When a session doesn't happen: cancellations and no-shows on Hayven

If a parent needs a refund after a cancellation, that's handled by Hayven's team directly rather than automatically, so if a family raises it with you, the honest and useful answer is to point them to reach out to Hayven about the refund specifically, rather than promising something the platform doesn't yet do on its own.

When a confirmed session's scheduled time passes it moves to completed automatically. If the family simply didn't turn up, open your Schedule page and use "Mark no-show" on that booking in the Recently finished list, which records it as a no-show rather than a completed session and lets you add a short private note. It's reversible if you mark one by mistake.

Marking a no-show doesn't refund the parent or apply any penalty on its own. The consequence side is deliberately a human decision for now. What it does do is keep an accurate record, so a repeating pattern with one family is visible rather than hidden inside four identical-looking "completed" sessions. If it keeps happening, that's still worth raising with your supervisor and, where appropriate, having a direct, non-judgmental conversation with the family.

For a late cancellation that isn't quite a no-show, a brief, direct message to the family acknowledging it and confirming the next session tends to do more for the working relationship than letting it pass unaddressed. Most families aren't trying to be difficult; a short, non-judgmental check-in usually surfaces whatever's actually going on.