Let me explain

Booking and cancelling a slot

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1. 1

   What I need you to decide

   When someone cancels more than 24 hours before, should they get store credit instead of their money back?

   More

   Cancelling more than 24 hours before frees the slot for someone else, but the money stays with us as store credit — the customer is not charged again, and we are not out of pocket.

2. 2

   My recommendation

   Keep store credit rather than a refund, and say so on the confirmation screen before the person confirms, not after.

3. 3

   What I'll ask

   11 questions in 5 parts.

   Book a slotCancel a bookingPick another dayJoin the waiting listAsk a question

4. 4

   Done before

   2 examples, like Class passes at gyms.

   More

   • Class passes at gyms A cancelled class returns a credit to the pass, not money to the card; the rule is shown when you book. www.gov.uk
   • A studio a colleague worked with They refunded everything to the card and lost the slot as well; the rebooking rate never recovered. unverified · I could not find a source
5. 5

   What could go wrong

   Customers may read "credit" as "refund" and ask for the money back anyway.

   More

   • Credit that expires is the part people complain about; nothing here says whether it does.
   • Cancelling less than 24 hours before keeps neither the slot nor the money, which is the harshest step in the flow.
6. 6

   How to answer

   Click through booking and cancelling.

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   Judge each step: does it make sense, and is what happens behind it right?

7. 7

   What happens next

   Steps you agree with are built as shown.

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   Anything else I change and send back as a new round.

   Nothing is sent until you download your answers.