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

Modified on Tue, 29 Apr at 2:14 PM

MyTime allows businesses to set a cancellation policy that defines when clients can cancel appointments/class enrollment and whether a cancellation fee applies. You can set a cancellation window and choose to charge a fee, either a flat amount or a percentage of the service price, if the client cancels outside of the allowed timeframe. This policy applies to both online and in-store cancellations, and clients are made aware of the terms during the booking process.

This article explains how cancellation fees are handled when an appointment/class enrolment is paid for using a package or membership credit.

Things to know:

If an appointment/class enrollment covered by a membership or package credit is canceled and falls within the cancellation window (i.e., late cancellation), the credit is not used. Instead, a cancellation fee is charged to the client, based on your configured settings.
In-store booking cancellations or appointments marked as no-show allow staff discretion on whether to apply the fee at checkout.
Online bookings/cancellations follow the configured cancellation policy automatically, with fees applied if the client cancels late.
In either case, credits from packages or memberships are not used when a cancellation fee is charged.
For businesses that require online payments but do not enforce a cancellation policy, clients can now book $0 services online without requiring a credit card to be entered. Previously, if online payment was required, clients had to provide a credit card even for $0 services—such as those covered by a package or membership— even though a cancellation policy was not in place.

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. Here's a breakdown of how cancellation fees are applied in these scenarios:

Cancellation Fee Behavior by Scenario

Cancellation Fee Setup	Packages	Memberships
Partial Value of Service	Booked in-store, cancelled in-store; Staff can choose to apply a cancellation fee at the POS.	Booked in-store, cancelled in-store; Staff can choose to apply a cancellation fee at the POS.
	Booked online, cancelled online; The client is automatically charged the cancellation fee.	Booked online, cancelled online; The client is automatically charged the cancellation fee.
	Booked in-store, marked as no show in-store; Staff can choose to apply a cancellation fee at the POS.	Booked online, marked as no show in-store; Staff can choose to apply a cancellation fee at the POS.
Full Value of Service	Booked in-store, cancelled in-store; Staff can choose to apply a cancellation fee at the POS.	Booked in-store, cancelled in-store; Staff can choose to apply a cancellation fee at the POS.
	Booked online, cancelled online; The client is automatically charged the full service amount as a cancellation	Booked online, cancelled online; The client is automatically charged the full service amount as a cancellation
	Booked in-store/online, marked as no show in-store; Staff can choose to apply a cancellation fee at the POS.	Booked in-store/online, marked as no show in-store; Staff can choose to apply a cancellation fee at the POS.
No Cancellation Fee	Booked in-store, cancelled in-store; The appointment will be canceled, and the package credit will remain unredeemed.	Booked in-store, cancelled in-store; The appointment will be canceled, and the package credit will remain unredeemed.
No Cancellation Fee	Booked in-store, marked as no show in-store; The appointment will be marked as a no-show, and the package credit will remain unredeemed.	Booked online, marked as no show in-store; The appointment will be marked as a no-show, and the package credit will remain unredeemed.

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