Reschedule an appointment#
When a customer or provider needs to change the appointment time:
- Go to Admin > Appointments
- Find the appointment you need to reschedule
- Click the menu icon and select Reschedule
- Choose a new date from the calendar
- Select an available time slot
- 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:
- Go to Admin > Appointments
- Find the appointment
- Click the menu icon and select Cancel
- Enter a cancellation reason (optional but recommended)
- 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:
- Customer logs into their account
- Goes to My Appointments
- Finds the appointment and clicks Cancel
- 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:
- Customer logs into their account
- Goes to My Appointments
- Finds the appointment and clicks Reschedule
- Selects a new date and time
- 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:
- You may need to make an exception and cancel manually as admin
- Consider whether a refund or credit is appropriate
- 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:
- Go to Admin > Settings > Booking
- Adjust your Cancellation Policy settings
- Set appropriate notice periods
Clear policies communicated during booking help set customer expectations.