My Seeker wants to reschedule or cancel their session last-minute
Seekers cannot reschedule their sessions within 24 hours of the session start time through the app, as per our 24hr booking policy.
However, that won't stop extenuating circumstances from coming up. Seekers may request to reschedule their session or Meet with you last minute or some time within 24 hours of the session start time. This is where you must use your own discretion when deciding how you'd like to respond in each circumstance.
Note that Sphere will stand by your decision, but you are ultimately the person who has the greatest impact on the Seeker's customer experience.
If you choose to allow them to reschedule:
If you allow your Seeker to reschedule, please remember: they cannot physically reschedule the session through the app themselves (the buttons are greyed out). Here's the best way to enable rescheduling:
- On your end, reschedule the session to a random date far in the future; then
- Invite them to reschedule that session to a time that works best for them.
If you do not want to let them reschedule:
Then simply allow the session or Meet to run its course and reach out to Sphere to let them know what is happening. If the Seeker does not attend, the session will be considered a no-show and the Seeker will forfeit their credits.
If a Seeker wants to cancel last-minute:
If a Seeker tells you they want to cancel the session last-minute and they know that their credits will be forfeit, then simply invite them to cancel the session on their end. This will notify the Sphere team (so they don't worry when it appears there is a no-show for a live session) and set your session to payable.