The client wants to extend the treatment, can I do it in the app?

Yes, you can extend a booking by using the extension button in the booking details on the Hero app. 

Please note that you'll need to get permission that your client is happy to go ahead with the extension and is aware of the additional cost to extend. 

Here's how: 

 

Reasons why an extension may not go through

• Client does not have a payment method saved on their Urban account - if a client uses Apple Pay / Google Pay to make their booking with you then no payment method will be saved. So if the time comes and they would like to have an extension on their booking; they will need to add a new card in order to process this charge. If the client has the Urban app they can easily add it. 
• Therapist has no availability after the booking, or not enough travel time to their next booking.
• Therapist has not checked in to booking, this helps the process along

The extension feature on the Hero app still isn’t working. What should I do?

If the extension button isn’t working, and you have checked the steps above, get in touch with Customer Support before continuing the treatment. Using the chat function, they can help process it for you, or help work out what the issue might be. If it is not possible to proceed with the extension, advise the client to book a longer treatment for next time.