Rescheduling a Session

Rescheduling a Session

Either side can move a session, but they do it in different ways, and there is a time rule that applies to clients.

If you are the client

1. Open the booking under Bookings.
2. Click Reschedule.
3. Pick a new time from the provider's available slots.
4. Confirm.

You will receive an updated email with a fresh calendar invite, and the old calendar event is removed.

The 24-hour rule. You can reschedule free up to 24 hours before the session starts. Inside 24 hours it is blocked, and the only option is to cancel — which, that close to the session, does not carry a refund.

One exception. If your provider has asked you to move the session, the 24-hour rule does not apply to you, and the link still works even if the original time has already gone by. The rule exists to protect providers from last-minute changes, and it does not apply when the provider is the one asking.

If you are the provider

You have two options, and which one you want depends on whether you have already spoken to your client.

Move this session — use this when you have already agreed a new time with them, on the phone or in messages. Pick the new time, tick the box confirming you have agreed it, and optionally add a short note that your client will see. The session moves immediately and your client is emailed and notified.

You are asked to confirm because moving a session is normally the client's decision. Ticking that box is you saying you have their agreement, and your client sees that you said it.

Ask your client to pick a new time — use this when you have a conflict and they should choose. Nothing changes until they act.

You can also move a session whose time has already passed — a client who did not turn up, for example — as long as it is within 30 days and you have not already been paid for it. Once your payout has gone out, the session can only be cancelled.

What happens while you are waiting for a client to choose

If you asked your client to pick a new time, the session is held until they do.

• You are not paid yet. Your payouts page will show "On hold — awaiting reschedule" for that session instead of a date. The money is not lost; it is released once the session is rebooked.
• We chase your client three times over the following month.
• We stop sending reminders about the old time, so nobody is told to attend a session you have asked to move.

If your plans change and you no longer need to move it, use Never mind — keep the original time. Your client is told, and everything goes back to normal. If the session simply goes ahead, marking it complete does the same thing.

If your client never picks a new time, after 30 days the session is closed and treated as a late cancellation: the fee stands and you are paid your usual share. We only do this after three reminders, each telling your client the date by which they need to choose.

What changes after a reschedule

• The old calendar event is removed and a new one created.
• The client receives a new calendar invite by email.
• A note is posted in your message thread showing the old and new times.
• The booking records who moved it and when, and you can both see that history on the booking.

Can a reschedule be undone?

Not as a single action — each move is its own change. If you want the original time back, move it again to that time, assuming the slot is still free.

If a session was moved and you do not think you agreed to it, reply in your messages on the booking. The change is posted there with an invitation to correct it, and the booking's history shows exactly what was recorded.