Late-Cancel & No-Show Fees

Overview

GymPoint can charge a member automatically when they cancel a class inside your notice window, or when they no-show a class or an appointment. The fee is charged to the member's card on file, or invoiced if there is no card, and staff can waive or refund it at any time. This article covers what the fees are, how to set the amounts, what members see, how charging works, and the actions available to staff.

What the Fees Are

There are two independent fee amounts:

• Late-Cancel Fee - Charged when a member cancels a class inside your cancellation window, or when a trainer records a late cancellation on an appointment.
• No-Show Fee - Charged when a member is marked a no-show, whether by staff on the class roster, by the automatic no-show sweep, or on an appointment.

Both amounts are set in dollars. A $0 amount turns that fee off. These fees are separate from the existing credit-burn toggles (deduct a class credit on late cancel or no-show), which remain independent settings, an organization can use fees, credit burns, both, or neither.

Setting the Amounts

1. Go to Settings > Bookings > Cancellation Policy.
2. Set the Late-Cancel Fee and No-Show Fee in dollars. Leave either at $0 to turn it off.
3. Click Save.

Both amounts can be overridden for an individual program (class) or service (appointment type):

• Programs - Open the class in the class editor and expand Override Cancellation Fees under the Booking section. Enter dollar amounts there, or leave them blank to inherit the organization-wide amounts.
• Services - Open the appointment service and expand the same override section.

A program or service override always wins over the organization default. Leaving both fields blank means that program or service simply follows whatever is set at Settings > Bookings > Cancellation Policy.

What Members See

The policy is disclosed everywhere a member can book or cancel:

• Member portal - The booking sheet for a class shows the cancellation window and either fee amount that applies.
• Public booking page - The same policy line appears before a prospect or member books online.
• Cancel dialog - If a member tries to cancel inside the window and a late-cancel fee is set, the dialog replaces the usual block with a warning that canceling now will charge the fee to their card on file (or note that an invoice will be issued if they have no card), with a Confirm/Keep Booking choice.
• Confirmation emails - Class and appointment confirmations include one line about the policy whenever either fee is set above $0.
• Fee email - Whenever a fee is actually charged or invoiced, the member gets a separate transactional email stating the amount, whether their card was charged (last 4 digits) or an invoice is waiting on their account, and how to reach the gym with questions.

How Charging Works

When a fee is triggered, GymPoint looks for the member's default active card on file:

• Card on file - The fee is charged immediately. The charge appears in the member's Purchases as a paid invoice.
• No card on file, or the charge declines - GymPoint creates an unpaid invoice instead, due in 3 days. The invoice is visible on the member's account and is collections-eligible once it becomes overdue, the same as any other unpaid invoice. GymPoint makes one charge attempt; it does not automatically retry a declined fee.

Either way, the member is always notified by email.

Staff Actions

• Mark a no-show on the roster - Open the class instance and use the Mark No-Show action on the member's roster row, next to Check In. This applies any no-show fee and credit-burn setting for that class.
• Apply the policy on a staff cancel - When staff cancel a member's class booking or record a late appointment cancellation, they can choose to apply the late-cancel policy so the fee is charged. This action requires booking permissions. Leaving it unchecked cancels the booking without a fee.
• Waive or refund a fee - Open the fee's invoice from Members > [Member Name] > Purchases and click Waive Fee. An unpaid fee is voided; a fee that was already charged is refunded in full to the original card, and requires the staff PIN the same as any other refund. Staff with payment permissions can waive a charged fee; waiving an unpaid fee only requires booking permissions.
• Restoring after waiving - Waiving or refunding a fee does not undo the cancellation or no-show. For a class, re-add the member from the roster like any other enrollment, subject to capacity. For an appointment, a late-canceled booking can be restored from the schedule once its fee has been waived or refunded; GymPoint blocks the restore until then.

Appointments vs. Classes

• Classes - A member can cancel their own class booking from the portal. If they cancel inside the notice window and a late-cancel fee is set, the cancellation goes through and the fee is charged. If no fee is set, GymPoint still blocks the late cancel.
• Appointments - Members cannot cancel their own appointments today. A late-cancel fee only applies when the trainer or staff records the cancellation and applies the policy. No-show fees apply the same way as classes, either from staff marking a no-show or the automatic sweep.

FAQ

Does leaving a waitlist ever charge a fee? No. Leaving a waitlist never triggers a late-cancel or no-show fee, only a cancellation of a confirmed booking or a marked no-show does.

How do fees interact with the credit-burn toggles? They're independent. If both a fee and a credit-burn toggle (burn a credit on late cancel, deduct a session on no-show) are enabled for a class, a late cancel or no-show does both, the credit is deducted and the fee is charged.

If a member is owed a refund elsewhere on their account, does that cancel a fee? No. A refund for something else on the member's account and a late-cancel or no-show fee are processed independently. They don't automatically offset each other, each is its own invoice or transaction.

What happens if the member's card is declined when the fee tries to charge? GymPoint creates an unpaid invoice instead, due in 3 days, and emails the member either way. Staff can collect payment manually or let it move through the normal collections process if it goes unpaid.