Introduction:
GymOwners.com allows you to enforce late cancellation rules using the cutoff time defined in your business settings. When a member cancels a session:
The system checks the time of cancellation against the set cutoff (e.g., 4 hours before the session).
If the cancellation occurs after the cutoff, it is marked as a late cancellation.
If the member is on a plan with session limits, the session will still be deducted from their remaining balance, even though they did not attend.
This ensures that last-minute cancellations still count against a member’s usage, helping manage attendance and class availability more effectively.
This guide will walk you through the process of how to determine if a cancelled session is considered a late cancellation.
Process description:
You'll navigate to the member's profile and check their attendance history to identify the date the session was cancelled. Then run the late cancellation report with a date range that includes the date that the member cancelled. The report will display what your late cancellation cutoff is and all members who violated that during the date range you entered.
Step-by-step instructions:
- Select member and navigate to the Attendance tab of their member profile.
- Identify the date that the member cancelled their session.
- Go to Reports>Late Cancellation
- Set the report's date range to include the date that the member cancelled.
- Review the Policy Violators section to determine if the member is listed.
Tips and best practices:
- Make sure that your late cancellation policy is setup by clicking the profile icon in the tool bar then selecting Business Settings and Session Schedule.
- Late cancellation policies are a best practice for gyms because they help protect revenue, ensure fair access to limited class spots, and encourage member accountability. When members know there’s a late cancellation policy, they’re more likely to show up or cancel in advance, which leads to better attendance and more predictable class sizes. It also respects the time of instructors who prepare for full classes and ensures that waitlisted members have a fair chance to attend. Overall, late cancellation policies support smooth operations, promote commitment, and create a more reliable experience for both staff and members.
Next steps:
Once you have ran the report to determine if any members violated your late cancelation policy, it's up to you to decide if you would like to restore credit for the session or enforce the late cancelation policy.