Cancellation Policies

Control how and when customers can cancel their appointments. You can set a free cancellation window — cancellations within the window are instant, while cancellations outside the window require your approval.

Setting the Policy

1. Go to Calendar Settings > Cancellation Policy
2. Select a Free Cancellation Window from the dropdown
3. Click Save Changes

Available Options

Window	Behavior
No restriction	All cancellations require your approval
1 hour before	Free cancellation up to 1 hour before the appointment
2 hours before	Free cancellation up to 2 hours before
4 hours before	Free cancellation up to 4 hours before
6 hours before	Free cancellation up to 6 hours before
12 hours before	Free cancellation up to 12 hours before
24 hours before (default)	Free cancellation up to 24 hours before
48 hours before	Free cancellation up to 48 hours before
72 hours before (3 days)	Free cancellation up to 3 days before
168 hours before (1 week)	Free cancellation up to 1 week before

How It Works for Customers

Customers receive a cancellation link in their confirmation email. When they click it, they see their appointment details and three options:

Within the Free Cancellation Window

If the appointment is far enough in advance (beyond the policy window):

1. Customer clicks Cancel Appointment
2. The appointment is cancelled immediately
3. A cancellation confirmation email is sent
4. The time slot becomes available for other bookings

Outside the Free Cancellation Window

If the appointment is too close (within the policy window):

1. The page shows a notice: “Cancellations within X hours of the appointment require approval from the calendar owner”
2. Customer clicks Request Cancellation
3. The appointment status changes to Pending Cancellation
4. You receive an email notification about the cancellation request
5. You can approve or deny the request from your dashboard

Reschedule Option

Customers can also choose Reschedule Appointment instead of cancelling. This redirects them to your booking page with their details pre-filled so they can pick a new time.

Managing Cancellation Requests

Pending cancellation requests appear in your dashboard. You can:

• Approve — The appointment is cancelled and the customer is notified
• Deny — The appointment remains confirmed

Example

With a 24-hour cancellation policy:

• An appointment on Friday at 2:00 PM can be freely cancelled until Thursday at 2:00 PM
• After Thursday 2:00 PM, any cancellation request requires your approval