Cancellations and No-Show Protection

Overview

Cancelling an appointment and marking a no-show are both status changes with their own rules — cancellation reasons feed your reporting, and No-Show Protection can charge a fee to clients who booked and paid online but didn't show up.

Cancelling an appointment

Tap Cancel to open the cancellation reason screen. The reasons offered depend on the appointment's current status:

• From Booked: Rescheduling, Rejection, Customer Cancellation, or Nullify.

• From Confirmed: Wrong Entry, Customer Cancellation, Confirmed No Show, or Nullify.

• A Custom option lets you type your own reason in either case.

These reasons feed directly into your Cancellation Reason Breakdown and Cancelled Bookings Log reports, along with who cancelled it and when. Cancelling requires the appropriate permission on your account.

No-shows and No-Show Protection

You can only mark an appointment as No Show once its scheduled start time has passed, and doing so requires the appropriate permission.

If the client booked and paid online, and No-Show Protection is turned on for your business, marking them as a no-show brings up a confirmation showing exactly how much will be charged to their card — a percentage of the service cost that you set in advance.

To turn this on, enable No-Show Protection in your online profile settings and set a No-Show Fee Percentage (any value between 0 and 100). Once it's on, any qualifying booking shows a reminder that a fee will be charged if the client doesn't show up, along with the exact amount. This helps protect your revenue when prepaid online clients miss their appointment.

Notes & limitations

No-Show Protection only applies to bookings made and paid for online — it has no effect on offline/walk-in bookings. The fee is calculated purely as a percentage of the service cost; there's no fixed-amount option.