If a payment fails, both you and the client will be notified, and the client will be asked to either update their payment details or to manually submit a payment using the link in the email and SMS sent to them.

The reason for payment failure will always be noted in the email sent to the Client, but common reasons include insufficient funds, an expired card, or the client's bank blocking or declining the payment (the client would need to contact the bank in that case).

We will re-attempt the payment 24 hours before the session start time, and then 12 hours before if a payment hasn't been received. The client can click the link in the SMS and emails sent to them to manually submit a payment instead if they miss these payment attempts.

If a session is not paid for, the booking will be cancelled automatically around an hour before the session is due to start. Because of this, if a payment fails, you may wish to contact the client to confirm in advance if they are planning to submit a payment - if not, then you would be able to cancel their session to free up that slot for other clients.

In such a case that a session is cancelled, you are not obliged to honour the appointment, however, if you wish to do so, please be aware that Harley Therapy cannot underwrite or manage the process of receiving payment for this session, and the responsibility of charging the client would be yours. 

You can book sessions in retrospect by clicking the Create Session option on the client's page in your account (instructions here). We would recommend asking the client to let you know once the reason for payment failure has been resolved so you know when you would be able to book the session for them.