Client cancellation and rescheduling
How to let clients cancel and reschedule on their own, set a deadline and a late-cancellation rule, and what happens to the time that frees up.
Updated
On this page
Where to set it upHow the client does itWhen an action is unavailableWhat happens in your calendarFAQA client can cancel or reschedule their booking on their own, without calling you. You decide whether this is allowed at all, until when, and what happens if the client is too late.
Where to set it up
“Settings” → “Booking”, the “Client actions” block:
- “Client can cancel a booking” — allows self-service cancellation.
- “Client can reschedule a booking” — allows self-service rescheduling.
- “Cancellation allowed until visit by” — how many hours before the visit cancellation closes. 0 to 720 hours.
- “Reschedule allowed until visit by” — the same for rescheduling.
- “Late cancellation” — what is allowed after the deadline:
- “After deadline the client cannot change it” — the default;
- “Allow cancellation only, no reschedule” — cancelling is possible right up to the start of the visit, rescheduling only until the deadline.
0 hours means the client can cancel or reschedule right up to the start of the visit.
Click “Save” after making changes.
How the client does it
After booking, the client gets a notification with a link to the “Manage booking” page. They can open the same page from the “My bookings” cabinet with the “Manage booking” button.
The page has an “Actions” block:
- Cancel. A “Cancel” button and the confirmation “Are you sure you want to cancel this booking?”. For recurring bookings there are two buttons: “Cancel only this visit” and “Cancel the whole series”.
- Reschedule. The client expands “Reschedule”, picks a new date and time and clicks “Confirm reschedule”. Rescheduling keeps the same specialist and service. Only free times are shown, following the same rules as when booking.
Afterwards the client sees “Booking cancelled.” or “Booking rescheduled.” and gets a notification through their chosen channel.
When an action is unavailable
Instead of the buttons the client sees an explanation:
- “This business does not allow self-service cancellation. Contact the specialist directly.” — “Client can cancel a booking” is off.
- “This business does not allow self-service rescheduling. Contact the specialist directly.” — “Client can reschedule a booking” is off.
- “Cancellation or rescheduling is unavailable less than N hours before the visit. Contact the specialist directly.” — the deadline has passed. For cancelling, N is “Cancellation allowed until visit by”; for rescheduling, it is “Reschedule allowed until visit by”.
- “This booking can no longer be changed.” — the visit has started or is over, or the booking is already cancelled.
- “To cancel or reschedule this booking, contact …” — your business currently has no active YEMISCE access, so self-service actions are off.
The page also shows your contact details so the client can reach you.
What happens in your calendar
- A cancelled booking gets the status “Cancelled”, and its time becomes available for new bookings.
- A rescheduled booking moves to the new time.
- Where a cancelled or rescheduled booking was (if it had not started yet), a “freed” marker appears. How to fill that time quickly is covered in Freed-up time: how to fill it.
- If a client cancels a booking for today and “open today” is on, the freed time appears as a draft in “Free openings” or is published right away. See “Open today”.
FAQ
Can a client move a booking to another service or specialist?
No. The client cancels and books again, or you change the booking yourself in the calendar.
A client cancelled a booking from a session package. Is the session returned?
It depends on “A visit is forfeited if cancelled less than”. If the client cancels later than that, they see a warning before cancelling that the visit will be forfeited. See Session packages.
How do I cancel for a client after the deadline?
As the business you can cancel any booking in the calendar — see Cancelling a booking as a business.