Your cancellation terms say when customers can cancel or move for free, and what it costs after that or if they don't turn up. Customers see them in plain words before they book. Open Settings and choose Cancellation terms.
Each policy is one plain sentence customers read, like: "Free to cancel or move until 48 hours before. After that, 50% of the price. Not turning up costs 50% of the price."
It's made from three choices and a note:
- Free to cancel or move until: how long before, or No free period.
- Cancelling after that: a share of the price, or nothing.
- If they don't come: a share of the price, or nothing.
- Anything else: a short note, like "Patch tests are free to cancel."
Each policy lists the services that use it.
Terms are versioned. A booking keeps the version it was made under, so a new version only applies to new bookings.
Open Settings, then Cancellation terms
Find the policy.
Choose New version
Change the free period, the charges or the note. Customers read shows the sentence as you go.
Choose Save version
New bookings use it. Bookings already made keep the terms they agreed to.
Earlier versions stay listed under Earlier versions, with how many bookings are still on each.
When a customer cancels late or doesn't turn up, the terms they agreed decide the fee. It shows on the booking and in Money under Due. You can Waive it, with a reason.
Choose Retire on a policy you no longer use. It leaves the list and the terms you can choose on a service. Bookings made under it keep it.