Penalty fees are fees that are automatically charged by the system. Two penalty fees can be configured in the system:
Late Cancel Fee
The late cancel fee is charged when the reservation is classified as a penalty cancel due to its reservation status based on the late cancellation window. The fee will be processed immediately when the reservation is marked as late canceled.
No-Show Fee
The no-show fee is charged when the reservation is classified as a penalty no-show due to its reservation status based on the no-show window.
No-show fees are charged at the end of the no-show window. If a customer is manually marked as a no-show with a penalty, the fee will be added to the upcoming platform task of assessing fees. This task runs 10 minutes past the hour, every hour.
The monetary amounts cannot be different for late cancel and no-show fees.
Penalties by Booking Method
When a reservation is a penalty late cancel or penalty no show:
When booked with a credit package: Customers may lose a credit, be charged a fee, lose a credit and lose a fee, or have no penalty, depending on the setup.
When booked with a membership: Customers are charged a penalty fee, if enabled.
When booked with a limited usage membership (e.g. 10 classes/month): A no show or late cancellation will result in a usage loss. This can be in addition to a penalty fee, if enabled.The loss of usage can not be turned off for limited use memberships.
Locations
Penalty fees can be modified under Configuration by an Admin. Fees can vary by location.
Penalty fees are sent to the purchase location. For example, if a customer purchases a membership at Studio A, makes a reservation at Studio B, and is penalized, the penalty fee will still go to Studio A.
While fees can vary by location and no-show or late cancel, they cannot vary by classes.