Cancelling Bookings

Cancelling customers from the Dashboard

If you are on a Lite plan or above, and a customer contacts you directly about cancelling, you can easily cancel and refund the customer from your dashboard. Just find the booking in the Timetable, press on the date, and click the 3 dot menu next to the name of the customer. Click 'Refund' and you'll be taken to the Refund pop-up:

Select a reason, write a message and click Refund. Once submitted, the customer will receive an email to confirm their booking has been cancelled and refunded.

Can I refund a booking from the past?

You can only refund customers from classes in the past if these were cancelled via the dashboard. Once cancelled, a booking is On Hold until the customer chooses to reschedule or refund their booking.

If a customer requires help processing either of these options, you can follow the same steps to cancel or refund via the Timetable page. Just make sure to change your view to "View class by month" and go back to the date in question.

If you would like to refund a customer who's class was not cancelled, please email partners@obby.co.uk confirming all the details and we will confirm what is possible.

Free Plan

If you are a Free plan user you won't have access to this feature. Please contact partners@obby.co.uk confirming the details and we will cancel the booking for you. (Find out more about our plans here).

Customers can cancel their own bookings more that 7 days before the class

If it is 7 or more days before the date that the customer booked on to, then the customers can easily cancel their booking via their Bookings page. You will be notified of the cancellation by email and the class availability will be automatically updated in your dashboard.

The customer will be refunded, and you will not be paid for the booking.

Cancelled bookings made less than 7 days before the class

We understand that some of our teachers are happy for cancellations to be made within 7 days and we also understand that for some of our teachers, that would not be possible. Therefore, if a customer contacts us asking to cancel their booking less than 7 days before the class, it will be at your discretion as to whether or not you wish to accept. You absolutely do not have to accept if you do not wish to, there is no pressure at all, and it won't reflect badly on you if you don't allow the customer to cancel.

Important Note: As with all bookings on Obby, if a booking is cancelled before the payment transfer date, you will not be paid.

For further information on how to manage your customers > Click Here.