In this article, we created a summary of the Frequently Asked Questions regarding the Client Booking Management Feature
What happens if a client cancels a session within 24 hours of the session taking place?
In our Wellbeing Hubs programme, we have a 24-hour cancellation policy.
Therefore, if a client cancels a session less than 24 hours before it's due to take place, the following will occur:
- Clients will see the following message before cancelling or rebooking the session: "Your session starts within 24 hours. Please note that modifying this booking may incur a penalty as per the professional's Terms & Conditions."
- Professionals have control and can decide whether to cancel the session and charge for it or not. To learn how to do this, please see here.
What if my own cancellation policy is more than 24 hours?
If you (outside of our Wellbeing Hubs programme) have a different cancellation policy of more than 24 hours, clients attempting to modify their booking will see the following message in their portal:
- Clients will see this message when attempting to edit/modify their session: "Please be aware that a modification penalty may apply depending on the professional's Terms & Conditions."
- Professionals have control and can decide whether to cancel the session and charge for it or not. To learn how to do this, please see here.
Can all clients rebook sessions from their Client Dashboard?
Wellbeing Hub Clients
Only clients who are part of our Wellbeing Hubs programme have the ability to both "Rebook" and "Cancel" their sessions.
Non-Wellbeing Hub Clients
Clients outside the Wellbeing Hubs programme (e.g. your own private clients) are only able to cancel their session.
For clients outside the Wellbeing Hubs programme, you will need to communicate with them directly to find new suitable slots in your calendars and rearrange the rebooking.
Can I charge clients for any cancellations or rebookings?
For your own clients (non-Wellbeing Hub clients), it is completely up to you and your own terms with your clients whether you want to charge them or void the invoices.
Please note: For Wellbeing Hub clients, you can only charge them for the session (via a credit or directly out of pocket) if the cancellation or rescheduling occurs within 24 hours of the session taking place. For more information, please see here.
How can I charge for a cancelled session?
As mentioned above, for clients coming from a Wellbeing Hub, you may charge for the session if the cancellation occurs within 24 hours of the session's time and date. In this scenario, you can charge the session by following the steps in this article.
For your own clients (non-Wellbeing Hub clients), when a cancellation takes place, you may take payment from your clients if applicable by following these steps.
Will I receive an email if a Booking is cancelled/rescheduled?
Yes - you will receive an email in both instances.
For a cancelled session, you will receive an email that looks like this:
For a rescheduled session:
- You will receive a cancellation email first (similar to the above).
- Then, you will receive a "New Session" email like the one below:
Please note that all bookings will be displayed in your Kara Connect calendar, in the Sessions tab.