Only cancel a coaching session in exceptional circumstances.
Examples include:
sudden illness or injury;
a family emergency;
bereavement;
an urgent caring responsibility;
severe travel disruption;
extreme weather;
a natural disaster, such as an earthquake or flood;
another serious event outside your control.
If you can deliver the session at another time, agree a new date with the client and reschedule the existing booking instead.
What if the client asks to cancel?
If the client asks you to cancel the session, confirm their request before changing the booking in MyThrive.
You must still complete the cancellation form. State clearly that the cancellation was requested by the client and include the reason they provided.
If the client wants to move the session instead, agree a new date and reschedule the existing booking.
Before you cancel
Tell the client that you need to cancel before changing the booking in MyThrive.
If you cannot contact the client, let Thrive know when completing the cancellation form. We will inform the client for you.
How do I cancel a session?
Log in to your MyThrive account.
Go to My Sessions.
Select the relevant session to open the booking.
Select Cancel on the right-hand side.
Follow the instructions shown to confirm the cancellation.
Complete the Coach Session Cancellation form.
Explain why the session was cancelled.
Confirm whether the cancellation was requested by you or the client.
Tell us whether the client has been informed.
Provide all other information requested in the form.
You must complete the cancellation form whenever you cancel a coaching session, including when the client requested the cancellation.
What happens next?
Submitting the form tells Thrive why the session was cancelled and who requested it.
If you cancelled the session as the coach, the client’s coaching credit will be returned to them.
If you could not contact the client before cancelling, Thrive will inform them.
Client credit
If you cancel the session as the coach, the client’s coaching credit will be returned to them.