Handle a late cancellation

Understand what happens when a client cancels after the notice deadline.

2 min read · Updated August 28, 2026

In short

A cancellation is late when it happens after the deadline saved with that booking.
Use the policy the client saw and accepted when they booked.
The client sees the policy outcome before confirming, but the policy does not guarantee that a charge or refund will succeed.

A cancellation is late when it happens after the deadline attached to that booking. The saved policy decides the client's refund entitlement. Cancelling does not guarantee that new money will be collected: the result depends on what was already paid and whether the payment or refund can be completed.

When the client books	The appointment keeps the policy the client sees and accepts.
If you edit the policy later	The existing appointment keeps its saved rule.
After the saved deadline	The saved late-cancellation rule decides what paid amount is refundable.

Which rule applies

Use the policy saved with the appointment, not the policy currently shown in your settings. The saved rule is the one the client saw and accepted on the day they booked.

Before you finish

Check the deadline, saved policy, and current payment state shown on the appointment.
Make sure the client is cancelling rather than simply running late.
After cancelling, verify the recorded refund and payment result rather than assuming the policy outcome was collected.