How do I cancel or change an appointment?

Open the appointment in Calendar and you will see two buttons: Reschedule Booking moves it to another day or time, Cancel Booking cancels it completely. You can do both whenever you want — even if the deadline for free cancellation has passed or the appointment is in a little while. This deadline applies only to the client, not to you — and the client can also cancel or change the time themselves, from the link in their confirmation, until that deadline.

How do I change the time of an appointment?

If the appointment includes more than one service together, rescheduling moves all bookings together, maintaining their order.

Team members with the "Staff" role can move only their own appointments, and cannot move one paid with a session from a session pack once it has started — only you, an admin or a receptionist can.

How do I cancel an appointment?

Team members with the "Staff" role can cancel their own appointments, but they cannot return the session to the client — only you, an admin or a receptionist can. When they cancel an appointment paid with a session from a session pack, the cancel dialog tells them the session will not be returned and who can return it.

What happens to the client's session after the cancellation deadline?

In Settings, you set a deadline for free cancellation (e.g., 24 hours before the appointment). This deadline determines when the client can cancel on their own and automatically get their session back — it does not determine if you can cancel. Even if the deadline has passed, you can cancel the appointment at any time and you decide whether the session will be refunded — for example, as an exception for a client who canceled at the last minute for a serious reason.

Can I stop late cancellations altogether?

Yes. In Settings, under "Cancellation Policy", turn on "Block Late Cancellations". With it on, a client can no longer cancel on their own once the deadline has passed. They see it stated on the cancellation screen beforehand, along with the exact moment the deadline closes. You can still cancel whenever you want from the Calendar.

It is mainly useful if your classes are free: there is no session to lose, so the deadline on its own changes nothing. Bear in mind that the place is not freed — it never passes to anyone on the waitlist, and the client who will not turn up stays on the attendance list. If your classes fill up, it is usually better left off.

Is the client automatically notified?

Yes. If the client has a registered email and you have email notifications enabled in Settings, they receive an automatic email for both rescheduling and cancellation, without you needing to inform them yourself.

What can the client do on their own?

After booking, the client sees their booking as a ticket — the day and time on your clock, the services, what they pay, your address. For an appointment, the ticket also has an Add to calendar link, and the client receives a confirmation email with a calendar file attached. The email also carries a link to their booking page, which stays valid until a day after the appointment — even if you move the appointment to another day, the same link follows it.

From that page, until your free cancellation deadline, the client can:

• Press Change time and pick another day or time from the same availability your booking page shows. The booking keeps its professional when they are free at the new time; if the client chose another professional, the new one is kept. A session paid from a session pack stays on the booking. The client receives an email about the change, with the new calendar file. The professional of the booking receives an email too, if they have an email on file and you have "Notify Staff on New Booking" turned on in Settings. You receive an email only if you are the professional of the booking — otherwise you see the change in the Calendar.
• Press Cancel booking, as before.

Once the deadline has passed, the client can no longer change the time; they can still cancel unless you have Block Late Cancellations turned on, in which case the page asks them to contact you and shows your phone number. A client who has an account also finds the same Manage link in their dashboard, next to the upcoming appointments they booked online. Class bookings cannot be moved by the client — only cancelled.

In the Calendar you see a moved booking at its new time, like one you moved yourself.

What happens if the spot belongs to a class with a waitlist?

If the appointment was within a class that was full, the cancellation frees up a spot that can be automatically offered to the next person on the waitlist. See how this works in How does the waitlist work?.