Book a PT session and handle eligible cancellation

Question

A member has PT balance, books a slot, then cancels before the cutoff. What should staff do?

Steps

• Open Schedule and stay on the 1:1 Sessions tab.
• Filter date/location/trainer if needed, then click Create Session.
• Search and select the existing member, choose the PT/session category, select trainer, choose physical room or virtual link, set start/end time, and add notes.
• Use repeat only for an agreed repeat series and Force book the trainer only with approval.
• After save, open the session row with View and verify member, category, trainer, location/room, time, and booked status.
• If the member cancels before the allowed cutoff and entitlement should be restored, use Cancel and Refund Session from Session Detail with a note.

Correct outcome

The appointment exists on the same member profile, the backend consumes and restores the session balance according to policy, and the cancellation note explains the change.