Cancellations and rescheduling

Where the settings are

Open Settings → Cancellations & no-shows.

• Cancellations: whether customers can cancel online, the hours before the start, and what happens after that.
• No-shows: the no-show fee. See No-shows and debts.

Open More settings for:

• Rescheduling: whether customers can move bookings online, the hours before the start, and how many times.
• Refunds: what an in-time cancellation does with a deposit or payment.
• No-show debt: the switch that lets fees become debts.

More settings always starts closed. It opens by itself only when a field in it can't be saved. It is the last card on the tab, with a line saying what's in it: tap it to open it, on a phone too, and tap it again to close it. Save saves the whole tab, including what is under More settings while it is closed.

Customer cancellations

Customers can cancel online is Up to a set time before or Not allowed online.

With Up to a set time before, set Hours before the start: customers can cancel online up to that many hours before the booking starts, and exactly at that time too. 0 hours means right up to the start. It starts at 24 hours; the most is 720 hours (30 days). The booking page tells the customer the deadline: "You can cancel online until …".

After that decides what happens once the window has closed:

• Customer must contact you (the starting choice): the booking page asks the customer to contact the shop, and shows your shop notification email and shop address when you have set them.
• Customer can cancel, charged your no-show fee: a late cancellation (below). This needs no-show debt on; until it is, the choice is greyed out and the tab says to turn on no-show debt under More settings.

With Not allowed online, customers always have to contact you. Once a booking has started, a customer can never cancel it online.

For example, with 24 hours, a customer with a booking on Friday at 15:00 can cancel it online until Thursday at 15:00.

Late cancellations

With Customer can cancel, charged your no-show fee, a customer who cancels after the window sees: "It's past this shop's cancellation window. You can still cancel online, but you'll be charged the shop's no-show fee of …". To go ahead they choose Cancel and accept the … fee.

The booking becomes Canceled, not a no-show, and its time is freed for someone else. The fee is added to the customer's debts as a Late cancellation, and they pay it with their next booking. There is no separate late-cancellation fee: it is your no-show fee.

A deposit or payment for that booking is kept and deducted from the fee. When it covers the whole fee, the customer owes nothing more and the cancellation goes ahead like an ordinary one.

For example, with a 50% no-show fee, a customer who cancels a €60 booking late, with a €12 deposit paid, owes €30 − €12 = €18. See No-shows and debts.

Refunds when a customer cancels in time

Under More settings, Refunds, When a customer cancels in time is Refund their deposit or payment (the starting choice) or Keep it. It applies only when a customer cancels online inside your cancellation window. The tab tells you when none of your services takes a payment yet, so the setting has no effect.

Customers see which applies before they pay and again before they confirm a cancellation, for example "Your €12 deposit will be refunded." A late cancellation or a no-show always keeps the money. See Deposits and payments for refunds when you cancel.

Customer rescheduling

Under More settings, Rescheduling, Customers can reschedule online is Up to a set time before (the starting choice) or Not allowed online. Set it apart from canceling: you may let customers move a booking later than you let them cancel it, because a moved booking keeps the customer.

• Hours before the start: until when they can move it, counted from the booking's current start. It starts at 24 hours.
• Times per booking: 1, 2 or 3 times, or Unlimited (the starting choice).

A customer can move only a confirmed booking, not one waiting for payment. They can change the time, and the staff member only to someone with the same price and duration on the new day; a customer who chose Any staff member can choose it again. The service and the price never change. A customer who wants another service, or someone with another price, cancels and books again. The new time must be inside your booking window, as when booking: with a Monthly release, only in a month already open to customers (see How customers book).

A blocked customer can't move bookings online. Moving a booking never counts against the customer's limit of upcoming bookings.

When a customer can't move a booking online, the booking page asks them to contact the shop.

Canceling and moving bookings yourself

You and your staff can cancel or move any booking until it starts, also inside the customer's windows and inside a service's minimum notice. When you move a booking, the customer is always told by email. When you cancel, you choose whether to refund a deposit or payment. Once it has started, you mark it completed or a no-show instead. See Managing bookings.