Rescheduling or Cancelling a booking
Our cancelling and rescheduling policy is super clear .
Cancellations within 48 hours of the session start time = 100% the session cost ( excludes hire gear )
Rescheduling before 48 hours of the session start time = no charge
Rescheduling between 48 hours and 24 hours of the session start time = 50% of the session cost?( excludes hire gear )
Rescheduling within 24 hours of the session start time= 100% of the session cost?( excludes hire gear )
It’s really important we inform all our new customers about our 48 cancellation policy before we place a booking over the phone.
‘if you need to cancel we need just need 48 hours notice, otherwise you’ll still need to pay for the studio’
While we need to be quite rigorous in employing this policy, a bit of discretion is encouraged.
In particular, if the customer calls around 48 or 24 hours then we can use our initiative as to whether we should cancel with no fee, or reschedule. Or if they call back within an hour of placing the initial booking.
Additionally, if they call due to a bad injury or accident, offering to waive the fee is encouraged.
So, we’ve just answered a phone call and it’s a customer wishing to cancel a studio.
First, we need to find the Order. We have a couple of ways to do this.
- Ask for some info from the customer that we can use to search for?the order in Our Orders.
- Locate the details by taking a look in calendar view for the booking in ‘Our Bookings’
Change the order status to ‘cancelled’ and update.
This also cancels the reservation, making the time available on our website for another customer to book.
Now, if we are outside 48 hours of the start time, we don’t charge a fee. We just need to let let them know all is well, thank them for calling and that’s the end of the phone call.
If it’s inside 48 hours of the session start time, they will still need to pay for the booking.
If that’s the case, but it’s outside 24 hours of the start time, then we can offer to reschedule the studio.
They’ll only need to pay 50% of the original booking, but we do need to place another booking.
If they’ve opted to reschedule, next step is to book a studio
If there’s a fee, the next step is to work out how the customer would like to pay that.
We can either take a payment over the phone, or we can email an invoice, due either in 7 days or, if they’ve rescheduled, when they are next at the studio ( whichever is sooner ).
If they’ve asked to have the invoice emailed, select ‘Email’
The last step is to add a note to the order explaining how the cancellation was made ( eg cancelled by phone, cancelled at reception) whether or not there is a fee and, if there is a fee, whether if it was paid over the phone or the invoice emailed to customer.
Next – No Shows