Rescheduling and cancellations

Clients rescheduling from their portal

Clients can move their own session from their client portal with Reschedule or cancel. They see your open times that fit their package and pick a new one. The old time is freed and the client gets an email. You get one too if you've set a notifications address.

You set the limits in Settings > Client portal:

• Self-reschedule cutoff (hours before session): inside this window, they can't move it themselves.
• Self-reschedules allowed per booking: after this many moves, they have to ask you.

When they're past either limit, the portal asks them to contact you instead.

Cancel requests

Clients can't cancel on their own. On the same portal page they see your Cancellation policy (also set in Settings > Client portal) and a Send cancellation request button, with room for a reason.

When they send one:

• You get an email you can reply to directly, if you've set a notifications address.
• The booking shows at the top of your Today page as "asked to cancel", and in the menu badge.
• The booking's page shows a note with the date they asked.

Reply to them and agree what happens. Then cancel the booking, or click Dismiss to clear the note if they're keeping it.

Cancelling a booking yourself

1. Open the booking's page.
2. Click Cancel booking….
3. Leave Email [first name] that it's cancelled ticked to let them know, and add a note to the email if you like.
4. Click Cancel booking and free the time, then click again to confirm.

Only owners and admins can cancel. Cancelling:

• Frees the time so others can book it, and emails anyone on the waitlist.
• Closes any unpaid payment links.
• Removes the session from Google Calendar if it's connected.

Nothing is refunded when you cancel. Refunds are made in your Stripe dashboard. To give back a gift card payment, use the Put [amount] back on the gift card button on the booking's page.

Moving a session yourself

1. Open the booking's page and find Move to another time.
2. Pick An open time from the list, or choose Or a date and and time for any time you like.
3. Leave Email [first name] the new time ticked to let them know, and add a note to the email if you like.
4. Click Move booking.

If the new time overlaps another session, you're warned. Pick another time, or tick Move it anyway if it overlaps another session and click Move booking again.

The old time opens up again for clients, unless it was a time you made by hand (those are never opened to clients). The calendar is updated, and moving a booking yourself doesn't count toward the client's own reschedule limit.