Reschedule or Cancel Appointments

Reschedule an appointment#

When a customer or provider needs to change the appointment time:

1. Go to Admin > Appointments
2. Find the appointment you need to reschedule
3. Click the menu icon and select Reschedule
4. Choose a new date from the calendar
5. Select an available time slot
6. Click Confirm Reschedule

The system checks provider and resource availability before showing available slots. The customer receives an email notification about the change.

Cancel an appointment as admin#

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

1. Go to Admin > Appointments
2. Find the appointment
3. Click the menu icon and select Cancel
4. Enter a cancellation reason (optional but recommended)
5. Confirm the cancellation

The customer receives an email notification that their appointment has been cancelled.

Refund policies for cancellations#

When cancelling appointments:

• Cancellation window: Your settings determine how close to the appointment time cancellations are allowed
• Refund handling: Refunds for paid appointments must be processed separately through your payment system
• Credits: If the customer used credits, those can be restored manually

Check your appointment settings to understand your cancellation policy timeframes.

Customer-initiated cancellations#

Customers can cancel their own appointments through their account:

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

Customer cancellations follow the same policy rules you've configured. They cannot cancel if the appointment is within the restricted window.

Customer-initiated rescheduling#

Customers can also reschedule from their account:

1. Customer logs into their account
2. Goes to My 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 providers and resources are free.

Handle last-minute changes#

For changes within your cancellation policy window:

1. You may need to make an exception and cancel manually as admin
2. Consider whether a refund or credit is appropriate
3. Document the reason for tracking purposes

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

Cancellation notifications#

When appointments are cancelled:

• Customer email: Automatic notification with cancellation details
• Provider notification: Staff members assigned to the appointment are notified
• Calendar update: The slot becomes available for new bookings immediately

Notification emails include the cancellation reason if one was provided.

Prevent cancellations#

To discourage last-minute cancellations:

1. Go to Admin > Settings > Booking
2. Adjust your Cancellation Policy settings
3. Set appropriate notice periods

Clear policies communicated during booking help set customer expectations.