Waiving Fees (Within 72 Hours)

• You can waive any fee for any reason within 72 hours of a cancellation or reschedule.
• To waive a fee, locate the message in your Message Center with cancellation/reschedule details.
• Once the 72-hour period has passed and the no-show fee has been processed, the fee can no longer be waived.

If a Tava admin cancels or reschedules on behalf of the client, you can choose whether to charge a fee.

Charging a Fee When Canceling for a Client

If a client asks you to cancel or reschedule:

1. Click on the session in your Calendar and select Cancel or Reschedule.
2. Add a message to the client and select “Canceling at the client’s request” as the reason.
3. Check the box to charge a fee. Important: once you charge a fee, you cannot waive it.

If you need to cancel or reschedule within 24 hours, follow the same steps but leave the box unchecked to avoid charging the client.

Charging Fees for Past Appointments

You can retroactively charge for late cancellations, reschedules, or no-shows in the session note.

• A session is considered a no-show if the client hasn’t joined within 15 minutes of the start time.
• Important: If you initiate the fee manually, it cannot be waived later.

Sponsored Sessions

Some sponsoring organizations may choose to cover fees for clients using session credits.

• If a client is late to or misses a sponsored session, the client will not be charged a fee.
• A session will be deducted from the client's remaining balance.
• The sponsor organization will be charged your cancelation/no show fee, and it will be included in your next payout.
• You may choose to waive the late cancelation or no-show fee within 72 hours, and the deducted session would be restored to the client's session allotment.

To tell if a client's sponsor covers fees, navigate to the client's profile. Their coverage will say "Fees Covered."