Policies are the rules for what a customer owes when a session is missed, moved, cancelled, or booked again, and when booking closes before a job. Set the studio defaults here; every new organization inherits them, every new subject group inherits its organization's, and either can override. See Scheduling Policies / No Show Protection for the three-level inheritance and screenshots of each policy.
| Policy | Controls |
|---|---|
| Job Booking Ends | When customers can no longer book onto a job: a number of hours before the job starts, or open until the job ends |
| No Show Policy | The fee for a missed session, and whether it applies to paid sessions, free sessions, or both |
| Reschedule / Cancellation Policy | Refund always, refund only outside a window of hours, or never refund; the fee inside the window, or the whole package price |
| Reschedule Limit | Whether to cap how many times a session can be moved or its package changed, and the cap |
| Resit Policy | Whether resits are charged on free and paid sessions, the resit fee, and whether free packages can be re-sat and at what cost |
The text customers see at booking is generated from these settings, so a change here changes the wording on the booking page and in confirmation emails. For how fees are charged and refunded, see Billing › Session Payments & Fees.
When clients log in after a session to book a retake or resit, they will be prompted to provide a reason for the resit. You can configure these reasons and also determine if you would like these clients to be billed for the retake.
Under Settings / Resit Reasons you can add these and select Bill or not. Below is a sample set of Reasons:
Once set up, you can apply these charges Globally across the company under Settings / Policies:
When a client schedules a resit on a paid session, the system does not charge again for the session, it only applies the Resit Fee.
Once applied at this level, these fees can be applied individually at the Organization and Subject Group Level to customize this for individual client groups.
Performance stats from 2024 for our testing Studio, Stuart-Rodgers Photography, which used Airstudio to manage bookings for 21 high schools and 8,022 students are below. Their configuration included an automatic $25 fee for cancellations, no-shows, or changes made within 48 hours of a scheduled appointment.