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.

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.