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 via an automated hourly system. For example, a late cancellation occurring at 9:42 AM will be processed in the next scheduled cycle around the 10th minute of the following hour (e.g., 10:17 AM).
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 cancellation and no-show fees.
Penalty Fee Types
Penalty fee types include:
Loss of Usage/Credit: When a customer cancels late or no shows, they will lose the credit they used to make their reservation
Charge: When the customer cancels late or no shows, they will be given their usage back, but will be charged your studio’s late cancel or no show fee.
Loss of Usage/Credit & Charge: When the customer cancels late or no shows, they will lose their usage AND will be charged your studio’s late cancel or no show fee
No Fee: When the customer cancels late or no shows, they will return their usage and not be charged any penalty fees.
When changes are made to cancellation policies (e.g., switching from a fee to a loss of credit), these changes apply only to reservations created after the new policy goes into effect. Reservations made under the old policy will continue to use the policy in place at the time of their creation.
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 penalised, the penalty fee will still go to Studio A.
While fees can vary by location and no-show or late cancellation, they cannot vary by classes.