charged the day after the class.
• A late cancellation is a booking cancelled inside the cancellation window.

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.

What clients see

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

• On each upcoming booking they see 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.
• Every charge appears under Cancellation & no-show charges on their billing page.

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. Once a fee has been waived it reads €8 waived instead.

Waive a fee

If a fee was charged in error, or you want to make an exception, open the actions menu at the end of the booking row and choose Waive fee. This credits the charged amount straight back to the client, reversing it on their next invoice, and records the reversal so the booking now shows the fee as waived.

Waive fee only appears on bookings that were actually charged and have not already been waived. Waiving cannot be undone from here — if you need to re-apply a fee, adjust the client’s credit balance on their profile.

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.