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A rider cancels or doesn't show up

A rider cancels or doesn't turn up: take them off the ride or mark them absent, and what that does to their pass, their money and the instructor's pay.

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A rider cancels, or simply doesn't turn up. Your job is to take them off the ride or mark them absent, so that their pass, their money and the instructor's pay all come out right.

Before your first cancellation, an admin sets the rules in Settings → Booking & cancellation. Self-cancel cutoff decides how late riders can cancel by themselves, and Track absences with A no-show costs decides what a no-show pays. See Booking & cancellation.

Handle a cancellation or a no-show

  1. If the rider cancels in time, there's nothing to do. Up to the cutoff, riders cancel by themselves in the app with Cancel participation.
  2. If the rider calls or messages you instead, open the ride from the schedule and go to the Allocate & Settle tab. Tap the rider's name, then the bin that appears on their avatar (Remove).
  3. If they paid in cash, Nose asks what happened to the money. Pick Return … to the balance if it should cover their next rides, Handed back in cash if you gave it back, or Keep it as a cancellation fee if the stable keeps it. Then tap Remove from ride.
  4. If the rider cancels too late, it's your call. After the cutoff they can't cancel in the app any more and are told to contact the stable. To let them off, remove them as in step 2. To charge them, leave them on the ride and treat it as a no-show.
  5. If the rider doesn't turn up, wait until the ride has started, then open it on Allocate & Settle. If they still have a horse, tap the chain-link icon between rider and horse (Unlink pair) to free it, and give the horse to someone else if you like.
  6. Tap the person-with-a-cross icon next to the rider (Mark as absent). A bar under their name shows Absent · stable rule with the stable's percentage and the amount they owe.
  7. Settle the riders who came, as usual. See Settling a ride.

If something's off

  • There's no Mark as absent icon: the ride hasn't started yet, the rider still has a horse (tap the chain-link icon, Unlink pair, first), or absence tracking is off (an admin turns on Track absences in Settings → Booking & cancellation).
  • A pass already covered the no-show's lesson: the no-show charge only applies to unpaid lessons, so marking them absent adds no charge and the pass ride stays used. If you'd rather give the ride back, remove the rider from the ride instead. The ride goes back on their pass.
  • You marked the wrong rider: tap the same icon again, now a circular arrow (Undo absence).
  • A rider who paid cash or by card cancelled in the app: Nose doesn't give that money back by itself; the refund is up to you.

What happens by itself

  • When a rider cancels in the app, a pass ride, voucher or balance payment they used goes back automatically. Admins and the ride's instructor get a notification.
  • When you remove a rider from an upcoming ride, they get an email (and a push notification if they use the app) saying they've been taken off. A pass ride or voucher goes back, and card or balance payments return to their balance.
  • A no-show charge is added to what the rider owes and is paid off like any other unpaid lesson. At 0% the lesson is free.
  • A removed rider, or a cancelled ride, doesn't count towards the instructor's pay, and neither does a rider marked absent. See Earnings.

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