Skip to content
English
Contact us
Go to karaconnect.com
  • There are no suggestions because the search field is empty.

Client Booking Management Feature - FAQs

In this article, we’ve put together a summary of the most frequently asked questions related to the Client Booking Management feature.

What Happens if a Client Cancels a Session Within 24 Hours?

As part of the Wellbeing Hubs programme, a 24-hour cancellation policy applies.

If a client attempts to cancel or reschedule a session less than 24 hours before it’s due to take place, the following applies:

Clients will see this message before cancelling or rebooking:

“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 full 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?

The 24-hour cancellation policy described above applies for Wellbeing Hub clients.
If you are working with clients outside of the Wellbeing Hubs programme (i.e. your own private clients) and have your own cancellation policy that exceeds 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 the Wellbeing Hubs programme can both cancel and rebook sessions directly from their Client Dashboard.

Please note:

  • Wellbeing Hub clients can only rebook sessions based on your current Wellbeing Hub availability.

  • If a client changes the date or time of a session, they’ll only see time slots where you’re available.

 

If you’re unsure about your availability setup, please refer to section 3 of this article.

Non-Wellbeing Hub Clients

Clients outside the Wellbeing Hubs programme (for example, your private clients) can cancel sessions but cannot rebook them directly from the platform.

In these cases, you’ll need to communicate with the client directly to arrange a new time and update your calendar accordingly.

Can I Charge Clients for Cancellations or Rebookings?

For your own clients (non-Wellbeing Hub clients), charging for cancellations or rebookings depends entirely on your own terms and conditions.

Please note:

For Wellbeing Hub clients, you may only charge for a session (via credit or direct payment) if the cancellation or rescheduling occurs within 24 hours of the session start time.

For more information, please see here.

How Can I Charge for a Cancelled Session?

For Wellbeing Hub clients, if a session is cancelled within 24 hours of the scheduled time, you may charge for the session by following the steps outlined in this article.

For your own clients (non-Wellbeing Hub clients), you can collect payment directly according to your agreed terms by following these steps.

Will I Receive an Email if a Booking Is Cancelled or Rescheduled?

Yes. You’ll receive email notifications in both cases.

  • Cancelled session: You’ll receive a cancellation email.

  • Rescheduled session:

     

    • First, you’ll receive a cancellation email. (similar to the first screenshot above)

    • Then, you’ll receive a New Session confirmation email for the updated booking, similar to the screenshot below:

Please note that all bookings will be displayed in your Kara Connect calendar, in the Sessions tab.