Write your cancellation policy

Choose the notice deadline and the outcome when a client cancels after it.

2 min read · Updated September 9, 2026

In short

  • Choose the notice clients must give and the outcome when they cancel later.
  • Clients see both parts of the policy before booking.
  • Set a no-show fee as a fixed amount or as a share of the service.
  • Policy changes apply only to new bookings.

Your policy has two choices: how much notice a client must give, and what happens if they cancel later. The booking screen shows both before the client commits.

Path: Cancellation policy › Notice window

Before the deadlineAfter the deadline
  • The client can cancel or move.
  • A cancellation receives a full refund.
  • Your late-cancellation choice applies.
  • The screen explains whether payment is returned or kept.
  1. Open your cancellation policy and choose the notice window. It is counted backwards from the appointment's start.
  2. Choose the late-cancellation outcome: return everything, keep the deposit, or charge the full service total. What is available depends on how you collect booking payment.
  3. Set what a client who never arrives is charged. Choose a fixed amount or a share of the service. Either way the fee is worked out on the services alone, never on a travel charge, and it never comes to more than the service she booked.
  4. Read the summary as your client will see it, then save.
Should I choose the strictest option?
Not automatically. Choose a rule you can explain plainly and apply consistently. The screen shows the exact money outcome for each option.
Keeping a deposit would have no effect.Check whether deposits are turned off. The policy screen explains that there is nothing to keep until you turn them on.
An old appointment still shows the earlier rule.That is expected. Existing bookings keep the terms accepted when they were made.

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