How to cancel a session or offer a client another time

This article shows your team how to cancel a booked session, offer the client another time, book a client in yourself, and mark sessions complete. When the gym cancels, the client is notified with your reason. Offers to move expire after 7 days by default.

Before you begin#

• Sign in as the owner, an admin or the trainer for that session.
• Open Calendar and find the session's week with This Week, Next Week or In 2 Weeks.

Cancel and offer another time#

1. Select the block on Calendar to open it.
2. Choose Cancel this session for the client's booking.
3. Type the Reason (the client sees this).
4. Optional: pick a time under Offer another time (optional) and add a Note with the offer.
5. Select Cancel & Notify.

Open offers show under Awaiting a Reply at the top of Calendar. Select Withdraw to take one back.

Book a client in#

1. Select the block on Calendar.
2. Open Hold seats · book a client.
3. Choose a client under Book a client in and select Book.

To keep seats back without a name, use Hold seats, set For whom and select Hold.

Mark a session complete#

After the session, select Complete on the booking. This matters for referrals: a referred client's first completed session earns the person who referred them a free session.

Offer settings#

Common mistakes#

Deleting the block instead of cancelling#

Deleting the whole block doesn't send your reason. Cancel the bookings with Cancel this session first.

Never selecting Complete#

Referral rewards only go out when you select Complete on the referred client's first session.

Booking clients who have no credits#

Bookings you make use the client's credits. Add credits first with Adjust (+/−) if they've paid you another way.

Clients get a push notification and an email (if they've turned email on) as soon as you cancel or offer a time.