If the missed session is a no-show and you don't or can't reschedule it for the same month, you will still be paid the full rate for the missed session and the client will lose that session (there are no roll-overs into the next month).
Cancellation Policy
All AceUp clients are held to the following cancellation policy, "Unless there is an unexpected emergency, please cancel at least 24 hours in advance of an appointment, otherwise, the session will be fully charged." All Coaches must adhere to the AU cancelation policy and thus can not edit their profile to reflect a different cancellation policy. See full details here.
If your client fails to show up to a call, we ask that you wait 15 minutes before moving on to something else.
Rescheduling the missed session
Please always make an attempt/offer to reschedule in the same month. This has proven to boost engagement with clients (some of whom were called away at the last minute by a supervisor and really appreciate our understanding).
Payment
If the missed session is a no-show and you don't or can't reschedule it for the same month, you will still be paid the full rate for the missed session and the client will lose that session (there are no roll-overs into the next month).
Whether they make the makeup session or not, you get paid in full. If they don't take advantage of the offer to reschedule in the same month, log the session "client didn't show up" on the AceUp platform.
Please note: Sessions do not roll over month to month. If a client does not use all of their available sessions in a month, those session do not carry over to the next month. If a client cancels at the end of the month and needs to reschedule the session in the next month, that session counts towards the new month.