When you book an appointment with a coach, they will receive an appointment request, if this appointment request is accepted by the coach, the booking is considered confirmed. Confirmed appointments will show in the appointment section of the mobile app and Website and will have a “Accepted” tag.
From time to time you may need to cancel your appointment. You can cancel the appointment by tapping on the “Cancel” button of the appointment you wish to cancel. If you cancel your appointment more than 12 (twelve) hours prior to the start time, there will be no cancellation fee, or if it is a Journey appointment, you will be able to re-book the appointment from within the Journey.
If you cancel a confirmed appointment within 12 (twelve) hours but more than 4 (four) hours prior to the start time, you will only be refunded 50% of the cost of the appointment.
If you cancel a confirmed appointment within 4 (four) hours of the start time, you will not be refunded and will forfeit the full cost of the appointment. Since our coaches sell their time, this is to protect them from the loss of earnings due to last minute cancellations.
If the appointment is part of a Journey you may not cancel within 12 (twelve) hours of the appointment. However, if you feel you have a justifiable reason for cancelling, you can tap “Cancel” and will be prompted to send a “Cancellation Request” to your coach. If your coach accepts this cancellation request, you will be able to re-book the appointment from within the Journey. If your coach declines this cancellation request, you will lose this appointment.
To cancel an appointment using our web application simply navigate to http://www.sterkla.com and click the Login/Register button.
Then click “Appointments” —> then click on the appointment you want to cancel, this will open the appointment pop up –> on the appointment pop up, hover your mouse over the 3 dots in the top right corner and click “Cancel Appointment”.