Cancellation policy and no-shows: how to handle them as a trainer
An hour a client doesn’t show up for is almost never filled again. Clear rules up front prevent hassle afterwards. Including an example text you can use.
- Agree on your rules before the client books, and put them in writing.
- Keep it simple: one period (for example 24 hours), one rule for late cancellations and one for not showing up.
- Take payment up front. Then there is nothing to collect afterwards.
Why a cancellation policy
As a self-employed trainer you sell your time. If a client cancels an hour before, that hour is usually lost: you are already there, you have booked the space or you turned down another client. A clear rule protects your income, and honestly the client too: they know where they stand.
How to set it up
- Choose one period. 24 hours is easy to explain; Gymies uses it too. If you rent a court or studio you cannot cancel, a longer period can make more sense.
- Decide what happens with a late cancellation: the session is charged, or it comes off the class pack.
- Decide what happens if you cancel: a refund or a new appointment, whichever the client prefers. That makes your rule fair.
- Put it in writing and show it before booking, for example in your terms or your confirmation.
- Take payment up front. A rule you have to collect on afterwards feels awkward for both sides.
Example text
You can copy this text and adapt it for your own terms:
Cancelling and rescheduling - Up to 24 hours before the session you can reschedule or cancel free of charge. - If you cancel less than 24 hours in advance, or don't show up, the session is charged. - If I cancel, you get your money back or we schedule a new session, whichever you prefer. - With a class pack, a session cancelled in time goes back on your pack.
How it works on Gymies
On Gymies you don’t have to arrange this yourself. One cancellation policy applies to every trainer, and your client sees it before booking:
- Within 15 minutes of booking: You cancel for free and get everything back.
- Up to 24 hours before the session: You get the session amount back, or the session back on your class pack.
- Within 24 hours of the session: You get nothing back.
- If the trainer cancels: You always get everything back.
- Paid up front: a session is only confirmed once the client has paid.
- Cancelled late or didn’t show: you are paid for the session. If the client didn’t come, you record a no-show.
- Cooling-off: within 15 minutes of booking a client can always cancel free of charge.
- If you cancel, the client gets everything back. If you cancel less than 24 hours in advance or don’t show up, Gymies may charge you a fee (terms, art. 9.7).
- Group classes have their own rules: participants only pay once the minimum is reached. How it works.
Frequently asked questions
Can I charge for a session if a client cancels late?
Only if you agreed on it clearly in advance, for example in terms the client sees before booking. Without an agreement in advance it is hard to charge anything afterwards.
Which cancellation period should I choose?
There is no required period. Choose one you can stick to and that your client understands. On Gymies the same period applies to every trainer, and the client sees it before booking.
What happens on Gymies if a client doesn’t show up?
You record a no-show for the session. Your payout for that session stays.
On Gymies clients pay up front and fixed cancellation rules apply. You coach.
See Gymies for trainers