I cannot open the Policies page. Why?

Managing policies needs the settings permission. Ask the owner or an admin, or have them give your role access under Settings > Team & roles.

Was the late fee taken from the customer automatically?

No. Timeo works out the fee and saves it on the cancelled booking, but no payment is taken. Collect it the next time they visit.

Two policies match one service. Which one is used?

A policy that names the service is used first. The default policy only applies to services with no policy of their own.

How to set a cancellation policy and handle no-shows.

A cancellation policy tells customers how late they can cancel for free, and records a fee when they cancel later than that. You can have one default policy and stricter ones for chosen services.

Who it is for: Owners and managers
Plan: Every plan (Basic, Advance and Team)

Create a cancellation policy

Open Booking setup > Policies (gyms: Schedule > Policies). You can also reach it from the Policies tile in Settings.
Click Create policy.
Give it a Name, for example "Standard 24-hour policy".
In Hours before start, type how late a customer can cancel for free.
In the Fee field, type the late cancellation fee in cents of your currency, for example 2000 for 20.00. The Preview shows the sentence in plain words.
Under Applies to services, leave everything unticked to cover every service, or tick the services this policy is for.
Turn on Default policy if this is the fallback for services without their own policy. Only one policy can be the default.
Leave Active on and click Save policy.

How the fee works

When a booking is cancelled inside the window, Timeo records the fee from the matching policy on the booking. It does not charge the customer's card by itself, so collect the fee at their next visit or by your usual method.
A policy for specific services wins over the default policy for those services.
Inactive policies are skipped.
For classes, the same hours decide whether a member who cancels late gets their session back (see the class cancellation settings).

Mark a no-show

On the Appointments calendar, click the booking and choose Open appointment.
Click Mark no show. You can also use More to set any other status.

What your customers see

In the member app, the booking shows the policy in words, for example "Free cancellation up to 24 hours before your appointment. Late cancellation fee: 20.00."
With no policy set, members see "Free cancellation up to 1 hour before your appointment."

Common problems

I cannot open the Policies page. Why?: Managing policies needs the settings permission. Ask the owner or an admin, or have them give your role access under Settings > Team & roles.
Was the late fee taken from the customer automatically?: No. Timeo works out the fee and saves it on the cancelled booking, but no payment is taken. Collect it the next time they visit.
Two policies match one service. Which one is used?: A policy that names the service is used first. The default policy only applies to services with no policy of their own.

More in Appointments and bookings, or start with the getting started guide. Still stuck? Contact us.