How to
How do I let customers reschedule or cancel online?
Tick Allow customers to reschedule and Allow customers to cancel in Booking page, in the Policies tab. Customers then get Reschedule booking and Cancel booking links in their confirmation email, and you're told when they use them.
Which plan
Rescheduling and cancelling online are on every plan. Refunds apply to bookings paid online, and late-cancellation and no-show fees need a card saved with the booking, so both need online payments: included on Pro and an upgrade on Lite.
What customers see
Reschedule booking and Cancel booking buttons in their confirmation email. Rescheduling only offers times that pass the same availability and travel checks as a new booking. Cancelling shows whether a refund applies.
Set it up
Step 1: Open your policies
Go to Booking page and open the Policies tab. On Customer changes, press Edit. Both options are off until you switch them on.
Step 2: Allow rescheduling
Tick Allow customers to reschedule. Customers can only choose times that pass the same availability and travel checks as a new booking.
Step 3: Allow cancelling
Tick Allow customers to cancel. Your refund windows and any late-cancellation fee still apply.
Step 4: Set your refund windows
Open Advanced refund and fee rules. A booking paid online and cancelled at least Free cancellation before (hours) ahead is refunded in full. Cancelled at least Partial refund before (hours) ahead, it gets the Partial refund (%). Later than that, there's no refund.
Step 5: Charge for late cancellations and no-shows
If you want to, tick Enable late-cancellation / no-show charging and set the Late-cancellation window (hours), Late-cancellation fee and No-show fee. Tick Allow pay-later bookings to capture a card for incident fees if customers who pay at the appointment should leave a card too.
Step 6: Save, then check a new booking
Press Save policy. The links go into confirmation emails sent from then on, so make a test booking to see them, and cancel it afterwards.
Common questions
Do customers who booked earlier get the links?
No. The links go into confirmation emails sent after you switch them on. Bookings made before then don't have them.
Am I told when a customer cancels or reschedules?
Yes. You get a booking alert, the same way you hear about new bookings, and the change shows in your calendar.
Can a customer cancel on the day?
Yes, until the appointment starts, if you allow cancelling. Inside your late-cancellation window, with no refund due, the late-cancellation fee is charged when you've switched it on and a card is saved with the booking.
Can a customer move a booking to any time?
No. They're only offered times that pass the same checks as a new booking: your hours, your other bookings, your calendar's busy times and the travel either side.