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Can a customer cancel a reservation?
Can a customer cancel a reservation?
Chris avatar
Written by Chris
Updated over a week ago

Punchpass supports multiple ways to allow customers to cancel their reservations, but you also have the option to prevent someone from canceling a reservation as well!

Here's more information about how this works:

Setting up your cancellation policies

In Manage Settings > Online Reservations, you can define your studio cancellation policies.

Note: When setting up your cancellation policy in the Online Reservation section, this applies to all classes. Each class has reservation settings you can adjust too.

If you'd like to prevent customers from canceling a reservation for certain classes, you'll want to make that change in Manage Classes > select the class > adjust the Reservation settings.

How to define these settings for your business:

  1. Decide how far in advance someone can cancel. What's reasonable for your studio? 24 hours is pretty standard. It's easy to set the window that will automatically disallow cancellations outside your window -- just go to Manage Settings > Online Reservations.

  2. State your cancellation policy clearly on your website. You can add this to the top of your schedule page (Manage Settings > Public Schedule), within your class descriptions (Manage Classes > select the class), and even add a booking agreement to your Punchpass account.

  3. With Punchpass, you can customize the message on the email confirmation that you send for reservations too. For each course you create, you can turn on the option to send reservation reminders and customize the message in the Customer Communications section of your account settings.

Prefer not to allow customers to cancel reservations?

No problem! Each class has reservation settings, and you can decide whether or not customers can cancel a reservation.

Here's how to set that up:

From Manage Classes, select the class, and adjust the reservation settings.

Punchpass will prevent cancellations for those classes set to not allow cancellations.

Can I set cancellation limits?

You are able to set a cancellation policy within Punchpass that prevents someone from canceling a class a certain # of hours before the class starts. The default is 24 hours or 1 day. To set yours go to Manage Settings > Online Reservations.

When your customer attempts to cancel within the 'no cancel' window, their cancellation is not successful and they are notified that they are beyond the allotted window.

If you wish to permit late cancellations and charge for a customer who cancels past the window, click here.

How customers cancel a reservation by email

Every class reservation confirmation email and reminder email (if you've elected to send reservation reminders) contains a link your customer can click to cancel the reservation!

How customers can cancel a reservation from their account

Customers can cancel their reservation the My Reservations section of their customer account as well.

From the My Reservations section, click on the class name.

And if this reservation can be canceled or moved, the option will appear on the details page.

Punchpass lets you know when a reservation is canceled

If a customer cancels a reservation we send the business an email (the email listed in the General Settings section), and if the instructor is set up to receive emails we'll send one to them too.

Note: Be mindful of marking attendance well in advance of class beginning. If you mark attendance before class begins, and a customer cancels their reservation, it will NOT remove the attendance - so please mark attendance when you're within the 'no cancellations' window you have set for your business.

Wondering how to handle when customers don't attend?

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