Penalties for late cancellations and no-shows can be applied, so you don't need manual workarounds or risk losing revenue if you miss a penalty. When staff cancel an appointment within the late-cancel window or mark a no-show, they can review the penalty details and choose whether to apply it. This is available in Admin and the Biz app.
The credit package configures the penalty fee type. If you use a charge penalty fee, the amount is the same as for classes.
Appointment penalties are currently in Early Access and will be released widely soon.
When a Penalty Can Be Applied
The following table shows when a penalty fee can be applied to an appointment:
Situation | Can a penalty be applied? |
Canceled inside the late-cancel window and credit package has a penalty | Yes |
Marked as no-show and credit package has a penalty | Yes |
Canceled outside the late-cancel window | No |
Canceled inside the late-cancel window, but the credit package penalty is No Fee (or the Penalty Fee toggle on the credit type is off) | No |
Configured as Book Now Pay Later and not paid yet | No |
Free Service | No |
Late Cancellation
Late cancellation penalties can be issued to a single reservation or to all reservations in an appointment.
Under Attendees in the appointment, click the kebab menu (⋮) next to the customers > Cancel Reservation. If the credit package has a penalty fee, the instructor will be prompted to apply it. Select Yes > Cancel Reservation & Apply Penalty.
The prompt will only show if it's within the studio's late cancellation window.
If the entire appointment is cancelled for all reservations, a similar prompt will appear giving the option to apply penalties or not. If you need to waive some penalties but not others, you will need to cancel each reservation on the appointment one at a time.
The same options will appear in the Biz app:
No-Show
Under Attendees, click the kebab menu (⋮) next to the customer and select Mark No Show. This option appears only after the appointment start time has passed.
If the credit package has a penalty fee, the instructor will be prompted to apply the no-show penalty. Select Yes > Mark No Show and Apply Penalty.
The same option is available in the Biz app.
Appointments can't be automatically marked as no-show. A studio employee must do it.
FAQ
Can I cancel a whole recurring series?
No, you can only cancel individual appointments.
Why don't I see the Apply Penalty toggle?
Either no penalty is due, or you do not have
can_grace_penalties. Without that permission, the penalty is always applied when one is due.
Can I apply a penalty to only some customers when canceling the whole appointment?
No. Cancel Appointment applies to all eligible reservations or none. To penalize specific customers, cancel them one at a time.
Why is the charge amount different from the location's penalty amount?
The amount comes from the location where the customer bought the credit, not where the appointment is.
We changed the penalty on a credit package. Why do existing bookings still show the old penalty?
Existing appointment bookings keep the penalty type from when they were booked, like classes. New bookings use the new penalty.