This article guides you through how to access and set up your appointment cancellation and no-show policies. It also explains how these settings affect deposits and how refunds are processed based on the client's payment method.
🔍 Where to Find These Settings
Business vs. Location Settings
Throughout this article, you’ll see settings marked with 🌐 (Business Settings only) or 📍 (Business + Location Settings).
🌐 Business Settings: Edit here to apply changes account-wide.
📍 Location Settings: Customize here to override the global 🌐 setting for just that location.
If you're a single-location business:
You’ll manage everything under Business Settings 🌐. Location settings 📍 will be visible but locked.
➡️ Pro tip: Editing a setting at the 📍 location level always overrides the 🌐 business setting for that specific location.
If You Have Multiple Locations:
Go to 📍 Locations in your main menu.
Select the location you want to update.
Click the Policies tab.
Scroll to Appointment Cancelation / No-Show Policy.
Click the edit pencil ✏️ to open settings.
Update cancelation fees, no-show fees, and choose whether clients lose or keep their pass.
Click Save.
If You Only Have One Location:
Click your profile icon (top-right).
Select 🌐 Business Settings.
Click Appointment Settings.
Scroll to Appointment Late Cancelations.
Click the edit pencil ✏️.
Choose your fees and whether clients lose their session if they miss or cancel late.
Click Save.
Appointment Deposit Rules and Cancelation / No-Show Policy Settings
This section outlines how and when payments are collected, retained, or refunded—based on your deposit rules and the client's payment method.
Appointment Deposit Settings
The appointment deposit is set up under 🌐 Business Settings
The appointment deposit can only be updated under 🌐 Business Settings. It is a global setting that applies to all appointments and all locations.
Appointment Late Cancelation Settings
Fee/penalty processing for appointment late cancelations
Appointment Late cancel fees can be applied to both unlimited and limited plans/drop-ins. Late cancel fees are charged 24 hours after the appointment time.
Session, deposit or credit deduction can be applied to limited plans/drop-ins. The pass deduction or refund occurs immediately after the late cancel occurs.
For multiple-location businesses, appointment late cancel policies can be set under 🌐 Business Settings level or under 📍Location Settings.
➡️ Pro tip: Editing a setting at the 📍 location level always overrides the 🌐 business setting for that specific location.
When late cancelling an appointment via the Front Desk that was booked using a plan or a drop-in, staff have the option to adjust the fee and pass settings at time of cancelation.
When late cancelling an appointment via the Front Desk that was booked unpaid, staff have the option to adjust the fee and pass settings at time of cancelation. In addition, if "will also lose" a pass is selected staff are required to select which plan to deduct the pass from.
Appointment No-Show Settings
Fee/penalty processing for appointment no-shows
Appointment no-show fees can be applied to both unlimited and limited plans/drop-ins. No-show fees are charged 24 hours after the appointment time.
Appointment session, deposit or credit deduction can be applied to limited plans/drop-ins. The pass deduction or refund occurs immediately after the no-show occurs.
For multiple-location businesses, appointment no-show policies can be set under 🌐 Business Settings level or under 📍Location Settings.
➡️ Pro tip: Editing a setting at the 📍 location level always overrides the 🌐 business setting for that specific location.
Appointment Online Cancelation & Refund Policy
Appointment late cancel and no-show refunds can be refunded to original payment or account balance. Refunds are applied immediately after the late cancel or no-show occurs.
The appointment online cancelation policy is set up under 🌐 Business Settings
The default is set to allow online cancelations but you can choose to only allow cancelations if they are outside the late cancel window or choose to not allow appointment online cancelations at all.
The appointment online cancelation and refund policy can only be updated under 🌐 Business Settings. It is a global setting that applies to all appointments and all locations.