How booking requests arrive
When a client books a session on your public booking page, what happens next depends on the service's approval setting (see below). With manual approval, the booking arrives as a request in Awaiting approval until you accept or decline it. With automatic confirmation, a free booking is Confirmed straight away, and a paid one is Confirmed as soon as the client has paid — until then it shows Awaiting payment.
All your booking requests arrive in the Bookings section of your dashboard. Each row starts with the client's name (a New client label marks a first-time client), followed by their email, the session and time slot they want, the coach if you have more than one, and any answers they gave to your questions during booking. To find someone, use the search box above the list — Search clients by name or email — and press Enter.
If a session requires payment, the booking will show a payment status. While the client is paying, the slot is held — if the client doesn't complete payment within about 45 minutes, the hold expires and the slot is released for others to book. This prevents unpaid bookings from locking up your calendar indefinitely.
Manual approval vs. automatic confirmation
Your approval workflow is set per service. Go to your service settings and choose one of two modes:
Manual approval — every request waits for you to review it. You have time to check the client's details, read any notes they left, and either accept or politely decline. This suits 1-on-1 coaching, where you want to vet new clients or make sure a request fits your program.
Automatic confirmation — requests are confirmed instantly and the client receives a confirmation email right away. Useful for high-volume, low-touch bookings like open group classes or recurring sessions with regulars, where almost every request is acceptable.
Tip
You can mix the two: manual approval on your 1-on-1 services, auto-confirm on group classes.
Booking statuses explained
Throughout its lifecycle, a booking moves through different statuses. Here's what you'll see in your dashboard:
Awaiting payment — the client has picked a time but hasn't finished paying yet. The slot is held for about 45 minutes; if they don't pay in that time, the booking expires and the slot is released. Nothing is needed from you.
Awaiting approval — the service uses manual approval and the request is waiting for you to accept or decline it. If the service takes online payment, the client pays before the request reaches this status.
Confirmed — you accepted the request (or it auto-confirmed). The client receives a confirmation email and the time slot is now locked in — it won't be offered to anyone else. About 24 hours before the session, they'll receive a reminder.
Declined — you declined the request. The slot is immediately available again for other clients. You can include a note (visible only to you, or shared with the client) explaining why.
Cancelled by the client — the client asked to cancel. Depending on how close the date is and your refund policy, you may refund part or all of their payment. Your cancellation window (e.g., 24 hours) is set on your service — if they cancel within that window, they may get a refund; after the window closes, it's a non-refundable cancellation.
Cancelled by the business — you (or a team member) cancelled the booking, either because you had to or because the client asked you to. You can add an internal note for your records and, when you're the one cancelling, send a message to the client.
Expired — the booking was unpaid and sat pending for too long. The slot was automatically released and the client can book again if they'd like.
No-show — the session time passed and the client never showed up. Payment is retained (no refund on a no-show unless your policy allows otherwise).
Payment holds and unpaid bookings
If you charge for sessions, a client's first step is to complete payment via Mollie. Until they do, their booking shows Awaiting payment and holds the slot for them.
If the client abandons the checkout, leaves the payment page open but doesn't finish, or their card is declined, the booking holds the slot for about 45 minutes before it's automatically released. This gives them time to retry if their payment failed, but frees up the slot if they simply changed their mind.
Once payment is complete, the payment shows as Paid and the booking moves to Awaiting approval (if you use manual approval) or to Confirmed (if you use automatic confirmation). Either way, the slot is now properly reserved.
Accepting and declining bookings
In your Bookings list, click any pending request to open its details. Here you can:
- Review the client's name, email, phone, and any custom answers they provided
- See the exact time slot and session
- Accept or decline the request
When you accept, the client immediately gets a confirmation email (or reminder, if auto-confirm already sent one).
When you decline, you can add a short public note (sent to the client in the decline email) and an internal note (for your eyes only). Stund even suggests reply templates based on the booking details, so you're not writing a custom decline email each time — just pick a template and tweak it if needed.
You are done
Accepting is one click from the inbox list — you only need to open a request when you want to read the details first.
Cancellations and refunds
If a client asks to cancel, they can do so from their booking confirmation email or from your booking page. The cancellation window is set on your service — typically 24 hours before the session starts.
Inside the window — they can cancel, and you may issue a refund (or partial refund) based on your refund policy. Your policy is set as a percentage: 100% means they get all their money back; 50% means they lose half; 0% means no refund.
After the window — late cancellations are non-refundable by default. You can still manually refund if you choose.
Heads up
Refunds are issued through the payment provider and can take a few days to reach the client's account, even though Stund marks them refunded right away.
Cancelling a booking yourself
To cancel a booking, open it and choose Cancel booking. You say who is cancelling, and — if the client paid online — what they get back.
Who is cancelling
- We're cancelling (the default) — you fell ill or double-booked by mistake. The client is told that you cancelled, and you can add a message explaining the situation — for example, "I'm unwell today and have to cancel our session. Here's a link to reschedule."
- The client asked to cancel — they phoned or messaged you instead of using their booking link. They get the same confirmation as if they had cancelled it themselves. That email has no room for a personal message, so the message box is hidden.
The refund
- Full refund — everything they paid for the session. This is what's chosen when you are cancelling.
- Cancellation policy — what the client would get if they cancelled it themselves right now: everything outside your cancellation window, and your late-cancellation percentage inside it. The percentage and the amount are shown next to the option. This is what's chosen when the client asked to cancel.
- Other percentage — any whole number from 0 to 100. Only owners, admins and coaches who may handle payments can choose this (see Letting coaches handle payments in Team and roles).
You can change the choice before you confirm, and the amount is shown first. A deposit is always returned in full, and a client who paid with a package gets their credit back whatever you choose. If nothing was paid online, there is no refund to choose. The booking's history records who cancelled — for example "cancelled at the client's request" — and what was refunded.
Recurring bookings and multi-slot bookings
When a client books multiple time slots in one go (back-to-back sessions, or weekly coaching over 8 weeks), Stund links them together as a booking group. While each slot is its own booking record for audit purposes, they share a parent-child relationship.
This matters for payments — if they pay once for a multi-slot series, all slots in the group charge to the same payment and share a deposit. And if they cancel one slot, you can choose to refund just that slot or the whole series.
Exporting your bookings
The Bookings page has an Export CSV button. It downloads every booking you have ever taken — not just the page in front of you — with times in your organization's timezone, the client's details, the status, what was paid and any refund. This is the file to hand your accountant.
Recording attendance
Open a confirmed booking and choose Check in when the client arrives. The booking keeps its confirmed status — check-in is a separate record, not a status change, so a checked-in booking can still be cancelled if plans change.
This is the counterpart to No-show, which you use when someone doesn't turn up. Between them you have both halves of attendance; a booking with neither simply means you didn't record it.
After the session: the follow-up email
About two hours after a session ends, Stund emails the client a short thank-you. It includes:
- A link to your shared notes, if you shared any session notes on that booking. The email never contains the notes themselves — the link takes the client to My bookings, where they read them after signing in if they aren't already.
- A link to book again with the same coach and service (for a group class, the class schedule). It's left out when the client already has their next session booked with the same coach (or class), so a weekly regular isn't asked to book what they already have.
- A testimonial request on the client's third visit — unless they've already left one. Several sessions on the same day count as one visit, and the client gets one follow-up for that day — the other sessions' history says the follow-up was skipped because the client's visit that day was already followed up.
Clients who didn't show up, and bookings that were cancelled, don't get a follow-up. If you mark a no-show, do it within those two hours.
Follow-ups are on by default. Turn them off, or on again, in Settings → Notifications. You can change the email's wording in Settings → Emails (the Session follow-up template); the notes, rebook and testimonial paragraphs are filled in by Stund — you can move them or leave them out, but not reword them. The send is recorded in the booking's history and in the client's timeline.
Notes on a booking
A booking has two kinds of notes, for two different jobs:
- Session notes are about the session itself — what you worked on, what the client should keep doing. You can edit them, and you choose whether each one stays with your team or is shared with the client. See the Session notes help article.
- Internal log entries are for the record: Add an internal log entry at the bottom of the detail panel. Use it for things like "phoned, running late" or "waived the late fee, see email". Each entry goes into the booking's audit trail with your name and the time, can't be edited afterwards, and only your team ever sees it.
Re-sending a confirmation
If a client can't find their confirmation, open the booking and choose Re-send confirmation. It sends the same email again and records the new attempt, so you can see both in Message delivery on the same panel.
Booking history and audit trail
Every action on a booking — creation, acceptance, payment, cancellation, refund — is recorded in the booking's event history. Click "History" or "Events" on any booking to see a timestamped log of every change.
The history shows who made each change (if a team member), what changed (status, payment, notes), and when. This is invaluable for disputes — if a client claims they cancelled in time, the event history shows exactly when they did (or didn't).
Reminders
About 24 hours before an accepted booking starts, Stund automatically sends the client a reminder email (and SMS, if they provided a phone number and you have SMS enabled). The reminder includes the session name, date, time, and your business name — just enough info for them to show up prepared.
Reminders are sent only once per booking. If the client never receives it due to an email provider filter or network issue, it won't retry, but the failure is logged internally so it can be investigated if needed.
Inviting clients and manual bookings
You can also create bookings on behalf of clients. Visit Bookings → New Booking to enter a client's details, choose a time, and create the booking. This is useful when a client texts or calls you to book, or prefers not to use the self-service page.
Start typing in Search / choose existing client to find someone already on file — it searches names and email addresses as you type, so it works no matter how long your client list is. Choose Create a new client for someone new. Opening this form from a client's own page fills them in for you.
Once you pick a date, Open times that day shows what is actually free for that coach: select one and the start and end times fill in. You can still type any time you like — a booking agreed over the phone is sometimes deliberately outside your published hours — and if the time you enter isn't in the published availability, the form says so and creates the booking anyway.
The Payment & pricing options section is always visible in the form. Here you can adjust the price or discount if needed, or redeem a client's prepaid package credit. The Payment handling selector explicitly defaults to the service's payment setup (such as emailing a secure online payment link or expecting payment upon arrival). You can also override it to mark the booking as already paid, offline payment, or no payment required — which confirms the booking immediately without sending a payment request.
The Create booking button has a dropdown next to it that lets you choose whether the client is told about the booking. Create booking and inform client (the default) sends the usual confirmation — or, for an online-payment session, a payment link. Create booking without informing client creates the booking silently: no email or SMS goes out. Use the quiet option when the client already paid you in person, when you've agreed the details over the phone, or when the session is free and no confirmation is needed. Note that a quiet online-payment booking still waits for payment — it isn't confirmed until the client pays — so you'll normally use the quiet option together with marking the booking as paid, offline payment, or no payment needed.
A booking you make yourself is not recorded as the client accepting your service's terms — they never saw them — so the booking won't show a signed terms agreement. And Stund doesn't send you a New booking email for it: that email is for bookings clients make, and says whether the booking is already confirmed or waits for you to accept or decline it.
You can also invite a client by email. Send them a link with a special code, optionally including a discount. When they click the link, it pre-fills their email and takes them straight to checkout (or confirmation if the session is free). The invite is single-use and expires after a set period.