Cancellation policies are an effective way to reduce no-shows and late cancellations. You can customise your cancellation policy for your Aionic subscription.
Your cancellation settings are completed during the onboarding process. If you require changes to your cancellation settings, please contact the Aionic support team.
Cancellation Window
Cancellation windows provide you with the ability to manage the time frame within which a customer can cancel a booking before its scheduled start time. If a customer tries to cancel a booking within this window, they will be presented with a message 'booking time is too near'.
The cancellation window is based on hours.
 | If a customer doesn't attend or tries to cancel their booking within the window, they will forfeit 100% of their service cost. |
Cancellation Fee
The cancellation fee is a charge imposed on the customer when they cancel a booking.
The cancellation fee is a percentage of the service cost and only applies prior to the cancellation window, therefore it works similarly to taking a non-refundable deposit for a booking.
| If the customer can't make the time but wishes to attend a booking at a later date, advise the customer to reschedule the booking to avoid paying the booking fee. |
Note: When applying cancellation fees, it is your responsibility to ensure you are following relevant legislation.
Booking Fee
The Aionic subscription cost is a flat fee per booking and includes the Stripe payment processing fee and charges for SMS & Email notifications.
Booking Fee = 2.5% + $0.60 per transaction.
The booking fee is displayed to the Customer as included in the total cost of the service, and is outlined in the Terms & Conditions during the checkout process of the booking.
In the event that a Customer cancels a booking, the booking fees are subtracted from the refund to the Customer. In the event that you cancel a booking, the booking fees are charged to your Aionic subscription.
Cancellation fee calculation and application
The below outlines how the cancellation fee is calculated and processed.
 | Example |
Fit N' Flex is a personal training service, with the following cancellation policy: Cancellation Window: 4 hours Cancellation Fee: 10% John Smith booked a personal training session for $150. | |
Scenario 1 - Customer cancels the booking before the cancellation window
Service Cost - Booking Fee (2.5% + $0.60) - Cancellation Fee (10%) = Refunded Amount
$150.00 - $4.35 - $15.00 = $130.65
John receives a $144.20 refund
Scenario 2 - Customer cancels the booking within the cancellation window
Refund Amount = $0
John receives no refund.
Scenario 3 - Subscriber (you) cancel the booking, regardless of the cancellation window
Customer: Service Cost = Refunded Amount
Subscriber: - Booking Fee (2.5% + $0.60) will be charged to your Aionic subscription
John receives a $150.00 refund
Subscriber (You) pays $4.35 to Aionic
Refunds
The refund amount will be displayed to the customer prior to them cancelling their booking. Once they cancel the booking it will trigger the refund to be processed.
The refund will be returned to the same card used to make the booking.
| Some refunds may take a few days to process, it is advised that you notify your customers. |
In the event you need to provide a full refund to your customer after cancellation, you are able to process manual refunds through your Stripe dashboard. Check out the help information here.
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