# Reschedule or Cancel Appointments

Change appointment times or process cancellations for your customers.

Canonical URL: https://www.naayya.com/help-center/reschedule-cancel-appointments
Category: appointments
Last updated: 2026-09-19T20:37:15Z

# 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.

To review appointment statuses and manage bookings from one list, see [View and Manage Appointments](/help-center/appointment-dashboard).

## 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**.

## Refund policies for cancellations

For customer-initiated cancellation, the appointment must be at least 24 hours away:

- Customers cannot cancel within 24 hours of the appointment start time.
- This cancellation flow does not promise a refund or credit return.

Ask the business about any money or credit outcome for a cancelled appointment.

## 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 if the appointment starts within 24 hours.

## 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 within 24 hours of the appointment:

1. Customer cancellation may be blocked by the 24-hour rule.
2. Contact the business for next steps.

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

The business may have additional notification settings for appointment changes.

## Prevent cancellations

Customer-initiated appointment cancellations are restricted within 24 hours of the appointment start time. The customer cancellation flow uses this fixed cutoff.

Clear policies communicated during booking help set customer expectations.