Having a member consistently reschedule or cancel last minute on you — their coach — can be an frustrating experience. In this page, we will go over our rescheduling, cancellation, and no-show policy for our member and how you can handle them as a coach. We will also briefly discuss how coaches should handle their own rescheduling needs.
Cancellations
Members can technically cancel a session anytime, but members do not get refunded for cancelled sessions so they typically opt to reschedule instead of cancel. If a member cancels (and does not reschedule) a session within 48 hours of your session, this is considered a last-minute cancellation, and you may bill for it.
No-Shows
If a member no-shows a session (meaning they didn’t let you know that they were not going to be able to make the session), coaches can treat this the same way as a last-minute cancellation and bill for the session.
Please immediately report a member no-show to coachsupport@mento.co.
Rescheduling
Per Mento’s billing policy, members have the flexibility to reschedule sessions up until 48 hours of a session with no penalty. Unfortunately, there is a catch. At this time, our scheduling provider, cal.mento.co, allows members to reschedule up until the time of the session. This means that every now and then, a member will utilize the rescheduling feature within the 48 hour window and reschedule a session last minute.
As a coach, it’s up to you and the agreements you set with your member on how you handle last-minute reschedules. Some coaches like to address reschedules during Coaching Kickoff sessions when setting the coaching agreements. Others prefer to wait to see if it becomes an issue to address it. Most coaches will grant each member a one-time last-minute reschedule with the expectation that it won’t happen again. Whatever you decide, please do address last-minute reschedules with your member when it feels important to you. Each coach has their own preference but regardless, it’s important to set yourself up for success as a coach!
Since the reschedule features allows the member to get their session back on the calendar for free, coaches are not able to bill for the initial session and the rescheduled session. You’ll need to either bill for the initial session and not permit a last-minute reschedule or permit the last-minute rescheduled session and bill for that one.
Please continue reading to see the best practices for keeping your calendar and invoices accurate when it comes to reschedules and cancelations.
[Important] Calendar and billing responsibilities for reschedules and cancellations
Please be sure to update sessions in the Mento App when there is a reschedule or cancellation.
As much as we try to minimize them, members will always need to occasionally reschedule or cancel a session. Here are a few operational best practices to follow if this happens:
- Determine if the session should be rescheduled or cancelled.
If the member gives you more than 48 hours of notice, then you should reschedule the session. If less than 48 hours, it’s up to you and your judgement whether or not you should cancel the session (see above). Remember - as a Coach, you can only bill for one session (the original or the makeup if they told you within 48 hours of the original session) since the client is only being charged once.
- Update your Mento calendar to reflect all changes [important ❗]
TL;DR:
- Cancellations (no reschedule): Delete sessions that aren’t going to happen, even if your member has declined the calendar invite. If it’s within 48 hours and you plan to bill for it, keep it on the calendar.
- Reschedules: Make sure rescheduled sessions showing up on Mento app and in your Google calendar and that you’ve removed or updated the old session that didn’t happen.
- No-shows: If your member no-showed and you plan to bill for it, keep it on the calendar but make a note of this in your invoice.
If the session is cancelled, make sure you go into the Mento app and click Cancel session under the Sessions tab or delete the session in Google calendar if scheduling@mento.co is on the calendar invite. Since your calendar is the source of truth for processing payments, this is crucial to getting paid on time and is your responsibility to keep up-to-date and accurate as Coach.
If the session is rescheduled, make sure your member selects a new day and time either using the Reschedule button in the Google calendar invite or in the session tab. If you’re letting them reschedule within the 48-hour window, they may need to cancel the original session and book a Single Coaching Session on your cal.mento.co.
- Please use the correct line item description in Wingspan.
If you are billing for a No-Show / Cancelled session that you are not making up with that member, be sure to select No Show / Last-Minute Cancellation and leave us the details in the Notes section of your Invoice as “Member Name | Date | No show/cancellation.”
If you and your member rescheduled the session, simply use the Coach Session line item description. But remember! There should only be one invoice for that rescheduled session.
When Coaches Need to Reschedule
We ask our coaches to reschedule with a member at least 7 days in advance for things like vacations, OOOs, or if any other priorities emerge. To the best of your ability, let the member know DURING your time together and work with your member to find a new time on the call. You are responsible for rescheduling and making up the session. If a member does not want to make up or reschedule the session, that is their decision.
Coaches cannot cancel session because all members are paying for a set number of sessions a month. If you find you cannot make a session, please reschedule. Please read up on our Coaching Expectations about how coach reschedules and last-minute changes impact the member experience.
People get sick and emergencies happen. If you find that you are going to miss a session last-minute, please let the Customer Success team know right after you’ve reached out to your member so they can support you getting in contact with your member and rescheduling.