Cancel or change a booking

This page is for customers of businesses that take bookings with Nola. You can cancel or move your own bookings online, as long as it is not too close to the start time.

#Find your booking

1. Sign in with the account you booked with.
2. Open My bookings. You can also go to getnola.co/account.
3. Your bookings are sorted into Upcoming, Pending, Past and Cancelled, each booking under one tab. A booking still waiting for payment or for the business to confirm it is under Pending. Click a tab to find the one you want.
4. Click the booking's name to open its own page. It shows the time on the business's clock, the court or room, the address, who it is with and, when the business has a cancellation window, until when you can cancel. Add to calendar saves the booking to your calendar: Apple or Outlook calendar (.ics) downloads a calendar file that your phone or computer opens, and Google Calendar opens Google Calendar with the booking filled in.

#Cancel a booking

Booked as a guest? Open the link from your confirmation email and click Cancel booking, while free cancellation is open. See Book as a guest.

1. Find the booking and click Cancel.

2. The window Cancel this booking? opens. It first says what the business's rules mean for this booking, with times on the business's clock:

   • "Free cancellation until Tue 4 Nov, 06:00. After that, cancelling costs €7.50." while free cancellation is open.
   • "The free cancellation time ended Tue 4 Nov, 06:00." once it has closed and the business charges a late fee.
   • "Free cancellation any time before the start." when the business has no cancellation window.

   If you paid for the booking, it then says how much you get back, for example "You get €20.00 back." If a late cancellation fee applies, it says how much of it is kept or charged. If you booked with a visit from your pack or membership, it says whether the visit goes back or is used up. When the business doesn't allow late cancellations and the free time has ended, the window says so and Cancel booking is greyed out: contact the business.

3. Click Cancel booking to confirm, or Keep booking to go back.

The booking moves to Cancelled and the business is told straight away. You can also open a booking and use the Cancel booking button on its own page. When you cancel a class, your place goes to the next person on its waitlist. Your class waitlists and weekly classes are under Account → Classes, see Book a class.

#Cancellation rules

Each business sets its own rules. When you book, the booking page shows them, for example "Free cancellation up to 24 hours before the start.", and the payment step and the cancel window show the exact time for your booking.

#Getting your money back

If you already paid for the booking, cancelling it gives the money back the way you paid:

• A card payment goes back to your card. Your bank can take a few days to show it.
• A bank payment goes back to the account you paid from.
• Money from your wallet, and a payment you made at the business (cash or card terminal), goes to your wallet with that business.

If you cancel late and the business charges a late cancellation fee, the fee is kept from your money and you get the rest back. If you hadn't paid yet, the fee is charged instead. If a refund can't be sent automatically, the business is told to give it back to you.

If you cancel while an online payment for the booking is still open, the payment is stopped and a cancelled booking can't be paid any more. If your money goes through anyway, the booking stays cancelled and the business is told to give the money back. Contact them if you don't get it.

If the booking used a visit from your pack, or from a membership with a set number of visits, cancelling before the free cancellation window closes gives the visit back. A late cancellation uses the visit up. The cancel window tells you which before you confirm, for example "The visit goes back to your pack (10 visits)." or "Cancelling now uses up this visit from your pack (10 visits)." See Join and manage your membership.

#Move a booking to another time

1. Find the booking and click Reschedule.
2. The booking page opens for the same service. A note at the top says which booking you are moving, for example "Moving: Strength on Wed 4 Nov, 18:00", and that your current booking stays until you cancel it in My bookings. Changed your mind? Click Cancel move to go back to My bookings with nothing changed.
3. Pick a new time and complete the booking as usual.
4. Go back to My bookings and cancel the old booking.

#Skip one week of a standing booking

If you have a weekly slot, it is listed under My standing bookings. When the business allows it, you see Release this week. Click it to give up only the next session. Your weekly slot stays in place for the following weeks. Releasing a week has no cancellation fee, and if your wallet paid for that week, the money goes back to it. A week that has already started or passed cannot be released.

#Pay for a booking later

Bookings that still need payment show a Pay now button in My bookings. See Pay with your wallet or a pass.

#If you cannot cancel

• Completed and already cancelled bookings cannot be cancelled. Neither can a booking that has already started or one marked as a no-show.
• If you booked for someone else, only the account that made the booking can cancel it.
• For anything else, such as moving a booking inside the cancellation window, contact the business directly. Only they can change it for you.

#Related

• How to book
• Pay with your wallet or a pass