A student is paying for your time, so when they fail to show up for a session without prior communication or request to reschedule, Metafy will not automatically issue them a refund. At that point, it’s up to you to decide how to proceed. You have three main options:
Don’t reschedule or refund. If you spent the time allotted for the lesson waiting for the student and trying to contact them, you might decide to count that wasted time as their lesson. No further action is needed from you in this case.
Reschedule. You may decide to honor the booking at a later date. We do not currently have a way to reschedule a Live Session whose start time has passed, but Promo Codes offer an easy workaround.
Contact your student and issue them a promo code that they can use to pay for a replacement lesson. They’ll be able to use the Metafy booking interface to do so. You can use the Promo Codes section of your Settings interface to create promo codes.
Alternately, you can offer a replacement lesson outside of Metafy’s booking flow. Since the payment has already been processed, all you need to worry about is scheduling. The best approach would be to add an event to your Google Calendar to block off the new lesson time and coordinate the details with your student directly. Using your Google Calendar ensures that your rescheduled time doesn’t show up as available to other students.
Give them a refund. You may decide to just give them their money back, in the form of account credits. At this time you can issue your own refunds, using the Pro Studio. If a student wants to proceed with a refund to their payment method, they can reach out to Support. We require that they communicate with you before doing so, however.
Keep in mind that the amount of a refund you give should reflect your cancellation policy. So if your cancellation policy stipulates that a user will only receive a 50% refund if they cancel within a certain timeframe, you should only refund them 50% of their payment.
📣 Please note that there is a time limit of 30 days on refunds to payment source. Meaning, if it’s been more than 30 days since the student’s original purchase, we cannot issue a cash refund. We will issue a refund in Metafy credit, however.
See The Metafy Refund Policy for more details about our Refund Policy.
Related: If You Miss a Booking