Cancelation Policies for Appointments and Classes

In Pike13, clients can cancel a scheduled appointment or class enrollment. Within each service, a business can set a cancelation policy to mark clients as Late Cancel. The client may be charged a fee or have a visit deducted for canceling late.

1. At the top of any Pike13 page, click Settings, then Services.
2. Select the service to modify.
3. Click the Cancellation tab, then click Edit for the setting of interest.
4. Deadline for free cancellation
   1. Select No if there is no penalty for canceling or no shows.
   2. Select Yes if you wish to charge a fee and/or deduct a visit when a client cancels within the set cancellation period. Then, designate how many hours before their scheduled session a client can cancel without penalty.
      1. When a client cancels before the time set in your cancellation policy, they are removed from the class roster, or their appointment is removed from the schedule.
      2. If the clients cancel after the cancellation period, they will still show up in the appointment or class roster, but they will appear as a Late Cancel.
5. Cancellation fee
   1. Allow a fee to the charged?
      1. Yes: Staff will have the option to charge a client the set cancellation fee but not deduct a visit.
         1. Enter the amount of the fee, choose applicable taxes, and revenue category.
      2. No: There will be no fee applied.
   2. Allow a visit to be deducted?
      1. Yes: A visit will be automatically deducted from their active pass or plan.
      2. No: A visit will not be deducted.
   3. If both options are Yes, staff will have to choose whether to charge a fee or deduct a visit when a client late cancels or no shows.
   4. If both options are No, the client will not be marked as a late cancel. When they cancel an appointment it will be removed from the schedule, and when canceling a class they will be removed from the roster.
6. Cancellation policy
   1. This text will be shown to clients when trying to cancel their enrollment. This can be auto-generated by Pike13 or customized to meet business needs.
7. Make-up policy
   1. This allows issuing make-up passes for clients who miss their class. Staff may issue these or clients may issue a make-up pass to themselves when going through the cancellation workflow.
   2. Allow staff members to issue make-ups?
      1. Yes: Allows staff to issue make-up passes to clients who are late canceled
      2. No: Removes the option for staff to issue make-up passes to clients.
   3. Allow clients to issue themselves make-ups?
      1. Yes: Allows clients to issue make-up passes to themselves when they are late canceling a session.
      2. No: Removes the option for clients to issue make-up passes to themselves.
   4. Which single visit prepaid pass will be issued?
      
      1. Select the type of 1 visit pass that will be issued in place of the missed session.
   5. Expiration
      1. Make-up passes may never expire or they may expire a predetermined number of months, weeks or days after they are issued. A typical duration is 30-45 days.
8. Contact staff to cancel enrollment
   1. On: removes the ability for clients to cancel their own enrollments.
   2. Off: Allows clients to get make-up passes on their own when they cancel their enrollment.