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Changing or Cancelling a Session

Learn what happens when a confirmed session needs to be cancelled, who can do it, and what to expect regarding refunds.

Before You Begin

  • This article covers confirmed sessions only. If your booking has not yet been confirmed (you have not completed payment), contact your organization directly.
  • Customers cannot cancel a booking through a self-service link. All cancellations are handled by your organization's Organizational Admin.
  • There is no in-app reschedule flow. If you need a different time, your organization must cancel the current booking and create a new one for you.

How Cancellation Works

Ordinatus does not have a self-service cancel button for customers. When a session needs to be cancelled, the process is:

  1. You contact your organization and request the cancellation.
  2. Your organization's Organizational Admin cancels the payment order in their payment system (Shopify or Stripe).
  3. Ordinatus receives an automatic notification from the payment system and updates your booking status to Cancelled.
  4. You receive a cancellation confirmation email at the address you provided when you booked.

Your organization controls whether a refund is issued and the amount. Ordinatus does not issue refunds automatically — refunds are processed by your organization through their payment system.

Booking page showing a cancelled status after the organization has processed the cancellation

Cancellation Policy

Each organization sets its own cancellation policy. The policy determines whether you are eligible for a refund and how much you may receive. Common policy types include:

Policy What it means
Full refund within window You receive a full refund if you request cancellation before a set number of hours ahead of your session.
Partial refund within window You receive a percentage of the session price back if you cancel before the window closes.
No refunds The session fee is non-refundable once payment is made.
Contact support Refund decisions are handled case-by-case. Contact your organization directly.

Note: The cancellation window and refund percentage are set by your organization, not by Ordinatus. Contact your organization if you have questions about their specific policy before requesting a cancellation.

What Customers Should Do

  1. Contact your organization as early as possible. The sooner you reach out, the more likely you are to be within the refund window, if one applies.
  2. Use the contact details on your booking confirmation email. Your organization's name and contact information appear in the confirmation email you received when the booking was made.
  3. Keep your confirmation email. It contains your session details (date, time, trainer, amount paid) and may be useful when discussing a cancellation or refund with your organization.

There is no link on your booking page to initiate a cancellation — you must reach out to your organization directly.

What Organizational Admins Do

This section is for Organizational Admins managing a cancellation request.

Cancellations are handled through the payment system your organization uses (Shopify or Stripe), not through the Ordinatus admin panel directly.

If your organization uses Shopify:

  1. Open your Shopify admin and locate the order for the booking you want to cancel.
  2. Cancel the order in Shopify. Ordinatus receives the cancellation automatically via webhook.
  3. If a refund applies, issue the refund on the Shopify order at the same time or immediately after cancelling. Ordinatus will record the refund when it receives the refund webhook.
  4. Ordinatus sends a cancellation email to the customer automatically once the cancellation webhook is processed.

If your organization uses Stripe:

  1. Open your Stripe Dashboard and locate the payment for the booking.
  2. Issue a full or partial refund on the charge.
  3. Ordinatus receives the refund event automatically and updates the booking status to Cancelled (for full refunds). A cancellation email is sent to the customer.

Important: Refunds are not issued automatically by Ordinatus. You must initiate the refund in Shopify or Stripe. If a refund is not issued in the payment system, the customer will not receive one, regardless of your cancellation policy settings.

Organizational Admin bookings list showing session rows with their current status

Rescheduling a Session

There is currently no in-app reschedule option in Ordinatus. If a customer needs a different time, the only available path is:

  1. Cancel the existing confirmed booking (as described above).
  2. Start a new session request from the beginning — the customer submits the intake form again, a trainer claims the new request, and the customer books and pays for the new slot.

What Happens to the Booking Record

When a booking is cancelled, the record in Ordinatus is updated as follows:

  • Booking status changes to Cancelled.
  • A cancellation record is created internally, noting who initiated the cancellation (the organization's admin, or the payment system automatically).
  • If a refund was issued, the refund amount is recorded against the booking for audit purposes.
  • Any calendar events that were created for the trainer (Google Calendar, Microsoft Outlook) are removed automatically.

The booking remains in the Organizational Admin's booking list and can be viewed for reporting and record-keeping purposes.

Tips

  • Ask about the cancellation policy before you book. Your organization may share this in their terms or on the booking confirmation page. Knowing the policy in advance avoids surprises.
  • Earlier is better. Most cancellation policies reward early notice. If your plans change, contact your organization as soon as you know.
  • Refunds appear in your original payment method. If a refund is issued, it returns to the card or account you used to pay. Timing depends on your bank or card provider, typically 5–10 business days.

Troubleshooting

I requested a cancellation but have not received a confirmation email.

Your organization must cancel the order in their payment system before Ordinatus sends a cancellation email. If you have been waiting more than a day, follow up with your organization to confirm the cancellation was processed.

I was told my booking was cancelled but it still shows as confirmed on my booking page.

The cancellation email and status update are triggered automatically once the organization processes the cancellation in Shopify or Stripe. If there is a delay, the payment system's webhook may not have been delivered yet. Allow a short time and reload the page. If the status does not update, contact your organization.

I expected a refund but have not received one.

Refunds are issued by your organization through their payment system — Ordinatus does not issue refunds directly. Contact your organization to confirm whether a refund was issued and for the expected timeline. Once issued, refunds typically take 5–10 business days to appear, depending on your bank.

I need to change my session time, not cancel it entirely.

There is no reschedule option in Ordinatus at this time. Ask your organization about cancelling your current booking and submitting a new request to book a different time.