Digital Agency Tools Docs

Cancellations

Customers can cancel a booking themselves from the link in their confirmation email, up to 24 hours before it starts. Here is what they see, the rules, and what happens on your side.

How a customer cancels

  1. They open their booking confirmation email and click Cancel Booking.
  2. A Cancel booking page opens, branded with your colours, showing the booking details.
  3. They can give a Reason for cancellation. It is optional.
  4. They tick the box confirming they want to cancel, and click Cancel this booking.
  5. The booking is cancelled and they see a confirmation.

When a booking can be cancelled

The cancel page checks the booking first. It refuses, and tells the customer why, when:

  • the booking is already cancelled, completed or marked as a no show;
  • the booking time has passed; or
  • the booking starts within the next 24 hours.

The 24-hour cut-off is fixed. If the customer needs to cancel later than that, they have to contact you, and you cancel it from the meeting in the panel.

Self-service window

booked ──────────────┬───── 24h ──── start
   customer can cancel │  contact you
                       └─ cut-off

What happens when they cancel

  • The booking's status changes to cancelled, and the customer's reason is added to its notes.
  • If the booking was added to your Google Calendar, that event is removed.
  • The customer is emailed a cancellation confirmation. Where your business has a notification address on file, a notice is emailed to you as well.

The link is personal

Each cancellation link is tied to one booking and its customer. A link that has been altered or does not match shows "invalid or has expired" and asks the customer to contact you directly.

A meeting in the panel, with its status pill and the actions to confirm, complete, mark as no show or cancel
A booking opened from Meetings. A cancelled booking shows a Cancelled pill.

Refunds are separate

Cancelling does not refund the customer. If they paid, decide whether to refund and do it from the meeting: see Refunds and cash payments.

To cancel a booking yourself, open it under Meetings and use the cancel action. See Working with a meeting.
Abandoning payment is not a cancellation. A customer who leaves Stripe's checkout sees Payment Cancelled, is not charged, and the booking is not completed.

Related

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