Do I get paid when a session is cancelled or a client doesn't show?
Who is refunded and who is paid for every kind of cancellation and no-show, plus how package credits and refunds work.
Do I get paid when a session is cancelled or a client doesn't show?
| What happened | Client refunded | You paid |
|---|---|---|
| Client cancels 24 hours or more before | Yes, in full | No |
| Client cancels less than 24 hours before | No | Yes — your normal 80% |
| Client simply doesn't turn up | No | Yes — your normal 80% |
| You mark it "client didn't attend" | No | Yes — your normal 80% |
| You cancel, at any notice | Yes, in full | No |
The pattern: if we kept the client's money, you are paid out of it. You held the time, and a slot booked for 3pm can't be sold to anyone else at 2pm.
Marking a session "client didn't attend" costs you nothing — you are paid exactly as if you had marked it complete. You should never have to choose between being accurate and being paid.
Packages and refunds
One-time and subscription packages are non-refundable, because you already have the money.
If a client cancels a $0 session that was paid for with a package credit, the credit goes back to their package so they can rebook. No money is refunded, and you keep what you were paid.
For single sessions, if a refund is ever issued after your payout has already gone out — rare, and only through a retroactive admin refund — Stripe claws the amount back from your Stripe balance, or leaves it negative until your next payout covers it.