Late cancellations and your cancellation window

When a customer asks the agent to cancel or move a class, the agent first checks whether they are still inside your free-cancellation window. It uses the window you set in MindBody. The one thing to check in Movra is your studio's time zone (see Tips).

Where the window comes from

Each class in MindBody belongs to a program (MindBody also calls it a service category), and each program has a cancellation window. This is how long before class free cancellation closes, and you enter it in minutes. The agent reads it from MindBody when a customer asks to cancel, so it uses your current setting.

To change the window, change it in MindBody. The agent picks it up the next time a customer cancels. Movra doesn't keep its own copy, so there's nothing to update on our side.

What your customers experience

Before the cut-off: the agent cancels the class and the customer keeps their credit. It's recorded in MindBody as a normal (early) cancellation.

After the cut-off: the agent does not cancel straight away. It tells the customer that the free-cancellation window has passed and that cancelling now uses up the class credit. It may also say how long before class the window closed, for example "The studio's free-cancellation window closes 2 hours before class, and that has passed." Then it asks whether they still want to cancel.

• If they say yes, the agent records a late cancellation in MindBody, and your MindBody late-cancellation rules apply.
• If they say no, nothing changes and they stay booked.

Exactly at the cut-off counts as late. The agent uses your studio's time zone, including daylight-saving changes.

Reschedules follow the same rule. Moving a class means cancelling the original booking, so if the original class is already past its cut-off, the agent first asks the customer to accept a late cancellation. Then:

• If they have a pass with a class left that covers the new class, the agent books the new class with it.
• If nothing on their account covers the new class, the late cancellation uses up the original credit. The agent cancels the original class and tells the customer your team will follow up to rebook.

Example: a customer messages at 5:40 PM about a 7:30 PM class with a 2-hour window. The cut-off was 5:30 PM, so the agent explains that the window has closed and asks before cancelling.

When the agent hands it to your team

If the agent can't confirm your cancellation window, it cancels nothing. It hands the conversation to your team, so a person can apply the right early or late policy. This happens when:

• No window is set on the class's program in MindBody, or it's set to 0.
• The class can't be found on your MindBody schedule.
• MindBody doesn't answer when the agent looks up the class.
• Anything else stops the agent working out the cut-off, such as an unreadable class time.

The handoff works like any other: the AI pauses on that chat, your handoff phone gets a notification, and the conversation is tagged in your Inbox. See Your AI Agent for how handoffs work and how the agent comes back afterwards.

Tips

• Check your studio's time zone in Settings → General. The cut-off is worked out in that time zone, so a wrong one moves every cut-off by hours.
• Set a cancellation window on every program in MindBody. A program with no window, or a window of 0, sends cancellations for its classes to your team.
• Your late-cancellation policy lives in MindBody. What a late cancel costs the customer is decided by your MindBody settings. The agent only decides whether a cancel is early or late, and always asks the customer before making a late one. It always words a late cancel as using up the class credit. If your studio charges a fee for late cancels instead, that wording won't match your policy, and adding it to Knowledge doesn't change what the agent says at that moment.
• Put the policy in words in your Knowledge too. If customers often ask "what's your cancellation policy?", a short line such as "Free cancellation up to 2 hours before class" in Agent → Knowledge helps the agent answer before anyone tries to cancel. If you change your window in MindBody, update this line too: the agent enforces MindBody's setting, but it quotes your Knowledge text.