Not checking in through the Wellhub app, or canceling a booked class outside the partner's allowed window, will count as a used check-in.
If you cancel a booked class late or don't check in using the Wellhub app, you'll be notified by email. Your first late cancellation or no-show in a calendar month won't block your upcoming classes or booking capacity.
If you have a second late cancellation or no-show within the same calendar month, you won't be able to book new classes for the current month, and your upcoming bookings will be canceled. You'll still be able to check in at locations that allow walk-ins (starting the next day) and use our Partner Apps.
Tip
To avoid having new bookings blocked, always check in using the Wellhub app whenever you attend a class. If you need to cancel, it's important to do so before the cancellation window ends.
💡 Enable Wellhub app notifications on your phone to receive alerts for booked classes so you don't forget to check in.
- Late cancellation: This happens if you cancel a booked class after the partner's allowed cancellation window.💡 If you accidentally book a class and cancel it within a few minutes, it might still be recorded as a late cancellation if it was past that specific partner's deadline.
- No-show: Not attending a booked class or participating without checking in through the Wellhub app.
If you reach the limit of late cancellations or no-shows in the same calendar month:
- Your check-in for the day is counted, and you can’t use that check-in on this day.
- You won't be able to book new classes during the calendar month.
- All your upcoming class bookings for the calendar month will be automatically canceled.
If you're blocked from booking new classes this month, you can still:
- Make a daily check-in (from the day after the block onwards) at gyms that don't require advance booking.
- Use our Partner Apps included in your plan.
You'll be able to book classes again on the 1st of the following calendar month after the late cancellation and no-show restriction ends.
💡 For example, if your booking ability was restricted in May, you'll be able to book new classes starting June 1st.
- Always check in with the Wellhub app: You must always check in through the Wellhub app for all booked classes.
- Pay attention to the allowed cancellation window: The deadline to cancel a class can vary by partner. Understand where to find this information.
- Check booking details: Before confirming any booking, carefully review the date, time, and location to avoid mistakes.
- Check-in Reminders: To help you remember, you'll receive a notification from the Wellhub app when your class is about to start. Enable notification permission for the Wellhub app in your phone's settings so you don't miss them.
- Late cancellation warnings: If you're trying to cancel a class after the allowed cancellation window, the Wellhub app will show a warning in the app.
It's only possible to request a reversal of a block due to a late cancellation or no-show in case of:
- Attending the class but facing errors in the Wellhub app when trying to check in or cancel the booking.
- The partner didn't cancel the class, canceled it late, or didn't show up.
In both scenarios, you need to contact our team to request an exception, sending a screenshot of the error or an email as support documentation of the attempt to check in or cancel within the deadline.
If the exception isn't granted, you can still use Partner Apps or check in at gyms, studios, or wellbeing services that don't require booking, starting the day after the block.
Our policy aims to be fair to all members and partners. It helps keep class schedules accurate, allows other users to book available spots, and supports our partners by encouraging attendance for booked classes.
💡 Remember, if you cancel within the class's cancellation period, you can still use that check-in for another activity that day.
Important note
If you attended a booked class but had issues with the Wellhub app when trying to check in, or if the partner didn't show up, please contact our team.
💡 Remember to record or take a screenshot of your check-in or cancellation attempt before contacting the support.
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