Pogozo lets you configure cancellation and no-show (DNA) penalties for your appointments and classes. You can set different rules per appointment or class type, choose whether to charge a fee or forfeit a membership session, and control whether clients can cancel their own bookings.
Allowing clients to self-cancel
Giving clients the ability to cancel their own bookings frees up admin time and lets Pogozo handle the cancellation fee automatically.
For appointments
Go to Settings then Appointments, Classes & Memberships and select Appointment settings.
Under Cancellation settings, set Users able to cancel own appointments to Yes.
For classes
Go to Settings then Appointments, Classes & Memberships and select Class types.
Create or edit a class type.
Scroll down to Class options. Tick the Allow client to self cancel checkbox, then click Update to save.
TIP: If you allow self-cancellation but don't set a minimum cancellation window, clients can cancel at any time. If you set a minimum window, clients can cancel up until that point - after which they'll either be charged a cancellation fee or directed to contact the business, depending on your settings.
Setting your minimum cancellation window
In Pogozo you can set a unique Cancellation window for both Classes and Appointments. Any bookings cancelled within this window will be counted as Late Cancellations, depending on your settings these bookings will be blocked from self-cancelling or incur a penalty.
Go to Settings then Appointments, Classes & Memberships and select Appointment settings or Class settings.
Scroll down to Cancellation settings. Enter your minimum notice period in the Minimum notice for cancellation field (this is measured in hours). Click Update to save your changes
Setting your cancellation fee type and amount
Go to Settings then Appointments, Classes & Memberships and select either Appointment types or Class types.
Edit the relevant Appointment/Class type, or create a new one.
Scroll down to the Finances (Classes) or Billing and booking details (Appointments) section and set Automatically charge a cancellation fee to Yes.
Select your Cancellation consequence - there are three options:
Charge a cancellation fee - if a client cancels within the minimum notice period, they're charged a cancellation fee. (See section How is the client charged below)
Client forfeits pass/attendance - if the client's booking is covered by a membership, one session is forfeited instead of charging an additional fee. If the client has no membership, no penalty applies.
Client forfeits pass/attendance, if no membership then charge cancellation fee - if the booking is covered by a membership, a session is forfeited. If the client has no membership, a cancellation fee is charged.
TIP: The "forfeits pass/attendance" option is popular with businesses that take a non-refundable deposit or pre-payment at the time of booking - the deposit is kept as the penalty and no additional fee is charged.
If your chosen consequence includes a cancellation fee, enter the Cancellation amount.
Scroll to the bottom and click Update to save.
TIP: We recommend adding your cancellation policy to your contracts or waivers so clients can read and sign off on it before making a booking.
Setting up a no-show fee for appointment types
If you add a no-show fee to your appointment or class type a pop up will appear with the option to charge a no-show fee when you mark a client as a no-show. Here's how to set it up.
Go to Settings then Appointments, Classes & Memberships and select Appointment types.
Edit the appointment type you want to add the fee to.
Scroll down to the Billing and booking details section. Select the Cancellation penalty. Enter a dollar amount in the No-show fee amount field if required.
Then click Update to save your changes.
Setting up a no-show fee for class types
Go to Settings then Appointments, Classes & Memberships and select Class types.
Click the class type you want to edit and scroll down to the Finances section.
Enter a dollar amount in the No-show fee amount field.
Scroll down and click Update to save your changes.
How is my client charged?
How your client is charged depends on the channel of cancellation, and if they have a payment method connected to their profile.
Channel | Has payment details saved | No payment details saved |
App | The client must pay the cancellation fee to complete the cancellation, either via payment details connected or adding new details. | Client is prompted to enter payment details and will be unable to finalise cancellation without successful payment. |
Cancellation link | The client's account is charged and cancellation processed. | Cancellation processed without taking payment, unpaid invoice is automatically generated for the cancellation fee. |