Business policy settings

This article describes all the settings available on the Business Policies page. For more information about business policies, see Business policies.

In this article:

    Booking

    SettingDescription
    Clients must book a minimum of [number] [duration] before the start time of a session.The minimum amount of time before the start of a session that a client can book the session. For example, if the value is set to 12 hours and it is 7:00 a.m., and the class your client wants to book starts at 5:00 p.m., the client can’t book the class. Changing this setting won’t affect clients who have already booked a session.
    Clients can book a maximum of [number] [duration] before the start time of a session.The maximum amount of time before the start of a session that a client can book a session. For example, if the value is set to three months and it’s currently July, your client can’t book a class for November of that year. Changing this setting won’t affect clients who have already booked a session.

    NoteThis business policy can affect events that require clients to book all sessions at once. If you require clients to book all sessions of an event at once, the sessions must occur within the time frame specified here. Otherwise, clients won’t be able to book the entire event. For example, if you set this policy to a maximum of one week and create an event that lasts two weeks and requires clients to book all sessions at once, no clients will be able to book that event. To allow clients to book that event, you must set the policy to at least two weeks.
    Clients can only book sessions within their current paid periodWhen this option is set to ON, clients can only book sessions within the duration of time the applicable Purchase Option is active and within fully paid future payment periods.

    This setting doesn’t affect staff members with the Book clients outside their current paid period staff role permission.

    Disable booking for client with a negative balanceWhen this option is set to ON, clients who owe money to your business won’t be allowed to book sessions. Clients who have already booked sessions with a negative balance will remain in their booked sessions, but they won’t be able to book any more sessions until their balance becomes positive.
    Enable client recurring bookingWhen this option is set to ON, clients can book their own recurring appointments and recurring classes from the Client Web App. Changing this setting won’t affect clients who have already booked recurring sessions.

    Note When no end date is selected, the system books six months of recurring appointments. After one month, and every month thereafter, the system books another month of appointments to maintain six months of bookings for the client. For example, if on January 1, you book a weekly recurring appointment with no end date, the system will automatically book appointments from January 1 to June 30. On February 1, the system will automatically book appointments for the month of July, and the process will continue to repeat at the beginning of each new month.

    Note The business policies in effect at the time of the original booking are used for all recurring bookings, even if the policies are changed at a later date.
    Clients must sign in to book an appointmentWhen this option is set to ON, clients are prompted to sign in when they click Appointments under the Book Now tab on the Client Web App.

    NoteWhen this option is set to OFF, appointment restrictions (like requirements for client age or client type) are displayed under the appointment duration or in the expanded appointment description when the client is selecting a service.
    Restrict clients from booking or making purchases if they have unsigned contractsWhen this option is set to ON, clients can’t use a Purchase Option that has a contract to book a service or make purchases, unless they’ve signed that contract. Setting this option to ON won’t affect clients who already own Purchase Options with contracts.

    When this option is set to OFF, clients can’t use a Purchase Option that has a contract unless they’ve signed the contract, but staff members can use the Purchase Option to book a service or make purchases for the client.

    Allow clients to select a date and time, then the available assetWhen this option is set to ON, clients will be prompted to select a date and time before selecting the asset when booking a standalone asset from the Client Web App.

    When this option is set to OFF, clients will be prompted to select an asset before selecting the date and time when booking a standalone asset from the Client Web App. By default, this option is set to OFF.

    Note This setting will only affect the asset booking flow in the Client Web App. Staff members who are booking an asset on behalf of clients from the staff backend will continue using the default booking flow, which is choosing the asset before the date and time.

    Cancellation

    SettingDescription
    Allow clients to cancelDetermines whether clients can cancel their service bookings.

    If this option is set to ON, you can set the amount of time before a booked service that a client can cancel without incurring a penalty by adjusting the Clients must cancel a minimum of [number] [duration] before a session to avoid incurring a penalty setting.

    If this option is set to OFF, clients can’t cancel their bookings from the Client Web App or the Achieve Client App. Be sure to remove all instances of the [ButtonCancel] email variable from any templates that include it. If the variable isn’t removed, when clients click the button, they’ll be directed to a page that informs them that your business doesn’t permit canceling reservations online and prompts the client to call your business directly.

    Require clients to sign in when they are canceling or confirming a sessionDetermines whether clients are required to sign in to their account with your business when they click the cancellation or confirmation buttons in an email notification.

    NoteThe sign-in screen that clients are directed to when they click the cancellation or confirmation buttons in an email notification can be used by either clients or staff members to sign in to their WellnessLiving account.
    Clients must cancel a minimum of [number] [duration] before a session to avoid incurring a penalty.This option appears when you have set the Allow clients to cancel option to ON.

    The minimum amount of time before a booked session that a client can cancel without incurring a penalty. For example, if the value is set to 24 hours and your client has a class on Tuesday at 4:00 p.m., the client must cancel before Monday at 4:00 p.m. of the same week to avoid incurring a penalty. Changing this setting won’t affect clients who have already canceled a session.

    Note The setting Enable a grace period of [number] [duration] after booking to cancel the session without penalty takes precedence over this setting.

    For example, if you have enabled a grace period of two days after booking and have the setting Clients must cancel a minimum of 1 week before session to avoid incurring a penalty, a client can book a session three days before it’s scheduled to take place and cancel it on the same day without incurring a penalty.

    NoteWhen you change the settings for this policy, your changes will only be applied to sessions that are booked moving forward. Sessions that were booked before your changes will be affected by the previous policy settings.
    Auto-cancel prospects up to [number] [duration] before a session.The amount of time before a prospective client is automatically removed from a session that was booked through a promotional or third-party website that’s integrated with WellnessLiving’s class schedule, such as ClassPass or Gympass.  This setting allows your business to accommodate your existing clients who are trying to book the session. Changing this setting won’t affect prospective clients who have already booked a session.
    Enable a grace period of [number] [duration] after booking to cancel the session without penaltyWhen this option is set to ON, clients can book a class, appointment, event, or Book-a-Spot asset and cancel it within the grace period without incurring any penalties. Changing this setting won’t affect clients who already canceled a session within the previously set grace period. However, refunds won’t be issued to clients who were charged for canceling after the previously set grace period.
    If clients with [client type] client type(s) have [number] [No Show/Late Cancel] in [number] [duration] [action] [%/$] [number]
    Example: If clients with [Active Pass Holder, Active Member] client type(s) have [5] [No Shows Only] in [1] [month] [Charge Them] [$][20]
    When this option is set to ON, you can set the maximum number of no-shows and/or late cancels that clients with specific client types can accrue during the set amount of time before their account is either charged for the set amount or flagged.

    You can configure one penalty to apply to all client types, or you can click the Add button to create different penalties to apply to different client types. You can only apply one no-show penalty and one late cancel penalty to each client type.

    • Changing this setting will cause clients who meet the new criteria to be charged if they weren’t charged previously.
      • If the maximum number of allowable no-shows or late cancels is lowered, clients with no-shows or late cancels exceeding the new maximum number will be charged.
      • If the client type(s) for a penalty are changed, clients with the new client type who exceed the allowable no-shows or late cancels will be charged.
    • Refunds aren’t automatically issued to clients when the setting is changed and clients who were previously charged don’t meet the new criteria.
    • If the client type of a client is updated and a different penalty now applies to them, previous late cancels or no-shows aren’t counted towards the maximum number of no-shows or late cancels for the new penalty.
    • If a cancellation is made through ClassPass and your cancellation policies in ClassPass don’t match your business policies in WellnessLiving, the settings in ClassPass will be applied. For more information, see Troubleshooting: Late cancel policies incorrectly applied to customers canceling though ClassPass.

    Wait List

    SettingDescription
    Enable Wait List / Disable Wait ListDetermines whether clients can join a wait list for an event, class, appointment, or asset that is fully booked. Changing this setting won’t affect clients who are already on a wait list.

    After enabling the wait list, you can select which services are permitted to have a wait list. Under ENABLE WAIT LIST FOR, select the checkbox beside the service you would like to have a wait list enabled.

    Enable Automatic Wait List Promotion – Up to [number] [duration] before the session start time / Require client confirmation to be promoted from the Wait List – Client must confirm within [number] [duration]Determines whether clients will be promoted from a wait list automatically. This option is only available when Enable Wait List is selected.

    If Enable Automatic Wait List Promotion is selected, the client will be automatically promoted from the wait list to the attendance list for a session if another client cancels their booking within the set time.

    For example, if Enable Automatic Wait List Promotion is selected and set to 48 hours and a client cancels their booking 49 hours before the session begins, the first client on the wait list for that session will automatically be promoted to the attendance list.

    If Require client confirmation to be promoted from the Wait List is selected, the client who has been on the wait list the longest will receive the Class Wait List Promotion (Client Confirmation Required) email when a spot becomes available, and their information will appear in the Wait for Confirm List section under the attendance list. The client must click the button provided in the email to confirm their booking and move to the attendance list.

    If the client doesn’t confirm their promotion from the wait list within the given amount of time, the next client on the wait list will be sent a Class Wait List Promotion (Client Confirmation Required) email.

    For example, if Require client confirmation to be promoted from the Wait List is set to 2 hours, but the first client on the wait list doesn’t confirm within two hours of receiving the Class Wait List Promotion (Client Confirmation Required) email, the next client on the wait list will be sent the email.

    Limit the maximum number of clients on Wait List to [number]Determines whether the wait list will be capped at a maximum number of clients. This option is only available when Enable Wait List is selected.

    When this option is set to ON, there will be a limit on the maximum number of clients permitted to join the associated service’s wait list. Specify the maximum number of clients permitted to join the wait list in the adjacent field. When this option is set to OFF, there will be no limit on the number of clients permitted to join the wait list.

    Attendance Tracking

    SettingDescription
    After an in-person service is finished, mark client as [status]Select the attendance status that should be automatically assigned to clients after an in-person session is finished. Your choices are:

    • Checked-in – Treat all clients as if they checked in to the service. This requires the instructor to manually change the status of those who didn’t show up to No-show.
    • No-show – Treat all clients as if they didn’t show up for the service. This requires the instructor to manually change the status of those who attended to Checked-in.
    • Pending – Treat all clients as pending. This requires the instructor to change the status of each client who attended to Check-in, and each client who didn’t show up to No Show.
    Mark clients as checked-in when they join a virtual session via the join linkIf this option is set to ON, the attendance status of clients who join a virtual service through the virtual service link provided in their service notifications will be automatically set to Checked-in when their session ends on WellnessLiving. If a client joins the virtual session through another method or doesn’t join the virtual service, their attendance status will be automatically set to No-show when their session ends on WellnessLiving.

    NoteAutomatic attendance tracking requires staff members to start virtual services from within WellnessLiving. For more information, see hosting a virtual service.

    If this option is set to OFF, the After a virtual service is finished, mark client as [status] option will appear. Select a status from the list that should be automatically assigned to clients after a virtual session is finished. Your choices are:

    • Checked-in – Treat all clients as if they checked in to the service. This requires the instructor to manually change the status of those who didn’t show up to No-show.
    • No-show – Treat all clients as if they didn’t show up for the service. This requires the instructor to manually change the status of those who attended to Checked-in.
    • Pending – Treat all clients as pending. This requires the instructor to change the status of each client who attended to Checked-in, and each client who didn’t show up to No-show.

    Time Zone

    SettingDescription
    Allow clients to adjust time zoneDetermines whether clients can adjust their time zone. If this setting is enabled, Time zone will be a required field within every client profile. By default, this field will be automatically filled out in each client’s profile based on their home location.

    NoteIf the Time zone is changed within a client’s profile, the class schedule within the Client Web App, Custom Schedule Widget, and standard schedule widget will reflect this change. If the user isn’t signed in, the class schedule within the schedule widgets and the Client Web App will be displayed using the time zone in the client’s browser. If the client’s browser location isn’t available, the class schedule will be displayed using your business’s time zone.

    Each service under a client’s attendance history and upcoming schedule will also be displayed using their selected time zone.

    Security

    SettingDescription
    Staff members are logged out after [number] minutes of inactivityWhen a staff member has been inactive for this amount of time, they will be automatically signed out of the system and returned to the sign-in page. The value must be between 2 and 720 minutes.
    Restrict staff member login by IP Address.When this option is set to ON, staff members can only sign in from preapproved IP addresses.

    If IP restrictions are enabled, staff members will no longer be able to sign in to the Elevate Staff App.

    If IP restrictions are enabled, staff members signing in to WellnessLiving from an IP address that isn’t preapproved will be automatically signed in to the Client Web App through their client profile. If the staff member tries to sign in as a staff member, an error message will notify them they aren’t signing in from an approved IP address.

    Allow clients to log in and edit related profiles of the selected relationship type(s)When this option is set to ON, clients can log in to the profile of any related clients linked to them as a family member. You can also select which types of relationships this applies to.

    • By default, this setting is set to ON with all the relationship types selected for existing businesses and with the Child, Parent, Sibling, and Spouse relationship types selected for new businesses.
    • Once the relationship type field has been modified and the setting is turned off and back on, the relationship types selected will default to Child, Parent, Sibling, and Spouse.

    When this option is set to OFF, clients can’t log in to the profile of any clients linked to them as a family member. The following restrictions also apply:

    • Clients can only view the Overview and Profile Details page of their family member’s profile.
      • On the Profile Details page, clients can only view the relationship type, profile image, first name, last name, and email of their family member’s profile. If the client is set to pay for the family member, their name will be displayed in the payee field, which is non-editable.
    • Clients can’t edit the family member’s profile.
    • Clients can’t view alerts relating to the family member’s profile.

    Automatic Payments

    SettingDescription
    Reattempt failed auto-payments [number] times before charging the client’s account balanceSet the number of reattempts to process the failed auto-payment. The reattempts occur once every two days.

    NoteIf a client makes a manual payment for a failed auto-payment, the auto-payment won’t be reattempted. Staff members can check the amount owed for a failed payment by viewing the payment schedule for the client’s Purchase Option.

    NoteCanceling a Purchase Option won’t stop an auto-payment from being reattempted if the failed payment occurred before the cancellation.

    [CAUTION]If a credit card is deleted, the ensuing auto-payment reattempt will automatically be applied to a client’s account balance.

    Charge [number of dollars] to client’s account balance after final failed payment attemptA fixed-rate charge that will be charged to the client’s account following the final payment attempt. The charge will be customized to what is specified in this setting and processed after the final payment attempt has failed.

    This option is only available when Reattempt failed auto-payments is set to ON.

    Sign In Options

    SettingDescription
    Google Sign inTo allow staff members and clients to sign up and sign in to your business using their Google account, set this option to ON.

    If you set this option to OFF, clients or staff members that have already registered with your business using their Google account must click Forgot password? on the sign-in screen to reset their credentials.

    NoteIf a client signs up using their Google account, a client profile will be created for them even if the client didn’t enter the required information at registration. The client will be prompted to enter the required information when they sign in to the Client Web App or the Achieve Client App.
    Facebook Sign inTo allow staff members and clients to sign up and sign in to your business using their Facebook account, set this option to ON.

    If you set this option to OFF, clients or staff members that have already registered with your business using their Facebook account must click Forgot password? on the sign-in screen to reset their credentials.

    NoteIf a client signs up using their Facebook account, a client profile will be created for them even if the client didn’t enter the required information at registration. The client will be prompted to enter the required information when they sign in to the Client Web App or the Achieve Client App.

    Client Vaccination

    SettingDescription
    Show client vaccination statusWhen this option is set to ON, you will be able to set a client’s vaccination status on the Overview page of their client profile.

    For more information, see Modifying a client’s vaccination status.

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