How to cancel a booking

You can cancel any upcoming booking yourself. If you cancel before your gym's cancellation window, which is 24 hours before the session unless your gym has changed it, your credit goes straight back to your balance. Cancel later than that and the credit isn't returned. The screen tells you which applies before you confirm.

Before you begin#

• Find the booking on the portal overview or the app's Sessions tab.
• Check the session's start time against your gym's window.
• To move a session, plan to cancel and book a new time. There's no separate reschedule button.

On the web#

1. Select Cancel on the session, on the portal overview under Your next session or Also coming up.
2. Read What happens to your credit.
3. Tick the box confirming you understand the credit is lost, if the session is inside the window.
4. Select Yes, Cancel Session, or Cancel & Forfeit Credit for a late cancellation.
5. Select Keep My Session instead if you change your mind.

In the Levflex app#

1. Tap the Sessions tab and then the booking under Upcoming.
2. Read What happens to your credit and the Free cancellation until time.
3. Tick I understand I'll lose this session credit if the session is inside the window.
4. Tap Cancel session, or Keep my booking to leave it.

What happens to your credit#

Common mistakes#

Waiting until the last day to move a session#

To change your time, cancel and rebook. Do it before the window starts and your credit comes back for the new booking. Inside the window, contact your gym first. It may be able to move you without losing the credit.

Not noticing the window is set by your gym#

Your gym chooses the window. The portal and app show the exact time, for example Cancel 24+ hours ahead to keep your credit. Levflex can't change it or return a forfeited credit.

Cancelling a session the gym already cancelled#

If the gym cancels, the booking shows Cancelled by the gym and the credit is already back. The gym may also offer you a new time. See How to respond to a new time from your gym.

Troubleshooting#

• Do you see This session can no longer be cancelled?
  • Yes
    The session has started or already been cancelled. Contact your gym.
  • No
    Go to the next question.
• Did you lose a credit you think you should have kept?
  • Yes
    Contact your gym. Only the gym can return a forfeited credit. See How the cancellation window works.
  • No
    Your balance is updated. You can book a new time straight away.

The cancellation shows on your overview right away, and your gym is notified.