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How to Apply Penalties for Cancellations, No-Shows, and Pending Payments

Set up automatic penalties to reduce empty slots and increase client commitment to their bookings. Apply them for late cancellations, no-shows, or pending invoices. 

 

Penalties for cancellations and no-shows

  1. Go to Settings from the side menu.
  2. Click on General Settings.
  3. Under Classes or Appointments, find the Cancellation Policy section.
  4. Set a Free Cancellation Period if you want to allow penalty-free cancellations within a certain time frame.
  5. Enable the Late Cancellation Penalty and choose one of the following options:
    • Charge a fee
    • Don't return the credit
    • Don't refund the payment
  6. In the same section, configure the No-Show Penalty, which will apply automatically if a client doesn't attend and didn't cancel.

Important: you can configure separate policies for classes and appointments independently.

Penalties for pending invoices

  1. From General Settings, click on Account Settings.
  2. Scroll down to the Pending Invoices section.
  3. Enable the Restrict access for clients with pending invoices option.

When enabled, clients with unpaid invoices won't be able to book classes online, watch videos, or join courses. If disabled, clients can continue using the account even with pending payments.

Frequently Asked Questions

▶ Can I set different penalties for classes and appointments? Yes. Classes and appointments have separate cancellation policy settings, so you can customize each one independently.

▶ What if I don't set a free cancellation window? Without a free cancellation period, every cancellation will be treated as late and the configured penalty will apply automatically.

▶ What happens if I disable the pending invoice restriction? Clients will still be able to book and access content even with unpaid invoices. This may work if you prefer a more flexible payment approach.