This article describes all the settings available on the Business Policies page. For more information about business policies, see Business policies.
Booking
Setting | Description |
Clients must book a minimum of [number] [duration] before the start time of a session. | The minimum amount of time before the start of a session that a client can book the session.
For example, if the value is set to 12 hours and it is 7:00 a.m., and the class your client wants to book starts at 5:00 p.m., the client can’t book the class. Changing this setting won’t affect clients who have already booked a session. |
Allow clients to book classes/events [number] minutes after the session has started | The amount of time after a session starts in which clients can still book themselves into the ongoing session. The maximum amount of time allowed is 480 minutes (8 hours).
If this setting is off, clients can’t book themselves into ongoing sessions. |
Clients can book a maximum of [number] [duration] before the start time of a session. | The maximum amount of time before the start of a session that a client can book a session. For example, if the value is set to one day and a class is scheduled for 3:00pm on April 1, your clients can’t book the class before 3:00pm on March 31. Changing this setting won’t affect clients who have already booked a session.
Notes:
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Clients can only book sessions within their current paid period | When this option is set to ON, clients can only book sessions within the duration of time the applicable Purchase Option is active and within fully paid future payment periods.
This setting doesn’t affect staff members with the Book clients outside their current paid period staff role permission. |
Clients with a negative account balance cannot book services | When this option is set to ON, clients who owe money to your business won’t be allowed to book sessions.
Clients who have already booked sessions with a negative balance will remain in their booked sessions, but they won’t be able to book any more sessions until their balance becomes positive. |
Restrict dependents from booking services if the payor has a negative account balance | This option is only available if the Clients with a negative account balance cannot book services option is set to ON.
Dependents are client accounts that are paid for by a relationship profile. When this option is set to ON, dependents won’t be able to book services if the associated relationship profile has a negative account balance. |
Allow clients to make recurring bookings | When this option is set to ON, clients can book their own recurring appointments and recurring classes from the Client Web App. Changing this setting won’t affect clients who have already booked recurring sessions.
Notes:
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Class bookings default to recurring with no end date | When this option is set to ON, recurring class bookings will be set to Never end by default. This option is only available if Allow clients to make recurring bookings is set to ON. |
Restrict appointment bookings to weekly recurring with no end date | When this option is set to ON, appointment bookings will be set to recur weekly, without an end date.
This option is only available if Allow clients to make recurring bookings is set to ON. |
Clients must sign in to view available appointments | When this option is set to ON, clients are prompted to sign in when they click Appointments under the Book Now tab on the Client Web App and when they’re booking an appointment through the Appointment Widget.
Note: When this option is set to OFF, appointment restrictions (like requirements for client age or client type) are displayed under the appointment duration or in the expanded appointment description when the client is selecting a service. |
Restrict staff from booking or purchasing for clients with unsigned contracts | When this option is set to ON, staff members can’t book services or make purchases on behalf of clients who haven’t signed the required contract associated with their Purchase Option. |
Allow clients to select a date and time, then the available asset | When this option is set to ON, clients will be prompted to select a date and time before selecting the asset when booking a standalone asset from the Client Web App. When this option is set to OFF, clients will be prompted to select an asset before selecting the date and time when booking a standalone asset from the Client Web App. By default, this option is set to OFF.
Note: This setting will only affect the asset booking flow in the Client Web App. Staff members who are booking an asset on behalf of clients from the Staff Back Office will continue using the default booking flow, which is choosing the asset before the date and time. |
Allow clients to book multiple appointments | When this option is set to ON, clients can book multiple appointments during the same booking flow from the Client Web App. Clients can select different appointment types, provided those appointment types also have this setting enabled. |
Allow clients to book back-to-back appointments | When this option is set to ON, clients can book multiple appointments in consecutive time slots during the same booking flow from the Client Web App. Clients can select different appointment types provided those appointment types also have this setting enabled.
After selecting multiple appointments, the client sets the start time for the first appointment. The remaining appointments will be automatically scheduled in consecutive time slots after the first appointment.
For example, if a client selects two 30-minute appointments and sets the first appointment at 1:00 p.m., the second appointment will be automatically scheduled for 1:30 p.m. on the same day.
If this option is set to OFF, clients must manually set the dates and start times for each appointment when booking multiple appointments.
This option is only available if the Allow clients to book multiple appointments option is set to ON.
Note: If a client selects back-to-back booking, they can’t book recurring appointments. |
Cancellation
Setting | Description |
Late cancellation period | Determines the minimum amount of time before a booked session that a client can cancel without incurring a penalty. For example, if the value is set to 24 hours and your client has a class on Tuesday at 4:00 p.m., the client must cancel before Monday at 4:00 p.m. of the same week to avoid incurring a penalty.
When you change this policy, the updated policy will automatically apply to sessions that are scheduled moving forward and won’t affect clients who have already canceled a session. In addition, you can choose whether to apply the updated policy to sessions that were previously scheduled.
Note: The setting Enable a grace period of [number] [duration] after booking to cancel without penalty takes precedence over this setting.
For example, if you’ve enabled a grace period of two days after booking and have the late cancellation period set to one week, a client can book a session three days before it’s scheduled to take place but cancel it on the same day if needed, without incurring a penalty. |
Allow clients to cancel | Determines whether clients can cancel their service bookings. If this option is set to ON, clients can cancel their bookings from the Client Portal or the Achieve Client App.
If this option is set to OFF, clients can’t cancel their own bookings. Be sure to remove all instances of the [ButtonCancel] email variable from any templates that include it. If the variable isn’t removed, when clients click the button, they’ll be directed to a page that informs them that your business doesn’t permit canceling reservations online and prompts the client to call your business directly. |
Require clients to sign in when they are canceling or confirming a session | Determines whether clients are required to sign in to their account with your business when they click the cancellation or confirmation buttons in an email notification.
Note: The sign-in screen that clients are directed to when they click the cancellation or confirmation buttons in an email notification can be used by either clients or staff members to sign in to their WellnessLiving account. |
Auto-cancel prospects up to [number] [duration] before a session. | The amount of time before a prospective client is automatically removed from a session that was booked through a promotional or third-party website that’s integrated with WellnessLiving’s class schedule, such as ClassPass or Wellhub. This setting allows your business to accommodate your existing clients who are trying to book the session. Changing this setting won’t affect prospective clients who have already booked a session. |
Enable a grace period of [number] [duration] after booking to cancel the session without penalty | When this option is set to ON, clients can book a class, appointment, event, or Book-a-Spot asset and cancel it within the grace period without incurring any penalties. Changing this setting won’t affect clients who already canceled a session within the previously set grace period. However, refunds won’t be issued to clients who were charged for canceling after the previously set grace period. |
Cancellation & no-show penalties
Notes:
If you select the % option, the client’s penalty will be calculated based on the price of the individual session. If the client has no-shows and late cancels for multiple services, the penalty will be calculated using the most expensive session. For example, if service A costs $75 per session and service B costs $100 per session, the client will be charged a penalty fee of a percentage of $100 when they exceed the set number of no-shows and/or late cancels.
When a ClassPass user books a service with your business through ClassPass, the user pays ClassPass, who then issues payment for the service to your business. Any late fees are issued and paid for through ClassPass. To ensure that ClassPass users aren’t double billed or blocked from booking your services, when a client late cancels or no shows to their booking through ClassPass, their account won’t be penalized in WellnessLiving.
Setting | Description |
Type and threshold
| Determines the type of cancellation and no-show penalty you want to set for clients and the threshold for when they will be charged with this penalty.
For example, if you set the Type to Late cancels or no-shows and set the Threshold value to 3 times in 1 week, clients will be penalized if they cancel or no-show a session more than three times in one week. |
Penalty | Determines the penalty for clients.
Note: The % is the percentage of the drop in fee associated to the service. |
Applicable client types | Determines the client types that may incur this penalty. |
Applicable services | Determines which service types will use these penalty rules. |
Wait list
Setting | Description |
Enable wait list / Disable wait list | Determines whether clients can join a wait list for an event, class, appointment, or asset that is fully booked. Changing this setting won’t affect clients who are already on a wait list.
After enabling wait lists, you can select which services are permitted to have a wait list. Under Allow wait list for, select the checkbox beside the service types you would like to have a wait list enabled. |
Allow clients to join the wait list unpaid | Determines whether clients can join a wait list for an appointment, asset, class, and event without paying for the service beforehand. Clients must have a credit card or ACH account saved to their profile to join the wait list. If a client doesn’t have one of these payment methods saved to their profile, they’ll be required to add a credit card.
When this option is set to ON, clients will be allowed to join the wait list without paying for the service. |
Automatically charge the client the drop-in rate upon promotion | Determines whether a client is automatically charged when they are promoted from the wait list. This setting is only visible when the Allow clients to join the wait list unpaid option is set to ON. When this option is set to ON, clients will be automatically marked as Paid, if they own an applicable Purchase Option that can be used for the service booking. Otherwise, they’ll be automatically charged the drop-in rate for the service, but only if clients are allowed to purchase drop-in sessions and a fixed rate has been set.
When this option is set to OFF, clients are promoted from the wait list to the service without being automatically charged. Clients won’t pay for the service until they’re manually charged.
Note: When this option is set to ON, there may be a delay in charging the client after they’ve been promoted from the wait list. |
Limit the maximum number of clients on wait list to [number] | Determines whether the wait list will be capped at a maximum number of clients. This option is only available when wait lists are enabled for one or more service types. When this option is set to ON, there will be a limit on the maximum number of clients permitted to join the associated service’s wait list. Specify the maximum number of clients permitted to join the wait list in the adjacent field. When this option is set to OFF, there will be no limit on the number of clients permitted to join the wait list. |
Wait List Promotion | Determines whether clients will be promoted from a wait list automatically. The wait list promotion options are only available when wait lists are enabled for one or more service types.
Select one of the following wait list promotion options:
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Attendance tracking
Specific attendance tracking options exist for in-person and virtual services.
In-Person Services
Setting | Description |
After an in-person service ends, mark client as [status] | Select the attendance status that should be automatically assigned to clients after an in-person session is finished. Your choices are:
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Virtual services
Setting | Description |
Start non-integrated virtual sessions automatically [number] minutes before the scheduled start time | If this option is set to ON, clients will be able to join non-integrated virtual service sessions the set number of minutes before the start time without requiring the host to start it first. The set number of minutes must be between 0 and 60, or an error will appear.
If this option is set to OFF, clients won’t be able to join non-integrated virtual service sessions until the host starts the session. |
Mark clients as checked-in when they join a virtual session via the join link | If this option is set to ON, the attendance status of clients who join a virtual service through the virtual service link provided in their service notifications will be automatically set to Checked-in when their session ends on WellnessLiving. If a client joins the virtual session through another method or doesn’t join the virtual service, their attendance status will be automatically set to No-show when their session ends on WellnessLiving.
Note: Automatic attendance tracking requires staff members to start virtual services from within WellnessLiving. For more information, see hosting a virtual service.
If this option is set to OFF, the After a virtual service is finished, mark client as [status] option will appear. Select a status from the list that should be automatically assigned to clients after a virtual session is finished. Your choices are:
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Time zone
Setting | Description |
Allow clients to adjust time zone | Determines whether clients can adjust their time zone. If this setting is enabled, the Time zone field will appear within every client profile. By default, this field will be automatically filled out in each client’s profile based on their home location.
Note: If the Time zone is changed within a client’s profile, the class schedule within the Client Web App, Custom Schedule Widget, and standard schedule widget will reflect this change. If the user isn’t signed in, the class schedule within the schedule widgets and the Client Web App will be displayed using the time zone in the client’s browser. If the client’s browser location isn’t available, the class schedule will be displayed using your business’s time zone.
Each service under a client’s attendance history and upcoming schedule will also be displayed using their selected time zone.
Caution: Selecting any of the standard time zones (such as Eastern Standard Time) won’t automatically adjust the system for daylight saving time. Use any of the daylight time zones (such as Eastern Daylight Time) to ensure the system automatically adjusts the time for daylight saving time. |
Security
Setting | Description |
Staff members will be logged out after [number] minutes of inactivity | When a staff member has been inactive for this amount of time, they will be automatically signed out of the system and returned to the sign-in page. The value must be between 2 and 720 minutes. |
Clients cannot edit their profile picture after registering | When this option is set to ON, clients are unable to change their profile picture once it has been uploaded. Only staff members can change profile pictures for clients. |
Restrict staff member access by IP Address. | When this option is set to ON, staff members can only sign in from preapproved IP addresses.
If IP restrictions are enabled, staff members will no longer be able to sign in to the Elevate Staff App.
If IP restrictions are enabled, staff members signing in to WellnessLiving from an IP address that isn’t preapproved will be automatically signed in to the Client Web App through their client profile. If the staff member tries to sign in as a staff member, an error message will notify them they aren’t signing in from an approved IP address. |
Display relationships on the Client Web App and the Achieve Client App | When this option is set to ON, clients using the Client Web App or the Achieve Client App can view the Family Members tab on the Overview page. Additionally, clients can link the profile of any related clients to their own profile as a family member. |
Allow clients to sign in to and edit related profiles of the selected relationship types | When this option is set to ON, clients can modify profile details. You can also select which type of relationships this policy applies to.
When this option is set to OFF, clients can’t modify profile details. The following restrictions also apply:
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Allow clients to book their relationships without switching profiles | When this option is set to ON, clients can book services for family members without switching profiles. |
Automatic payments
Setting | Description |
Reattempt failed automatic payments [number] times before charging the client’s account balance | Set the number of reattempts to process the failed auto-payment. The reattempts occur once every two days.
If you allow multiple payment reattempts, the system will only charge the client’s initial credit card on the first attempt. If the first attempt fails, the system will proceed to charge the most recently added card on the client’s profile for subsequent attempts. If the recently added credit card happens to be the default credit card, the system will continue to charge the default credit card. This payment behavior doesn’t apply to ACH transactions.
Any failed payment fees charged to the client will be recorded in the system under the Fees revenue category.
Notes
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Charge [number of dollars] to client’s account balance after final failed payment attempt | A fixed-rate fee charged to the client’s account after the final payment attempt fails.
The amount charged is based upon the amount specified in this setting. The maximum number of payment reattempts is determined in the Reattempt failed auto-payments setting. The charge will be issued after the final payment reattempt has failed.
This option is only available when the Reattempt failed automatic payments [number] times before charging the client’s account balance option is set to ON.
Note: This setting must be enabled 24 hours before a final payment fails for the charge to be issued.
For example, a client fails the maximum number of payment reattempts on June 5 at 8:00 a.m. If the setting was enabled on June 4 at 7:59 a.m., the client will be charged. If the setting was enabled on June 4 at 8:01 a.m., the client won’t be charged.
Similarly, this setting must be disabled 24 hours before a final payment fails to avoid issuing the charge. |
Do not reattempt autopayment for the following decline reasons | When this option is set to ON, the system will never retry payments that failed for the selected decline reasons. These reasons can include insufficient funds, invalid card details, processor errors, and more. For more information, see Processor error codes and their definitions.
When this option is set to OFF, the system will retry failed payments for any payment decline reasons.
This option is only available when the Reattempt failed automatic payments [number] times before charging the client’s account balance option is set to ON. |
Purchase Options
Setting | Description |
Enable priority levels to determine which Purchase Option is used when booking a service | When this option is set to ON, you can assign a priority level to memberships and session passes.
When booking a service, the Purchase Options that are assigned a higher priority level will be used to pay for the service. If multiple Purchase Options have the same priority level, the Purchase Option with the earliest expiration date will be used to pay for the service first. For more information on assigning priority levels to Purchase Options, see Membership advanced settings and Session pass advanced settings. |
Sign-in Options
Notes:
These options only apply to the sign-in screen for the Client Web App (including direct URLs for services, products, and forms) and the White Label Achieve Client App. Sign-in options can’t be changed for the sign-in screen on the Basic Achieve Client App or the sign-in page for the Staff Back Office.
If a client signs up using any of the accounts below, a client profile will be created for them even if the client didn’t enter the required information at registration. The client will be prompted to enter the required information when they sign in to the Client Web App or the Achieve Client App.
Setting | Description |
Google sign-in | To allow clients to sign up and sign in to your business using their Google account, set this option to ON.
If you set this option to OFF, clients that have already registered with your business using their Google account must click Forgot password? on the sign-in screen to reset their credentials. |
Facebook sign-in | To allow clients to sign up and sign in to your business using their Facebook account, set this option to ON.
If you set this option to OFF, clients that have already registered with your business using their Facebook account must click Forgot password? on the sign-in screen to reset their credentials. |
Microsoft sign-in | To allow clients to sign up and sign in to your business using their Microsoft account, set this option to ON.
If you set this option to OFF, clients who have already registered with your business using their Microsoft account must click Forgot password? on the sign-in screen to reset their credentials.
Note: The Microsoft Outlook integration can only be used with personal Microsoft accounts. If staff members and clients want to connect their organizational Microsoft accounts, they must contact WellnessLiving Support for further assistance. |
Apple sign-in | To allow clients to sign up and sign in to your business using their Apple ID, set this option to ON.
If you set this option to OFF, clients who have already registered with your business using their Apple ID must click Forgot password? on the sign-in screen to reset their credentials. |
Client Settings
Setting | Description |
Show client vaccination status | When this option is set to ON, you’ll be able to set a client’s vaccination status on the Overview page of their client profile.
For more information, see Modifying a client’s vaccination status. |
Automatically generate client IDs for new clients | When this option is set to ON, client IDs will be automatically generated when a new client profile is created. Changing this setting won’t affect existing client profiles. |