A clear cancellation policy in your packages is key to protecting yourself and setting expectations with clients. This article shows you how easy it is to set up this feature and why it's beneficial for both you and your clients.
Set up your Packages:
Create a new package in the coach/team portal.
Sessions Section: Go to where you manage sessions.
Enable Policy: Check the box - "Add a Cancellation Time Limit"
Set Rules:
Choose "Cancels" or "Cancels/Reschedules."
Set the time limit (e.g., "1 Day before").
Save: Your package now has a cancellation policy.
For Teams - Reports Show:
Session Status: You can easily filter the sessions using the status "Completed - Cancel Policy". With this, you can easily track how many sessions were used due to the policy.
Client Portal View:
Before Cancelling/Rescheduling: When a client looks to cancel/reschedule a session from a package with a cancellation policy via the client portal, they will be informed that the session will be marked as used/consumed in the system.
Your client can easily access which sessions have been marked as completed due to the cancellation policy under Completed Sessions.
By using this feature, you can now protect your time and create a more sustainable coaching practice.
Viewing and Managing Completed Sessions
To manage a session:
Click the settings gear icon on the right-hand side of a session.
Choose one of the available actions:
Mark as Complete – Marks the session as completed.
Reschedule – Updates the date/time of the session.
Cancel – Cancels the scheduled session.
Completed – Cancel Policy – Used when a session is considered completed but needs to be cancelled following your organisation’s cancellation policy.
This option may be used for scenarios where the session took place or was recorded as completed, but you still need to process a cancellation
Selecting this will follow the cancellation terms set in your organisation’s Cancel Policy settings
