Sometimes you need to cancel an already confirmed booking - equipment failure, urgent matter, change of plans. Here's how to do it and what to expect.
How to cancel
- Go to Owner Panel -> Bookings and find the confirmed booking.
- Click on it to go to details.
- Click Cancel Booking.
- Confirm the cancellation.
What happens after cancellation
- The client gets a refund - when you cancel as the owner, the client always receives a full refund. Money returns to the client's card automatically.
- The client is notified - they receive a cancellation email.
- Hours return to the pool - the time slot becomes available again for other clients.
- The buffer disappears - if the booking had a buffer, it gets removed too.
Can I undo a cancellation?
No. Cancellation is final. If you cancel by mistake, you need to ask the client to rebook. The refund also cannot be reversed.
Do frequent cancellations have consequences?
Yes. Studio-side cancellations are monitored. If you cancel too often, it may negatively affect your studio's visibility in search results. Clients also see the studio's reliability rating. So only cancel when there's truly no other option.
When it's better not to cancel
If the problem only affects part of the time (e.g., one piece of equipment broke), consider contacting the client via messages instead of cancelling. It might be possible to reorganize the visit rather than calling it off.
Who can cancel a booking?
Cancellation can be done by the owner and manager. Reception doesn't have this option - if a receptionist needs to cancel a visit, they must contact the manager or owner.
Cancel as early as possible - the client will have more time to find an alternative. Last-minute cancellations are especially frustrating.
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