Cancellations and no-shows

The free cancellation window

In Settings → Booking rules, Clients can cancel or move online until sets your notice period (for example 24 hours before). Clients can cancel or move for free online before then. After it, they're asked to contact you.

Fees

In Settings → Money → Cancellations & no-shows:

• Late cancellation fee and No-show fee: an amount for each.
• Running late: mark a no-show after a number of minutes.
• Charge fees: From the card on file automatically, or Ask me first so you decide each time.

Charging a fee needs card payments, and a card saved when the client booked (see Deposits, paying up front and card on file).

Deposits when someone cancels

• Keep if late, refund if on time (the usual choice).
• Always keep.
• Always refund.

Charging a no-show fee

Mark the appointment as a no-show after its start time. With a card on file, you'll be asked "Charge the [fee] from your Money settings to the card on file?" Once charged, the appointment shows Fee charged.

Your policy wording in Booking rules ("Deposits, lateness, kids, what happens if you miss an appointment…") is shown to clients before they confirm.