What happens in case of a no-show or late cancellation?

When you book a class, the spot is reserved just for you. Our policy helps make sure that all our members have a fair chance to book and attend activities, and it supports our partners by encouraging attendance.

đź’ˇYour first late cancellation or no-show in a calendar month serves as a friendly reminder. You'll get an email, but your booking ability won't be affected.

After a second one in the same calendar month, your ability to book new classes is put on-hold, and any upcoming classes for that month are canceled.

What counts as a late cancellation or no-show?
  • Late cancellation: This happens when you cancel a booked class after the partner's cancellation window has passed.
  • No-show: This happens when you don't attend a booked class or attend without checking in through the Wellhub app.
    ⚠️ Checking in directly with the gym or studio doesn’t count as your Wellhub check-in.

In both cases, the booking uses up your daily check-in.

How can a primary account holder unblock bookings?

If you're the primary account holder, you can pay a fee to resume your ability to book classes:

  1. Open the Wellhub app and go to the Checkin.png Check-in tab.
  2. Under the Bookings section, tap on Learn more. A screen will appear with the option to pay the fee.
  3. Select Resume and choose an accepted payment method (Credit Card, Debit Card, or Apple Pay).
    ⚠️ Payroll isn't supported for this fee, so you'll need to use one of the accepted payment methods.
  4. Once your payment is successful, you're all set! You can start booking classes right away.

Good to know:

  • Paying this fee unblocks your bookings. However, if you have other late cancellation or no-shows, your bookings will be paused again, and you will have the option to pay the fee another time.
  • The fee is only for resuming your bookings and doesn’t apply to your main subscription.
  • You can see a record of any fees paid in your Billing History.
How can a family member unblock bookings?

The option to pay a fee is not yet available for family members. If you are a family member, your access will automatically reset on the 1st of the following month.

What can you still do if your bookings are on-hold?

If you choose not to pay the fee (or if you are a Family Member), you can still explore other options included in your Wellhub plan while your bookings are on-hold. You can:

  • Check in at gyms and studios that don't require a booking (starting the day after the block).
  • Explore thousands of our Partner Apps for fitness and wellbeing.

Your ability to book classes will automatically reset on the 1st of the following calendar month. For example, if your bookings were put on-hold in May, you'll be able to book new classes on June 1st.

How can you avoid this in the future?
  • Always check in: Use the Wellhub app to check in for every class you attend, even if you’ve also checked in through the gym or studio’s app.
  • You have extra time: You can check in for a class up to 30 minutes after it ends, which can help if you forget or have connection issues right at the start.
  • Enable notifications: Turn on Wellhub app notifications in your phone settings. We'll send you reminders before your class starts.
  • Mind the cancellation window: Always check the partner's cancellation policy on the booking screen. If you cancel on time, your check-in is freed up to use on another activity that day.
What if there was an app issue or the partner cancelled?

We understand that sometimes things go wrong. This process is for exceptional cases where an issue with the app or the partner caused the late cancellation or no-show.

We can only reverse it in specific situations, such as:

  • You attended the class but an app error prevented you from checking in.
  • The partner canceled the class last minute or didn't show up.

If this happens, please contact our team and provide a screenshot of the error or other documentation so we can review your request.

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