Customers Managing Their Appointments

Access appointments in customer account#

Customers manage appointments from the Activity area of their account:

1. Customer logs into their account
2. Clicks Activity in the account navigation
3. Uses the appointment filters to see upcoming, completed, or cancelled appointments

Each appointment shows its service, date and time, status, and the provider, location and booked court, room or equipment when those details apply.

View appointment details#

Each appointment displays key information:

• Service name: What was booked
• Date and time: When the appointment is scheduled
• Provider: Who will deliver the service (if assigned)
• Resource: The court, room or equipment the booking holds, such as "Squash Court 3" (if the service reserves one)
• Status: Upcoming, completed, or cancelled
• Location: Where the appointment takes place

The booked resource appears beside the location in the account list. The confirmation page, the calendar event from Add to Calendar, and the confirmation, reminder and cancellation emails show it as Resource.

Customers can open an appointment to review its available details and confirmation page.

Upcoming vs past appointments#

The appointments view separates bookings into sections:

Upcoming appointments#

Shows future appointments that are not cancelled. Customers can reschedule or cancel these when the business's policy allows it.

Past appointments#

Shows appointments whose scheduled time has passed and that are not cancelled. These are history records and cannot be modified.

Reschedule an appointment#

Customers can change their appointment time if within policy:

1. Go to Activity in their account
2. Find the upcoming appointment in the appointment section
3. Click Reschedule
4. Select a new date
5. Choose an available time slot
6. Click Confirm Reschedule

The available dates and times reflect the service's provider and resource availability.

Rescheduling may be restricted based on your settings:

• Cannot reschedule within the minimum notice period
• Cannot reschedule to dates beyond your booking horizon

Cancel an appointment#

Customers can cancel appointments they no longer need:

1. Go to Activity in their account
2. Find the upcoming appointment in the appointment section
3. Click Cancel
4. Confirm the cancellation

After cancellation:

• The appointment appears in the Cancelled view
• The appointment is no longer available for rescheduling from the account

Customers cannot cancel after the business's appointment cancellation deadline, which is 24 hours before the start unless the business set its own. A cancellation before the deadline normally returns the credit the booking used to the customer's account. See Reschedule or Cancel Appointments.

Appointments for several people#

An appointment booked for a private group lists everyone who is coming, on the confirmation page and in Activity. The person who booked sees and manages it even when they are not one of the people.

The person who booked can:

• Remove one person: That person's place is cancelled and the others keep the appointment. This works while the group still has the service's fewest people. If removing them would leave too few, Naayya says so first and offers to cancel the whole appointment instead.
• Cancel the whole appointment: Everyone's place is cancelled.
• Reschedule: The whole group moves to the new time together. One person cannot move on their own.

Anyone else in the group who has an account can cancel only their own place, and not when that would leave too few people. Only the person who booked can cancel the whole appointment or move it.

The usual cancellation deadline applies. A cancellation before the deadline returns one credit to the account of the person who booked for each person who leaves.

Email notifications#

Customers receive emails about their appointments:

• Booking confirmation: When they successfully book
• Reschedule confirmation: Sent whenever the appointment moves, whether the customer reschedules it from their account or the business moves it, including to another court on the calendar. It gives the new date, time, provider and court or room, and a Previously line with the old time and, when it changed, the old court.
• Cancellation confirmation: When the appointment is cancelled. If a customer cancels in time and the booking's credit goes back to their account, the email says so.
• Reminder: Before the appointment (if reminders are enabled)

Appointment emails are written in English, French, German, Luxembourgish, Dutch or Spanish, following the customer's language.

If you need confirmation of a change, check the appointment in your account or contact the business.

View booking history#

Past appointments remain visible for reference:

1. Go to Activity in their account
2. Use the Completed filter in the appointment section
3. View completed appointments; use the Cancelled filter for cancelled appointments

This history helps customers track their service usage and reference past bookings if needed.

Need help with an appointment#

If customers need assistance beyond self-service options:

• They can contact your studio directly
• Admin staff can make changes on their behalf
• Special circumstances can be handled manually

Provide clear contact information so customers know how to reach you for booking issues.