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.
Setting up cancellation settings for appointments and classes
Go to Settings, then Appointments, classes & memberships, and select Appointment types/Class types.
Edit the relevant type or create a new one.
Scroll down to the Finances section and configure your cancellation settings:
Allow online cancellation? - set to Yes to allow clients to cancel their own bookings via the app, or No to require them to contact the business.
Minimum notice for cancellation - enter the number of hours' notice required before a cancellation is considered late.
Automatically charge a cancellation fee - set to Yes to apply a penalty for late cancellations, then select your Cancellation consequence:
Charge a cancellation fee - the client is charged a fee if they cancel within the minimum notice period.
Client forfeits pass/attendance - if the booking is covered by a membership, one session is forfeited. If the client has no membership, no penalty applies.
Client forfeits pass/attendance, if no membership then charge cancellation fee — a session is forfeited if covered by a membership, or a fee is charged if not.
If your chosen consequence includes a fee, enter the Cancellation amount.
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.
No-show fee amount - enter a dollar amount to enable a no-show fee. When you mark a client as a no-show, Pogozo will offer the option to charge this fee. Leave blank or set to $0 if no fee is required.
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.
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. |