For both initial bookings and follow-up sessions, you can use the Edit buttons in the session details pages to update the date, time and location.
Managing session bookings effectively is crucial for both therapists and clients on the Harley Therapy Platform. This guide provides an overview of the platform's policies and procedures for rescheduling sessions, including how to update rearrangements requested by clients, and steps for offering alternative session times.
Additionally, therapists should ensure their calendar availability is updated regularly to prevent booking errors and conflicts.
A client has requested to rearrange
If a client requests to rearrange, you would just need to click the Edit Date/Time button, enter the date/time you have agreed, and click Save.
The client will then be sent an email confirming that their booking has been updated, noting the new date and time selected.
The client will not need to log in to their account to confirm the changes, so please ensure that you only use this option if the new date and time have been explicitly agreed with the client.
Correcting an error or incorrect date/time
If you have made an error when creating a session for a client, you can use the 'client requested' option shown above to fix the booking. The client will not need to login to confirm the change, so this is usually the easiest way to correct any errors.
We recommend letting the client know to ignore the initial booking notification sent with the incorrect date/time listed just to avoid any confusion.
I am unavailable and need to rearrange
If you are unavailable, you have a couple of options available.
Whenever possible, use the reschedule/update booking workflow to move a session to a new time instead of canceling. This updates the existing booking without requiring deletion and recreation.
You can reach out to the client directly to apologise and to discuss alternative dates and times. Once agreed, you will need to use the Edit Date/Time button (shown below) to update the booking, and the client will need to login to confirm they agree to the change.
Alternatively, you can use the Edit Date/Time button to offer multiple alternative times to the client. The client will be notified by email and/or SMS, and will be asked to login to their account to accept one of the alternatives or to reject/cancel the booking.
To avoid future booking conflicts, reserve slots for ongoing clients as soon as they agree to a regular time, and delete reserved slots if the client decides not to continue.
Please remember to click the purple Offer Alternatives button to send the times offered to the client.
If you do not click the Offer Alternatives button, the client will not be notified.
Once offers have been sent to the client, the client will have 24 hours to login to accept or reject the times offered. The slots will be temporarily held in your Calendar during this time to avoid any other clients booking into the times offered. The session will update automatically as soon as the client confirms an alternative, or cancelled and refunded if the client rejects the times offered.
After offering alternative times to a client, update your calendar to block the originally booked slot. This prevents it from becoming available again while awaiting the client’s response.
If the client does not respond within 24 hours, the alternative session times will be automatically cancelled and the session will revert to the original time booked. It is recommended to communicate clearly with clients about their options and the time frame for responding to alternative session offers, and to monitor session bookings regularly to ensure timely follow-ups.
Once you have sent alternative session times, it is not possible to cancel or edit the times sent until the offers expire after 24 hours, so it is best to double check the times are correct prior to clicking the "Offer Alternatives" button.
If a new date/time has been agreed directly with a client, but they are having difficulties confirming the change in their client account, please speak to the team so we can update the booking.
As soon as the client's session is cancelled or rearranged, the original time will become available again to book in your public profile. If you are unavailable at a time booked by a client, please ensure your availability is updated in your Calendar promptly to avoid any further cancellations or rearrangements, as these go against the Terms & Conditions for therapists agreed to when joining the Platform.
Rearranging a Session where the Date/Time has already passed
To rearrange (or reinstate) a session that was booked for a date or time in the past, please speak to the team so we can update the booking, noting the new location, date and time; the reason for rearranging (client requested, therapist unavailable, or correcting an error); and the name of the client.
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