Cancel & Reschedule Bookings
How to handle cancellations and rescheduling
Things come up. Whether a customer needs to move their appointment or you need to cancel, this guide covers how to handle changes smoothly.
Find the Booking
Go to Bookings and find the appointment you need to change. Click on it to open the details.
To Reschedule
Click "Reschedule" and pick a new date and time from the available slots. The customer will be notified automatically by email.
Tip — Where possible, offer the customer 2–3 alternative times to choose from.
To Cancel
Click "Cancel Booking" and confirm. You'll be asked whether to issue a refund for any payments made.
Cancellation Reason
Optional reason shown to customer
Unexpected closure
Refund
Issue a full or partial refund
Full refund of deposit
Important — Cancelling a booking is irreversible. If the customer paid a deposit, decide on the refund before confirming.
Customer Notification
The customer receives an email notification for both reschedules and cancellations with the relevant details.
The booking has been updated and the customer has been notified.
What's next?
Related guides:
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