How Do Cancellation Fees Work for Appointments / Class Enrolments Covered by Packages or Memberships?

Modified on Fri, 7 Aug at 4:31 PM

MyTime allows businesses to define clear cancellation policies, including specific cancellation windows and corresponding fees (flat amounts or percentages of the service / class price). This article explains how cancellation and no-show fees are processed when an appointment or class enrollment is covered by a package or membership credit.

Things to know:

The ability to configure cancellation fees is controlled by the "Accessing Account Settings" access control setting.
By default, late cancellations and no-shows for appointments or classes covered by a package or membership credit do not consume the credit. If the booking was made online, the client’s credit card on file is automatically charged the standard cancellation fee instead.
You can configure your account to automatically deduct available package/membership credits instead of charging a cancellation/no show fee. This is controlled by the "Consume package and membership credits for the cancellation/no show policy," hidden setting. Please contact MyTime Support for assistance.
Credit consumption rules apply exclusively to item credits. Value credits are not supported; clients with value credits are charged standard out-of-pocket cancellation fees.
Staff can manually choose whether or not to collect cancellation fees during in-store checkout. Online cancellations automatically enforce the policy without exception.

The way cancellation fees are charged depends on how the appointment was booked, how it was canceled, and whether the fee is for a partial or full value of the service/class. Here's a breakdown of how cancellation fees are applied in these scenarios:

Cancellation Fee Behavior by Scenario

Cancellation Fee Setup	Channel	Default Behavior	Consume Credits First Hidden Setting Enabled
Partial Value of Service/Class	Booked Online: Cancelled In-Store or Online	Card on file is automatically charged. The item credit is automatically returned to the client's balance.	Available item credits are consumed. Staff members are redirected to POS to close the ticket. The client's card is not charged.
	Booked In-Store: Cancelled In-Store	Staff is redirected to POS to collect the fee (using the card on file or another preferred payment method). The item credit is automatically returned to the client's balance.	Available item credits are consumed. Staff members are redirected to POS to close the ticket. The client's card is not charged.
	Booked In-Store: Cancelled Online	Card on file is automatically charged. The item credit is automatically returned to the client's balance.	Available item credits are consumed. The client's card is not charged.
Full Value of Service / Class	Booked Online: Cancelled In-Store or Online	Card on file is automatically charged. The item credit is automatically returned to the client's balance.	Available item credits are consumed. Staff members are redirected to POS to close the ticket. The client's card is not charged.
	Booked In-Store: Cancelled In-Store	Staff is redirected to POS to collect the fee (using the card on file or another preferred payment method). The item credit is automatically returned to the client's balance.	Available item credits are consumed. Staff members are redirected to POS to close the ticket. The client's card is not charged.
	Booked In-Store: Cancelled Online	Card on file is automatically charged. The item credit is automatically returned to the client's balance.	Available item credits are consumed. The client's card is not charged.
No Cancellation Fee	Any Source: In-Store or Online	The appointment/service is canceled. The item credit is automatically returned to the client's balance.	The appointment/service is canceled. The item credit is automatically returned to the client's balance.

For more information, contact us at support@mytime.com or (385) 233-6964.

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