Visit Return Rules

When a customer books with a membership, the visit comes off their pack immediately. This page covers what happens to that visit when the booking is cancelled, and the one setting that controls it.

The Rule

Cancelling on your side is never the customer's fault, so the visit always goes back — even a minute before the start.

Setting the Window

Go to Settings → Booking, find the Memberships section, and choose Return a visit when cancelled earlier than.

The default is 24 hours.

Tip: Your window only bites above the minimum cancellation notice. A customer already cannot cancel inside that notice period at all, so with both set to 24 hours every cancellation that goes through returns the visit. Set the membership window higher than the cancellation notice to make late cancellations actually cost a visit.

Choosing a Number

The window trades filled slots against goodwill. A long window protects a busy schedule: a visit lost is a real cost, so customers plan ahead and cancel early enough for the slot to be resold. A short window or "always return" is friendlier, and suits a business with slots to spare or a customer base that books at short notice.

Start at the default and raise it only if late cancellations are actually leaving your schedule with holes.

Returning a Visit by Hand

The rule is not the last word. Open the customer's membership under Memberships → Active Memberships and return a visit yourself when someone deserves an exception — illness, a mistake, a slot you would not have filled anyway.

There is no automatic exception for no-shows: the visit is burned, and giving it back is a deliberate choice you make.

Seeing How a Booking Was Paid

A booking paid with a pass shows a Paid with membership badge with the plan name in the booking details. Without it, such a booking would look unpaid, because no money changed hands at the time of booking.

Related

• Membership Plans — create the packs you sell
• Active Memberships — see and adjust what customers hold