1:1 Sessions

Handle reschedules, cancellations and refunds

Set your policy, move or cancel a booking, and refund a client when plans change.

Plans change. This page covers what clients can do on their own, what you can do from a booking, and how money is returned.

When to use this

  • You're setting your rescheduling and refund policy for a session.
  • A client asks to move or cancel.
  • You need to cancel a session yourself.

Set your policy

Rescheduling

Open the session type and click Settings. Allow Rescheduling ("Allow customers to reschedule their booked sessions") is on by default. Set Minimum Reschedule Notice (hours), for example 24: "Customers cannot reschedule within this many hours of the session start. Set to 0 for no restriction." Click Update.

Refunds

In the left column under the price, Refund policy shows your portal default from Settings → Refund Policy. To use different terms for this session, click Create override, set Allow refunds, add Policy text (shown to customers), and click Save override. See Refunds.

Say it on the page

Add a line to the session description, such as "Reschedule free up to 24 hours before. Cancellations within 24 hours are non-refundable."

Reschedule a booking yourself

  1. Open the booking from View All Bookings or the session's Bookings tab.
  2. Click Reschedule (for pending bookings it's in the … menu).
  3. The Reschedule Session dialog shows the Current time. Pick a new date and time and click Reschedule.

Only sessions that haven't started yet can be rescheduled, and only into open times.

Cancel a booking

  1. Open the booking.
  2. Click Cancel Session (confirmed), Cancel (pending) or Cancel Booking (unpaid).
  3. Confirm with Confirm Cancellation.

Cancelling frees the time slot, removes the meeting and calendar event, releases any room or equipment, and notifies the client. It can't be undone.

Cancelling does not refund. The money stays with you until you refund it. If the client should get their money back, do the next step.

Refund a cancelled booking

  1. Open the cancelled booking. It says "This booking has been cancelled and is no longer active."
  2. Click Issue Refund.
  3. Enter the amount (full or partial) and confirm.

The booking moves to Refunded. You can also refund from Business → Payouts & Transactions. See Refunds for messages you might see.

When the client cancels or asks for a refund

  • Clients can Cancel booking from their booking page. The booking shows Cancelled in your dashboard.
  • After cancelling, they can click Request a refund and give a reason. Soul emails you the request.
  • You decide. To refund, open the booking and click Issue Refund.

Unpaid bookings

An Unpaid booking ("Payment Required") means checkout was started but not finished. The client sees Payment pending with Finish Payment, or Book Again once the hold on the time runs out. You can Cancel Booking to free the slot.

Tips

  • A short notice window protects your time without frustrating people. 24 hours is common.
  • Offer a reschedule before a refund. Most clients just need a different time.
  • Check bundles carefully. A bundle booking holds several sessions. Rescheduling moves one session; cancelling cancels the booking.

What your members see

On their booking page (View Booking Details on the session page, or the session in their Activity calendar), upcoming sessions show Reschedule (when you allow it and they're outside your notice window) and Cancel booking. Before cancelling they're asked "Cancel this booking?". A cancelled paid booking shows Request a refund when your refund policy allows it. Once they send it, the page reads "Your refund request has been sent.", then Refunded once you refund it.