Enforce Your Cancellation Policy

To enforce your cancellation policy and charge your cancellation fee, you can either use a Cancellation Fee service, or you can adjust the service price for the appointment.

To ensure you can charge your cancellation fee, you can require a credit card in online booking and Express Booking™.

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Charging a cancellation fee using a Cancellation Fee service

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To create a Cancellation Fee service, you must be an Admin user, or you must have the Can manage service settings permission enabled in Staff Member settings.

Open the Services app and add a new category for Cancellations.

Add a service called Cancellation Fee and update the service price.

• For example, if you have a flat rate cancellation fee of $15, set the price to $15.

• If you charge a percentage of the service price for cancellations (e.g. 50% of the service price), set the price to $0. During checkout, you will adjust the price as needed.

Go to the calendar and select the appointment. Select the three-dot menu and select Cancel/Delete.

Select Late Cancellation or No Show.

Open the Sales app and select New Checkout.

Select the client and add the Cancellation Fee service. Adjust the service price if needed, and assign a staff member if needed. Assigning a staff member ensures the staff member will receive any applicable service commission.

Select Go To Payments and complete the checkout as you normally would.

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Charging a cancellation fee by adjusting the service price for the appointment

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Go to the calendar and select the appointment. Select the three-dot menu and select Cancel/Delete.

Select Late Cancellation or No Show.

In the appointment details, select Checkout.

Change the service price to your cancellation fee. Select Go To Payments and complete the checkout as you normally would.