Get your business settings just right!
From business details and locations to forms and waivers - discover how to customise every key setting in Kenko CRM with ease.
## Browse Collection 1. [How to update business and location settings](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/bzNok34PIQM-how-to-update-business-and-location-settings.md) (Video) 2. [How to update payment and invoice settings](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/Mdwgr7dLAlw-how-to-update-payment-and-invoice-settings.md) (Video) 3. [How to update global class settings](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/UgDEoxa13yw-how-to-update-global-class-settings.md) (Video) 4. [How to update global appointment settings](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/fRckcBSyYVA-how-to-update-global-appointment-settings.md) (Video) 5. [How to update global course settings](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/Iu7WnYeBiXA-how-to-update-global-course-settings.md) (Video) 6. [How to set up cancellation & no-show policy](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy.md) (Video) 7. [How to set up taxes](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/5ifdk9RQuZU-how-to-set-up-taxes.md) (Video) 8. [How to set up waiver and agreements](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/ISFoPTArnis-how-to-set-up-waiver-and-agreements.md) (Video) 9. [How to auto-add contacts across all locations](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/OQRTndoeE90-how-to-auto-add-contacts-across-all-locations.md) (Video) 10. [How to enable customer gender and pronouns options](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/J9adU2wuWgc-how-to-enable-customer-gender-and-pronouns-options.md) (Video) 11. [How to customise customer sign up form](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/w7ibsiRBnKQ-how-to-customise-customer-sign-up-form.md) (Video) 12. [How to create customer tags](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/7ASaq4TpOXU-how-to-create-customer-tags.md) (Video) 13. [How to create lead stages and lead sources](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/XxuJ22OBFTI-how-to-create-lead-stages-and-lead-sources.md) (Video) 14. [How to manage staff roles and privileges](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/tUiaiqi2ScM-how-to-manage-staff-roles-and-privileges.md) (Video) 15. [Creating Shareable and Embedded Forms on Bookee](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/nxpaw0gh6aQ-creating-shareable-and-embedded-forms-on-bookee.md) (Video) 16. [Creating an Automated Activity-Based Form on Kenko](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/dGNFdswFYmc-creating-an-automated-activity-based-form-on-kenko.md) (Video) 17. [Customizing App and Website Settings: Design, Credits, Labels, and Embedding](https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/0ERJFPL6MJI-customizing-app-and-website-settings-design-credits-labels-and-embedding.md) (Video) --- # VIDEO: How to set up cancellation & no-show policy ## METADATA - id: 558w5S5cJkp3ZSagsMpGYQ - type: video - source: Kenko - content_url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy - collection_url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings ## TRANSCRIPT - time: 00:00 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=0 text: Before you create any classes or appointments on Kenko, it's extremely important to set up your cancellation and no-show - time: 00:06 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=6 text: policy. - time: 00:07 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=7 text: This ensures your rules are clear, consistent, and automatically enforced. - time: 00:12 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=12 text: To get started, head to General Settings. - time: 00:16 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=16 text: Bookings. - time: 00:18 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=18 text: Here, under the Cancellation and No-Show Policy section, click on Create New Policy - time: 00:23 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=23 text: and give your policy a name. - time: 00:27 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=27 text: The first tab covers your cancellation rules. - time: 00:30 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=30 text: Here, you'll see two main options. No cancellation fees at all. - time: 00:35 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=35 text: Choose this if you never want to charge customers for canceling. - time: 00:39 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=39 text: Or free cancellation until X hours or minutes before the session. - time: 00:46 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=46 text: For example, if you set two hours, customers who cancel more than two hours before the class or appointment start time won't - time: 00:52 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=52 text: be charged. - time: 00:54 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=54 text: Next, define what fee to charge if customers cancel within two hours of session start time. - time: 00:59 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=59 text: This depends on how the customer booked. - time: 01:02 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=62 text: If they used an unlimited membership, credits can't be deducted so you can define a flat cancellation fee amount. - time: 01:09 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=69 text: Let's say ten dollars. - time: 01:13 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=73 text: If they used a limited credit membership, you can choose between three options, - time: 01:17 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=77 text: deducting the booking credit. - time: 01:21 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=81 text: Charging a fee amount say ten dollars - time: 01:24 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=84 text: or charging both the booking credit and a fee. - time: 01:28 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=88 text: If they booked using QuickPay, you have three options. - time: 01:32 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=92 text: Charge the full booking amount. - time: 01:35 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=95 text: Refund the booking amount and charge a flat cancellation fee - time: 01:40 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=100 text: or refund the booking amount and charge a percentage of the booking amount as the fee. - time: 01:48 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=108 text: The No-Show tab works the same way as cancellations. - time: 01:54 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=114 text: You can choose not to charge anything. - time: 01:58 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=118 text: Or apply a no show fee with the exact same options available under cancellation rules. - time: 02:04 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=124 text: Important note: A no-show is determined after attendance submission. - time: 02:08 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=128 text: If a customer is checked in when attendance is submitted, it is counted as attended. - time: 02:13 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=133 text: If they are not checked in when attendance is submitted, it is counted as a no-show and the applicable no-show fee will be applied based - time: 02:19 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=139 text: on these settings. - time: 02:21 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=141 text: Finally, click on the next tab to add a policy description. - time: 02:28 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=148 text: This appears to customers so they fully understand your cancellation and no show terms when booking. - time: 02:34 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=154 text: Once you're happy with all settings, click add policy to save. - time: 02:38 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=158 text: You can create multiple policies, for example, stricter rules for private sessions or softer rules for group classes. - time: 02:46 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=166 text: When creating each class and appointment, simply choose the correct policy from the drop down. - time: 02:51 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=171 text: Kenko will automatically charge fees based on your settings and the customer's booking method. - time: 02:56 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=176 text: And that's it. - time: 02:58 url: https://bookee.portal.trainn.co/ItJXmnDErRg-general-settings/IO4DDRFzeAw-how-to-set-up-cancellation-no-show-policy?start_time=178 text: Your cancellation and no show policies are now fully set up and ready to apply across your studio. ## SUMMARY # Setting Up Cancellation and No-Show Policies on Kenko Before creating any classes or appointments on Kenko, it's crucial to establish your cancellation and no-show policy. This ensures that your rules are clear, consistent, and automatically enforced. ## Steps to Set Up Your Policy 1. **Access General Settings:** - Navigate to **General Settings** and select **Bookings**. 2. **Create a New Policy:** - Under the **Cancellation and No-Show Policy** section, click on **Create New Policy**. - Give your policy a name. 3. **Define Cancellation Rules:** - Choose between: - No cancellation fees at all. - Free cancellation until X hours or minutes before the session. - Set a fee for cancellations within a specific time frame (e.g., within 2 hours of the session start time). - Define fees based on the customer's booking method: - **Unlimited Membership:** Define a flat cancellation fee (e.g., $10). - **Limited Credit Membership:** Choose between deducting the booking credit, charging a fee, or both. - **QuickPay:** Options include charging the full booking amount, refunding the booking amount and charging a flat fee, or charging a percentage of the booking amount. 4. **Set No-Show Rules:** - Choose whether to charge a no-show fee or not. - Apply the same options available under cancellation rules. - Note: A no-show is determined after attendance submission. 5. **Add a Policy Description:** - This description will appear to customers, ensuring they understand your terms when booking. 6. **Save and Apply Your Policy:** - Once satisfied with the settings, click **Add Policy** to save. - Create multiple policies for different session types, if needed. - Select the appropriate policy from the drop-down when creating classes and appointments. With these steps, your cancellation and no-show policies are fully set up and ready to be applied across your studio.