Our goal is to provide quality coaching to all our coachees. No-shows, late arrivals, and cancellations inconvenience not only our coaches but our other coachees as well. Please be aware of our policy regarding missed sessions.
Appointment Cancellation
When you book your session, you are holding a space on our calendar that is no longer available to our other coachees. In order to be respectful of your fellow coachees, please contact your coach or request to reschedule, through the AceUp platform as soon as you know you will not be able to make your session.
Unless there is an unexpected emergency, please cancel at least 24 hours in advance of an appointment, otherwise you will lose access to using that session within the current month.
How to Cancel Your Appointment
If you change your mind after your session is confirmed by your coach, you can either reschedule or cancel your session. To reschedule a session: After logging into the platform, go to your dashboard and then go to “1 to 1 Coaching” by choosing the first option on the left-side menu bar. For a scheduled session or a session request, you should see a button “reschedule” on the session card. If you click reschedule all you have to do is pick a new availability that works for you. Please note! Sessions do not roll over month to month. If you do not use all of your available sessions in a month, those session do not carry over to the next month. If you cancel a session at the end of the month and need to reschedule it in the next month, that call will count towards the new month.
Late Cancellations/No-Shows
A cancellation is considered late when the session is canceled less than 24 hours before the appointed time. A no-show is when a coachee misses a session without canceling. In either case, unless there is an unexpected emergency, a cancellation of fewer than 24 hours in advance of a session, will be considered "used" and the coachee will lose access to that session in that month.
Still Need Help?
Submit a support ticket using this form and a member of the AceUp Support Team will get back to you in 1-2 business days.