Change or cancel a booking

Every booking lands in one place, whether a customer booked online or you added it by hand.

Find a booking

Open Bookings in the admin sidebar, or open Sessions and click a session to see everyone booked on it.

The List view searches every booking by name, email or booking reference, and shows what each one paid and any code used. On a phone, tap the search icon to open it. Its status filter starts on All statuses, so choose Active to hide cancelled and no-show bookings. Each booking's History section logs what has happened to it and who did it, and every email sent about it with its delivery status.

Notes on a booking

A booking shows the customer's checkout note (read-only) and your own Staff note, which the customer never sees. Click Add note to write one, or Edit to change it. Both appear in your booking lists and on the Check-in view. The same editor has an Access requirement switch for flagging a booking yourself.

Keep a note on the customer

Switch on Keep on all their bookings before you save and the note becomes a Customer note, shown on every booking they make with you and on their customer record.

Switch on Alert the team when they book too and your team gets an email and bell notification when that customer books or moves a booking. The alert only says there is a note.

• The customer never sees it, but can ask you for a copy, so keep it factual.
• It follows their account, so not a different email address or a visit as someone's guest.
• Edit or remove it from any of their bookings, or under Customers, where Add customer note also writes one.

Resend the confirmation

Open the booking and in the Customer section click Resend confirmation. A Bounced badge means their last email wasn't delivered, so fix the address on their customer record first.

To record an offline payment or apply a voucher to a booking you added by hand, see add a booking.

Print or download a receipt

Open the booking and select View receipt under the total. It opens a receipt you can print or save as a PDF. Once you've added your tax number it's a VAT receipt - see how tax works.

Move a booking to another date

Choose Edit booking → Move booking, then pick a session with room for it. The list opens at today; use the From date button to jump further out.

It moves the whole booking, the list covers every session type, and the customer is emailed the old and new dates. You can also move onto a recent past session, for example to put a walk-in on the right date, which doesn't email anyone.

Adding a space paid by a bundle or credit

If a customer booked with a bundle, a gift voucher's sessions, or credit you gave them, an extra space can come out of what they've already paid for.

1. 1
   Open the booking and choose Edit booking → Edit quantity, then use + to set the new number of spaces.
2. 2
   If the customer has credit valid for this session, a row shows the bundle and how many added spaces it covers, ticked by default. Untick it to add the space free and leave the balance alone.
3. 3
   Save. The credit is drawn down, and anything it can't cover is added free. Your side never charges a card.

Removing a space returns the credit that paid for it.

Cancel or refund a booking

Choose Edit booking → Cancel booking. The Refund amount is prefilled with the full amount paid: lower it for a partial refund, or set it to 0 to keep the payment. Removing spaces works the same way. If every visitor has signed the waiver, first remove whoever isn't coming from the booking's waiver section. To refund money without changing the booking, use Edit booking → Refund. The full detail, including when credit comes back, is in refunds.

Cancelling a whole session

Open the session and choose Cancel session. Optionally add a reason, such as "Heater fault", for the cancellation email, check the summary of bookings and money paid, then confirm. Every booking is cancelled and refunded straight away, as a card refund or account credit according to What they get back in your cancellation policy, or the price's own rule where it has one. Reinstating a session doesn't restore its bookings or the money.

To tell everyone on a session something without cancelling it, such as lost property or a late start, see emailing everyone booked into a session.

Customer limits

The limits in Settings → Policies (booking window, cancellation policy) only apply to customers. Admins and staff can change any booking at any time.

Troubleshooting

1. A booking or session won't delete. Bookings are kept so revenue history is never lost. Cancel the booking first, then remove the session.

2. The session you want is greyed out in the move list. Sessions without room for the whole booking are shown greyed out and can't be picked, with how many spaces they have against how many the booking needs. Free up spaces on one, or raise its capacity for that date, then move the booking. An earlier cancelled booking by the same customer doesn't block the move.

3. One person in a group booking wants a different date. Choose Edit booking → Edit quantity, drop the spaces by one, set the refund amount to 0 and save. Then add a booking on the new date for the same customer with Payment left on Not taken. If the new date is a different price, keep the prefilled refund and send them the booking link instead.