When you book a class, we reserve that spot just for you, meaning someone else may miss out. Our policy ensures that all our members have a fair chance to book and attend activities and supports our partners by encouraging attendance.
If you have any late cancellations or no-shows in a calendar month and want to book classes, you'll have the option to either pay the resume booking fee or wait until the following month, when your booking access is automatically restored.
💡 Gyms and studios that don't require bookings and wellness apps aren't affected. They are always available to you.
- Late cancellation: You canceled a booked class after the gym/studio's free cancellation window had passed.
-
No-show: You didn't attend a booked class, or you didn't check in through the Wellhub app.
⚠️ Checking in directly with the gym or studio doesn't count as your Wellhub check-in.
In both cases, the booking uses up your daily check-in.
⚠️ Your upcoming bookings may be cancelled
If you don't pay the resume booking fee at least 2 hours before the free cancellation window of your next booked class, all your upcoming bookings for the rest of the month will be cancelled automatically. Paying the fee in time keeps those bookings safe.
The primary account holder is the only person who can pay the resume booking fee for themselves or for a family member.
👤 To pay the Primary Account Holder's resume booking fee:
- Open the Wellhub app and go to the
Check-in tab.
- Under the Bookings section, tap on Explore options.
- Select Continue and choose an accepted payment method.
👥 To pay the Family Member's resume booking fee:
The primary account holder can pay the fee by following these steps:
- Open the Wellhub app, go to
Profile, then select the
settings gear icon.
- Select
Family Members.
- Find the family member with the missed class and tap the 3 dots.
- Tap Continue and choose an accepted payment method.
💡 Good to know about the resume booking fee:
- Paying this fee allows you to book again. However, if there is another late cancellation or no-show during the same month, you'll need to pay another fee to book again.
- The fee is only for resuming your bookings and doesn't apply to the main subscription.
- Payment methods like payroll are not supported for this fee.
- The primary account holder can check the record of any fees paid in their Billing History.
If the fee isn't paid, you can still explore other options included in your Wellhub plan. You can:
- Check in at gyms and studios that don't require a booking.
- Explore the wellness apps for fitness and wellbeing.
Your ability to book classes will automatically be restored on the 1st of the following calendar month. For example, if you have a late cancellation or no show in May, you can book new classes on June 1st.
💡 About your upcoming classes
Any classes you had booked for the rest of the month will be cancelled. When your booking access is restored — either by paying the resume booking fee or on the 1st of the next month — you'll need to book those classes again.
- Always check in on the Wellhub app: Use the Wellhub app to check in for every class you attend, even if you've also checked in through the gym or studio's app.
- Check in on time: You can check in for a class 30 minutes before and up to 30 minutes after it ends. This window is helpful if you forget or have connection issues at the beginning of the class.
- Turn on notifications: Turn on Wellhub app notifications in your phone settings. We'll send you class and check-in reminders.
- Mind the free cancellation window: Always check the class's free cancellation window on the booking screen. If you cancel on time, your check-in is free to use for another activity that day.
We understand that sometimes things go wrong. This process is for exceptional cases where an app or gym/studio issue caused the late cancellation or no-show.
We can only reverse it in specific situations, such as:
- You attended the class, but an app error prevented you from checking in.
- The gym/studio canceled the class at the last minute, or the instructor didn't attend.
If this happens, please contact our team and provide a screenshot of the error or other documentation so we can review your request.