Moving and cancellation rules for customers

The rules are set in Settings → Booking policies. The same text is shown automatically in the booking terms, confirmation email, booking page and AI chat.

Customer moves

• The customer moves the booking from the link in the confirmation. Duration and price stay the same, and moving to a more expensive time is not possible online.
• Moving allowed when at least (h before start) and Moves per booking limit moves.
• Late same-day move allows a small move within the same day after that (e.g. ±120 min).

Tiered cancellation

• Free cancellation: the payment is refunded and pass hours or visits are returned.
• Partial credit: the customer gets the chosen share of the price paid as a personal credit code. The payment and pass hours are not returned.
• Late cancellation without refund: the time is released to others, but no refund is paid.

Moves and cancellations made by staff are not limited by these rules.