Late cancel is an attendance status that indicates a client canceled a service too close to the start time.
In WellnessLiving, the late cancel status carries some built-in functionality to make sure you’re compensated fairly when your customer cancels a service too late for you to fill their spot.
🤔How do late cancels work?
A client will automatically be marked as a late cancel if they cancel a booked service on the Client Portal or the Achieve Client App outside of the early cancellation window for that service. By default, the early cancellation window for all services closes 24 hours before the service start time.
To set an early cancellation window for your business or to configure penalties for clients with frequent late cancellations, see Setting up your business policies.
To set early cancellation windows for specific appointments, classes, or events, see Customizing business policies for individual services.
📋Charge a client for late cancellation
When a client is marked as a late cancel, they’ll have to pay the session fee as if they attended the session.
If a client paid for the service in advance, their payment won’t be refunded to them.
If a client paid with a session pass or another Purchase Option with a set number of visits, the visit they used to pay for the session won’t be returned to them.
If a client has not yet paid for the service, you’ll need to charge their account manually by debiting their account balance for the cost of the session.
🔑Key tips
If you cancel a service for a client after the early cancellation window has closed, you can mark the client as Early Cancel.
When a ClassPass user books with your business, they pay ClassPass, which then pays you. Late fees are also handled by ClassPass. To avoid double billing or blocking, late cancellations or no-shows by ClassPass users won’t affect their WellnessLiving account.
ClassPass allows clients to cancel up to 12 hours before a session without penalty. Cancellations made within 12 hours are marked as Late Cancel and may incur a fee. For example, if your WellnessLiving policy is 24 hours, but a ClassPass client cancels 13 hours before, they won’t be charged by ClassPass.
If you cancel a service after a client has late canceled, their cancellation will be updated to an early cancel. Their visit will be returned, but any late fees won't be automatically refunded—you'll need to refund them manually.