Reschedule or Cancel Appointments

Reschedule an appointment#

Customers can reschedule an upcoming appointment from their account. The flow lets them choose a new date and time, holds the selected slot while they confirm, and then updates the appointment.

Staff can also move a booking on the calendar by dragging it. See Calendar. Either way, the customer gets an email with the new time.

To review appointment statuses and manage bookings from one list, see View and Manage Appointments.

Cancel an appointment as admin#

To cancel an appointment on behalf of a customer or for operational reasons:

1. Go to Admin > All Bookings and open the Appointments tab
2. Find the appointment
3. Click the menu icon and select Cancel

After the cancellation succeeds, the appointment status changes to Cancelled. The customer deadline below does not apply to staff.

If you restore a cancelled appointment with Restore, Naayya takes back the credit the cancellation returned by using one credit from the same pack or product. If no credits remain on it, the restore is refused.

Refund policies for cancellations#

Customers can cancel an appointment up to your appointment cancellation deadline. Set it in Admin > Settings > Policies, on the Students tab, under Appointments. The section appears once your business has appointment services.

• Cancellation deadline: Minutes before the appointment that customers can still cancel. For example, 20 lets a customer cancel up to 20 minutes before the start.
• Credit back enabled: When on, a cancellation before the deadline returns the credit the booking used to the customer's account, so they can book again with it. The cancellation email tells the customer the credit is back.

If you have not set an appointment policy, customers can cancel up to 24 hours before the start and an in-time cancellation returns the credit. The class-pack policy does not apply to appointments.

Credit back returns the appointment credit, not money. If the booking used no credit, nothing comes back.

Customer-initiated cancellations#

Customers can cancel their own appointments through their account:

1. Customer logs into their account
2. Goes to Activity and opens Appointments
3. Finds the appointment and clicks Cancel
4. Confirms the cancellation

Customers cannot cancel after your appointment cancellation deadline. When they try, Naayya tells them the deadline, for example "Cannot cancel within 20 minutes of the appointment", and asks them to contact the business.

Customer-initiated rescheduling#

Customers can also reschedule from their account:

1. Customer logs into their account.
2. Goes to Activity and opens Appointments.
3. Finds the appointment and clicks Reschedule.
4. Selects a new date and time.
5. Confirms the change.

The same availability rules apply: customers only see slots where the provider and required resources are free.

Handle last-minute changes#

For changes after the cancellation deadline:

1. Customer cancellation is blocked.
2. The customer contacts the business, and staff can cancel or move the appointment from admin.

Last-minute changes affect your schedule, so use discretion based on the circumstances.

Cancellation notifications#

When appointments are cancelled:

• Account status: The appointment appears as Cancelled in the customer's account
• Calendar status: The appointment status is updated to Cancelled in Admin
• Email: The customer receives a cancellation email. When the cancellation returned their credit, the email says so.

Prevent cancellations#

Customer-initiated appointment cancellations are blocked after your appointment cancellation deadline. Set a longer deadline in Admin > Settings > Policies if late cancellations are a problem, or turn off Credit back enabled if a cancelled appointment should not return its credit.

Clear policies communicated during booking help set customer expectations.