Cancellation Rules

Set up cancellation policies to protect your business while giving customers flexibility. Learn how to handle cancellations and no-shows.

Setting Your Cancellation Policy

Configure your cancellation rules in Settings → Booking Preferences:

Cancellation Window

Set how far in advance customers must cancel:

• 24 hours – Customer must cancel at least 24 hours before
• 48 hours – 48-hour cancellation notice required
• 72 hours – 72-hour notice for services requiring prep
• 1 week – For high-demand or specialty services
• Custom – Set any number of hours/days

Late Cancellation Fees

Choose what happens when customers cancel late:

• No fee – Allow late cancellations without penalty
• Percentage fee – Charge a percentage of the service price (e.g., 50%)
• Fixed fee – Charge a flat cancellation fee (e.g., $25)
• Full charge – Charge the full service price

Customer Self-Cancellation

Allow customers to cancel their own bookings:

1. Go to Settings → Booking Preferences
2. Toggle Allow customer cancellation
3. Set the Cancellation window
4. Choose whether to require a reason

Cancellation Link

Confirmation emails include a cancellation link that:

• Is unique to each booking
• Checks if cancellation is within the allowed window
• Shows any applicable fees
• Requires confirmation before cancelling

Cancelling a Booking (Admin)

To cancel a booking from your dashboard:

1. Open the booking details
2. Click Cancel Booking
3. Select a cancellation reason:
   • Customer request
   • Business closure
   • Rescheduling
   • No show
   • Other
4. Choose whether to:
   • Notify the customer
   • Process a refund (if paid)
   • Offer to reschedule
5. Confirm the cancellation

No-Show Policy

Handle customers who don't show up:

Marking as No-Show

1. Open the missed booking
2. Change status to No Show
3. Add any relevant notes

No-Show Fees

Configure automatic no-show charges:

• Go to Settings → Booking Preferences → No-Show Policy
• Set the fee amount or percentage
• Enable automatic invoice creation for no-shows

Tracking No-Shows

Monitor no-show patterns:

• Customer profiles show no-show count
• Filter bookings by no-show status
• Analytics shows no-show rate over time

Processing Refunds

When a paid booking is cancelled:

Full Refunds

1. Cancel the booking as normal
2. In the refund options, select Full refund
3. The payment will be refunded through Stripe
4. Customer receives refund notification

Partial Refunds

1. Cancel the booking
2. Select Partial refund
3. Enter the refund amount
4. Specify the reason (e.g., cancellation fee deducted)

No Refund

If cancellation was outside your policy window:

• Select No refund
• The customer is notified the booking is cancelled without refund
• Payment remains processed

Rescheduling vs Cancelling

Encourage rescheduling instead of cancellation:

• Offer free rescheduling within your policy window
• Allow one free reschedule even for late cancellations
• Include a reschedule link alongside cancel in emails

Enabling Rescheduling

1. Go to Settings → Booking Preferences
2. Toggle Allow customer rescheduling
3. Set any limits (e.g., max 2 reschedules per booking)

Displaying Your Policy

Make your cancellation policy visible to customers:

• Booking page – Shown during checkout
• Confirmation email – Included in email footer
• Policy page – Link to detailed policy page

Edit your policy text in Settings → Booking Preferences → Policy Text.

Next Steps

• Set up payment collection
• Customize cancellation emails
• Learn about booking statuses