IN BRIEF:
The Mobile App allows users to cancel or reschedule appointment bookings directly from their account. This helps families manage their schedules while ensuring that any applicable cancellation fees are clearly communicated before changes are finalized. 

• Overview
• Accessing the Feature
• Step-by-Step Instructions
  • Canceling an Appointment
    • Additional Details
  • Rescheduling an Appointment
    • Additional Details
  • Cancellation Fees
• Troubleshooting & FAQs
• Related Articles

Overview

The Mobile App provides a convenient way for families to manage appointment bookings, including canceling or rescheduling sessions.

When making changes to an appointment:

• The System may apply cancellation fees based on configured settings.
• Users will receive a confirmation dialog before completing any changes.
• Availability for rescheduling depends on existing appointment openings for the same Service and Instructor.

Interactive demos for managing appointment bookings are available in the Education Corner, accessible from the Office Portal’s "Welcome" screen. Full details are included in the "Appointment Bookings in the Customer Portal/Mobile App" demo.

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Accessing the Feature

1. Open the Mobile App.
2. Navigate to the ACCOUNT page.
3. Select Enrollments to view the student’s current and upcoming bookings.

From here, users can cancel or reschedule existing appointments.

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Step-by-Step Instructions

Canceling an Appointment

To cancel a scheduled appointment in the Mobile App:

1. From the ACCOUNT page, select the Enrollments link to view the student’s current and upcoming bookings.
2. Locate the appointment booking you want to cancel.
3. Select Cancel Booking.
4. A confirmation dialog will appear, warning about any applicable cancellation fees
   • Select Yes to proceed with canceling the appointment.
   • Select No to close the dialog without making any changes.

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Additional Details

• If an Appointment spans multiple dates and earlier timeslots have already been attended, the System drops the Appointment as of the last scheduled timeslot; all remaining timeslots become available for other students.
  • To cancel timeslots beginning on a different date, select View Full Schedule to display a list of dates.
• Canceling a Group Appointment as the organizer cancels the booking for all participants.
• Canceling a Group Appointment as an individual participant only cancels the Appointment slot for that particular participant, freeing up the slot so the organizer can invite someone else.

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Rescheduling an Appointment

To reschedule an appointment in the Mobile App:

1. From the ACCOUNT page, select the Enrollments link to view the student’s current and upcoming bookings.
2. Locate the appointment booking you want to reschedule.
3. Select Reschedule.
4. A confirmation dialog will appear, warning about any applicable cancellation fees.
   
   • Select Yes to continue.
   • Select No to exit without making changes.
5. Select Choose a Reschedule Date to pick a new date.
   
6. The System will default to filtering available appointments by the current date. Use the date picker to choose another date.
   • If appointments are available on the selected date, they will be listed.
   • Appointment options are limited to the same Service and Instructor as the original appointment.
7. Select the new appointment you would like to book.
8. Select Reschedule to finalize the change.

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Additional Details

• If the Appointment spans multiple dates, selecting Reschedule changes only the next meeting date.
  • To reschedule another date, choose View Full Schedule and select the desired date.
• Rescheduling a Group Appointment as the organizer reschedules the Appointment for all participants.
• Individual participants in Group Appointments cannot reschedule a timeslot. If they will be unable to attend the timeslot scheduled by the organizer, they need to cancel instead.

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Cancellation Fees

Staff can configure Appointment Cancellation Fees under SETTINGS > SETUP > APPOINTMENTS SETTINGS > General Appointments Settings:

• Charge Cancellation Fee – when enabled, a cancellation fee is charged for any canceled Appointment.
• Cancellation Fee Program – financial Program automatically assigned to cancellation fees.
• Cancellation Fee Charge Category – financial Charge Category automatically assigned to cancellation fees.
• Amount (% / $) – percentage of the Appointment cost or flat dollar amount charged as the fee.
• Charge cancellation fee for rescheduled Appointments – when enabled, a cancellation fee is applied to the original Appointment if it is rescheduled.

NOTE: For Group Appointments, only the organizer is charged the cancellation fee.

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Troubleshooting & FAQs

• Why am I being charged a cancellation fee?
  • Cancellation fees are determined by settings configured under Appointments Settings. The fee amount and conditions are displayed in the confirmation dialog before completing the action.
• Why can I not reschedule an appointment?
  • Rescheduling options are limited to available times with the same Service and Instructor. If no availability exists, rescheduling will not be possible.
• Can I reschedule a Group Appointment as a participant?
  • No. Only the organizer can reschedule. Participants must cancel their booking instead.
• What happens when I cancel part of a multi-date appointment?
  • The System cancels future timeslots after the last attended session, making remaining slots available to others.

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Related Articles

• How Do I Cancel or Reschedule an Appointment in the Office Portal?
• How Do I Cancel or Reschedule an Appointment in the Customer Portal?
• How Do I Configure the Appointments Feature for the Office Portal?
• How Do I Configure the Appointments and Filters Settings for the Customer Portal? (Other Settings)

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