What Happens When a Guest Doesn't Show Up
Sometimes customers book a pass but don't make it to the gym. Here's what you need to know about no-shows.
You Still Get Paid
If a customer books a pass and doesn't show up, you still receive your full net rate. The customer has already paid, and that payment belongs to you.
No-Show Policy
24-Hour Refund Window
Customers can request a refund for unused passes within 24 hours of purchase. After this window, no refunds are issued for no-shows.
Pass Stays Valid
If a customer buys a 1-day pass and doesn't come that day, the pass is still valid for its duration. They paid for access, but chose not to use it.
No Action Required
You don't need to do anything when a customer doesn't show up. The payment processes normally according to the standard payout schedule.
Payment Timeline
How No-Show Payments Work
- 1Customer purchases a pass (payment is collected immediately)
- 2Funds are held for 10 days (standard settlement period)
- 3After settlement, funds are included in your next payout
- 4Payout is deposited weekly or monthly per your Stripe settings
Frequently Asked Questions
What if a customer contacts me directly about not showing up?
Direct them to FTNSS customer support at support@ftnss.fit. We handle all refund requests and customer service issues.
Can I offer a makeup day?
That's up to you, but it's not required. The customer purchased access for a specific time period. If you want to extend goodwill, you can—but there's no obligation.
Do no-shows affect my rating?
No. Customers who don't show up cannot leave reviews since they didn't actually visit your facility.