As a staff member you can cancel an appointment booking from the Elevate Staff App or the Staff Back Office. From the Staff Back Office, you can also cancel multiple appointments at once, including appointments in recurring bookings.
Service bookings can also be canceled by changing a client’s attendance status.
Clients can cancel appointments for themselves through either the Client Portal, the Achieve Client App, or the Appointment Confirmation email notification.
Key tips before you begin
If multiple clients are booked into an appointment, canceling the appointment booking for one client won’t cancel it for the others.
Visits paid for with a session pass or a membership that are marked as Early Cancel will be returned to the session pass or membership.
Returned visits won’t automatically pay for existing unpaid visits. To use a session pass or membership to pay for an unpaid visit, you must reconcile the visit.
If an appointment is canceled after a client is marked as Late Cancel, their appointment status automatically changes to Early Cancel. Purchase Option visits used for payment will be returned, but late cancellation fees won't be automatically refunded. To refund these fees, you must manually issue the refund to the client.
If a staff member cancels an appointment booking outside of the early cancellation window, on behalf of a client, the staff member can override the late fee and manually mark the appointment booking as Early Cancel. For more information, see Changing a client’s attendance status.
Cancel one booked appointment from a client’s profile
Desktop – Staff Back Office
To cancel one booked appointment from a client’s profile in the Staff Back Office, complete the following:
Click the Search button
in the Top Nav Bar, enter the client’s information, then click their name in the list.On the side menu, click Attendance > Upcoming Schedule.
In the list, find the appointment you want to cancel, then click the Action button and select Cancel Session.
Mobile – Elevate Staff App
To cancel one booked appointment from a client’s profile in the Elevate Staff App, complete the following:
Tap the Clients tab.
Enter the client’s information in the Search box, then tap their name in the list.
Tap the Options button
then tap Attendance.Slide the appointment that needs to be canceled to the left and tap Cancel.
In the conformation popup, click OK.
Cancel one booked appointment from the schedule
To cancel one booked appointment from the schedule, complete the following:
Click the App Drawer button
then click View All > Schedule.Select Calendar
or List 
as your view optionCancel the appointment:
From Calendar view
Click the appointment on the schedule.
In the appointment window, click Early cancel, Late cancel, or No-Show.
If a client's attendance status changes to No-Show or Late Cancel, they might incur a fee per your cancellation policies. With the right staff role permissions, you can choose to apply the fee:
Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
No, don’t charge the fee — The client won’t be charged any amount.
Under Reason, enter the reason for the cancellation.
Set the Email, SMS or push notification options to ON to determine how to notify the client.
Click the Edit button next to any toggle to edit the notification that is sent to the client.
Click Confirm.
From List view
Click the Options button
and select Cancel Appointment.Under Update status, select Early cancel, Late cancel, or No-Show.
If a client's attendance status changes to No-Show or Late Cancel, they might incur a fee per your cancellation policies. With the right staff role permissions, you can choose to apply the fee:
Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
No, don’t charge the fee — The client won’t be charged any amount.
Under Reason, enter the reason for the cancellation.
Set the Email, SMS or push notification options to ON to determine how to notify the client.
Click the Edit button next to any toggle to edit the notification that is sent to the client.
Click Cancel appointment.
Cancel multiple booked appointments
To cancel multiple booked appointments, complete the following:
Click the Search button
in the Top Nav Bar, enter the client’s information, then click their name in the list.On the side menu, click Attendance.
On the Attendance menu, click Upcoming Schedule.
In the list, select the checkboxes to the left of the appointments that you want to cancel.
Click Cancel selected visits.
In the confirmation popup, click Cancel Service(s). The appointment bookings are canceled.
Cancel recurring appointments from a client’s profile
To cancel appointments in a recurring booking from a client’s profile, complete the following:
Click the Search button
in the Top Nav Bar, enter the client’s information, then click their name in the list.On the side menu, click Attendance.
On the Attendance menu, click Upcoming Schedule.
Find the recurring appointment you want to cancel, then click the Options button
and select Cancel Recurring Appointments.Under Update status, select Early cancel, Late cancel, or No-Show.
If a client's attendance status changes to No-Show or Late Cancel, they might incur a fee per your cancellation policies. With the right staff role permissions, you can choose to apply the fee:
Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
No, don’t charge the fee — The client won’t be charged any amount.
Under Reason, enter the reason for the cancellation.
Under CANCELLATION DETAILS, select one of the following options:
All appointments going forward — If you select this option, all upcoming appointments in this recurring booking will be canceled.
Select specific appointments — If you select this option, you must choose the appointments in the recurring booking you want to cancel:
Under From date and To date, set a date range. Appointments from this recurring booking that occur in this date range will be displayed under Scheduled appointment(s).
Under Scheduled appointment(s), select the appointments that you want to cancel.
Set the Email, SMS or push notification options to ON to determine how to notify the client.
Click the Edit button next to any toggle to edit the notification that is sent to the client.
Click Cancel appointment(s).
Cancel recurring appointments from the schedule
To cancel appointments in a recurring booking from the schedule, complete the following:
Click the App Drawer button
then click View All > Schedule.Make sure the schedule is in list view. If the schedule is not already in list view, click the List button
to change the schedule to list view.Find the recurring appointment you want to cancel, then click the Options button
and select Cancel Recurring Appointments.Under Update status, select Early cancel, Late cancel, or No-Show.
If a client's attendance status changes to No-Show or Late Cancel, they might incur a fee per your cancellation policies. With the right staff role permissions, you can choose to apply the fee:
Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
No, don’t charge the fee — The client won’t be charged any amount.
Under Reason, enter the reason for the cancellation.
Under CANCELLATION DETAILS, select one of the following options:
All appointments going forward — If you select this option, all upcoming appointments in this recurring booking will be canceled.
Select specific appointments — If you select this option, you must choose the appointments in the recurring booking you want to cancel:
Under From date and To date, set a date range. Appointments from this recurring booking that occur in this date range will be displayed under Scheduled appointment(s).
Under Scheduled appointment(s), select the appointments that you want to cancel.
Set the Email, SMS or push notification options to ON to determine how to notify the client.
Click the Edit button next to any toggle to edit the notification that is sent to the client.
Click Cancel appointment(s).