Cancellation policy and clients cancelling themselves

Clients can cancel or move an appointment themselves — in the app, in their account on the website, or from the link in your messages — up to a deadline you set before the appointment. After that, they’re asked to contact you, and every change goes through you.

1. 1

   Open the screen

   Services & teamCalendar & appointmentsCancellations
2. 2

   In “Self-service cancel/reschedule until”, choose how many hours before the appointment — or “Any time”.

3. 3

   In “Cancellation policy (shown to clients)”, write your rules in your own words — for example, what happens with a late cancellation.

4. 4

   Click “Save rules”.

When a client cancels

The time frees up in the calendar, and you get an alert in the app. If the client paid a deposit and cancelled in time, it goes back to them automatically. On the Pro plan, whoever joined the waitlist for that day and service gets a WhatsApp offer for the freed time.

Late cancellations and fees

The self-cancellation deadline is also where a “late cancellation” starts. If you turned on cancellation protection with a fee (on the Pro plan), a cancellation past the deadline that the client asked for lets you charge the fee to the saved card — only when you choose, from the appointment in the calendar. When the business cancels for its own reasons, there’s no fee.