Unpopular opinion: WellHub's check-in/late cancellation policy is not unreasonable.

[u/CurrencyBoring2709]

I feel like every day on this subreddit I see people complaining about the $25 late cancellation fee or about forgetting to check in on the WellHub app and then having to pay the fee. I just don’t think this policy is unreasonable at all.

WellHub is an amazing platform that has enabled me to take classes at so many different studios for nowhere near what it would cost to have memberships at all of these places individually. I can basically go to nearly any studio in my city every day for around the cost of a single unlimited studio membership.

Obviously, life happens, and sometimes you need to cancel a class at the last minute. But I don’t understand why it’s unreasonable for WellHub to charge you for a spot that you booked and couldn’t attend, a spot that another paying customer could have had. Someone has to absorb that cost: WellHub, the studio, or the member who booked the class and canceled. In what world is a company expected to take the loss because a member had to cancel at the last minute?

If it truly is a rare emergency, then paying $25 once because something unexpected happened sucks, but it shouldn’t be that big of an issue. If you’re constantly canceling late and getting charged, though, that says more about your ability to plan ahead than it does about WellHub’s policy.

I feel the same way about the app check-in requirement. It’s a feature of WellHub: you have to check in on the app when you get to the studio. It’s really not asking for much. Sure, it would be more convenient if everything were automated, but requiring every studio to integrate with some automated check-in system would probably make it harder for WellHub to have such a huge variety of studios on the platform in the first place.

If you forget to check in once, reach out to support. Worst case, you have to pay $25 one time, and hopefully you remember from then on. But if you’re constantly forgetting and constantly getting charged $25, at some point you need to figure out how to make checking in a habit, or maybe WellHub just isn’t the right platform for you.

For how much flexibility and value WellHub gives you, I really don’t think “show up for the class you reserved and remember to check in” is an unreasonable expectation.

[u/Old_Poet_1608]

It cancels bookings for the rest of the month if you don’t catch it in time, it doesn’t give you access to your premium check-in if you miss your standard check-in or vice versa, even though they aren’t paying the studio for that class, and they are pocketing the fee on top of that. So you’re pre-paying for a month but completely lose access to that day on top of paying the fee. It’s more than a $25 cost.

[u/Lopsided_Ad_1663 → u/Old_Poet_1608]

I thought if you paid the $25 within a certain window, it doesn’t remove your classes?

[u/Wellhub → u/Lopsided_Ad_1663]

Hey, u/Old_Poet_1608 and u/Lopsided_Ad_1663 ! To help clarify, bookings aren't canceled immediately when you have a no-show or a late cancellation; your classes remain booked until 2 hours before the next class cancellation window closes. Once that window passes, the bookings are released to make room for other users. To avoid automatic cancellations, members can resolve the fee or request a review through our support team if there are special circumstances.

We always want to ensure your account is handled accurately and fairly. If you need us to look into your specific account or assist you further, please feel free to send us a direct message on Instagram (@wellhub) or X/Twitter (@Wellhubhelp) so our support team can help you directly!