Who Is This Article For?
This article is primarily intended for practitioners, but can also be used by staff who manage calendars and appointments on behalf of others.
When a client want to cancel an appointment prior to the cancellation deadline, they can do so through the client portal and booking details page linked to from the appointment reminders.
When a client wants to cancel an appointment after the cancellation deadline has passed, they must contact you so that you can cancel it.
You then have two ways to handle the cancellation, depending on whether you want to charge for the session:
Cancel the appointment: the client is not expected to pay.
Mark as no-show: the client will be invoiced as normal.
In both cases, the appointment is removed from your calendar and the time becomes available for new bookings.
How Do I Set a Cancellation Deadline?
A clinic administrator can set a cancellation deadline (for example 48 hours) by editing the relevant service. See our guide on creating a services.
Cancel an Appointment Without Charging
Find the appointment in the calendar.
Click the delete icon in the upper-right corner.
Enter an optional message and choose whether a notification should be sent.
What Happens to the Invoice?
The draft invoice created for the booking is removed. If the invoice has already been issued or paid, you will see a warning indicating that the invoice will be credited.
Cancel an Appointment but Still Charge
If a client cancels after the cancellation deadline, it may still be appropriate to charge for the session depending on your terms.
Go to the client’s appointment list.
Click to the right of the appointment and select No-show.
The appointment will be removed from your calendar so the time can be booked again. Note that the client does not receive an automatic notification of this action.
What Happens to the Invoice?
The invoice is unchanged. If you want to charge a reduced fee for a late cancellation, you can edit the price of the booking from the calendar