Staff members can cancel an asset booking from the Elevate Staff App or the Staff Back Office. From the Staff Back Office, you can also cancel multiple assets at once, including assets in recurring bookings.
Clients can cancel assets for themselves through either the Client Portal or the Achieve Client App.
Key tips
Visits paid for with a session pass or a membership that are marked as Early Cancel will be returned to the session pass or membership.
Returned visits won’t automatically pay for existing unpaid visits. To use a session pass or membership to pay for an unpaid visit, you must reconcile the visit.
If an asset is canceled after a client is marked as Late Cancel, their status automatically changes to Early Cancel. Purchase Option visits used for payment will be returned, but late cancellation fees won't be automatically refunded. To refund these fees, you must manually issue the refund to the client.
Only staff members can cancel one or more sessions of a recurring booking with no set end date. If a client attempts to cancel this type of booking, the system will automatically rebook the session.
Cancel a Book-a-Spot asset booking from a client’s profile
To cancel a Book-a-Spot asset booking from a client’s profile:
Click Search
at the top of the screen and enter the client’s information, then click their name in the list.On the side menu of the client’s profile, click Attendance > Upcoming Schedule.
Find the asset booking you want to cancel, then click More
and select Cancel Asset.In the confirmation popup, click OK. The asset booking is canceled.
Cancel a recurring Book-a-Spot asset booking from a client’s profile
To cancel a recurring Book-a-Spot asset booking from a client’s profile:
Click Search
at the top of the screen and enter the client’s information, then click their name in the list.On the side menu of the client’s profile, click Attendance > Upcoming Schedule.
Find the asset booking you want to cancel, then click More
and select Cancel Recurring Assets.Under Update status, select Early cancel, Late cancel, or No-Show.
If a client's attendance status changes to No-Show or Late Cancel, they might incur a fee per your cancellation policies. With the right staff role permissions, you can choose to apply the fee:
Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
No, don’t charge the fee — The client won’t be charged any amount.
Under Reason, enter the reason for the cancellation.
Under Cancellation Details, select one of the following options:
All assets going forward — If you select this option, all upcoming assets in this recurring booking will be canceled.
Select specific assets — If you select this option, you must choose the assets in the recurring booking you want to cancel:
Under From date and To date, set a date range. Assets from this recurring booking that occur in this date range will be displayed under Scheduled asset(s).
Under Scheduled asset(s), select the assets that you want to cancel.
Set the Email, SMS or push notification options to ON to determine how to notify the client.
Click Edit next to any toggle to edit the notification that is sent to the client.
Click Cancel asset(s).
Cancel multiple Book-a-Spot asset bookings from a client’s profile
To cancel multiple Book-a-Spot asset bookings from a client’s profile:
Click Search
at the top of the screen and enter the client’s information, then click their name in the list.On the side menu of the client’s profile, click Attendance > Upcoming Schedule.
In the list, select the checkboxes to the left of the asset bookings that you want to cancel.
Click Cancel selected visits.
In the confirmation popup, click Cancel Service(s). The asset bookings are canceled.
Cancel a Book-a-Spot asset booking from the schedule
To cancel a Book-a-Spot asset booking from the schedule:
Open the App Drawer
then click View All > Schedule.Make sure the schedule is in list view. If the schedule is not already in list view, click List
to change the schedule to list view.Click Options
for the asset you want to cancel, then click Cancel Asset.In the Asset booking cancellation popup, under Update status, click Early cancel, Late cancel, or No-Show.
If a client's attendance status changes to No-Show or Late Cancel, they might incur a fee per your cancellation policies. With the right staff role permissions, you can choose to apply the fee:
Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
No, don’t charge the fee — The client won’t be charged any amount.
Under Reason, enter the reason for the cancellation.
Set the Email, SMS or push notification options to ON to determine how to notify the client.
Click Edit next to any toggle to edit the notification that is sent to the client.
Click Cancel asset booking.
Cancel a recurring Book-a-Spot asset booking from the schedule
To cancel a recurring Book-a-Spot asset booking from the schedule:
Open the App Drawer
then click View All > Schedule.Make sure the schedule is in list view. If the schedule is not already in list view, click List
to change the schedule to list view.Click Options
for the asset you want to cancel, then click Cancel Recurring Assets.Under Update status, select Early cancel, Late cancel, or No-Show.
If a client's attendance status changes to No-Show or Late Cancel, they might incur a fee per your cancellation policies. With the right staff role permissions, you can choose to apply the fee:
Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
No, don’t charge the fee — The client won’t be charged any amount.
Under Reason, enter the reason for the cancellation.
Under Cancellation Details, select one of the following options:
All assets going forward — If you select this option, all upcoming assets in this recurring booking will be canceled.
Select specific assets — If you select this option, you must choose the assets in the recurring booking you want to cancel:
Under From date and To date, set a date range. Assets from this recurring booking that occur in this date range will be displayed under Scheduled asset(s).
Under Scheduled asset(s), select the assets that you want to cancel.
Set the Email, SMS or push notification options to ON to determine how to notify the client.
Click Edit next to any toggle to edit the notification that is sent to the client.
Click Cancel asset(s).