Cancel and reschedule
Cancellation policies, cutoffs, fees, and how customers and staff change appointments.
Policies control who can change a booking and what happens to payments.
Reschedule
Staff can usually reschedule anytime from the calendar or booking detail.
Customers reschedule from the portal when:
- The service allows self-service changes
- The new slot is before the cutoff time
Cancel
Staff cancellation
- Open booking → Cancel.
- Choose reason (optional).
- Select refund behavior if payment was captured.
Customer cancellation
Customers see Cancel in the portal when within policy. After the cutoff, they may need to contact you.
Cutoffs and fees
Configure per service or globally:
- Hours before start — no changes after this point
- Cancellation fee — partial charge or adjusted refund per policy
Changing policies does not retroactively alter bookings already confirmed.
Notifications
Cancellation and reschedule trigger email templates — review Notifications.