Before a client cancels an appointment booked online, it is always a good idea to quickly check the business cancelation policy – it avoids surprises and awkward emails later.
Client cancellations
Clients can cancel appointments directly from the confirmation email they receive after booking through the online Booking Website. No login, no app, no detective work in the inbox – just a simple button.
How clients cancel
Client finishes the online booking
After booking a service on the Booking Website (for example from Setup or the public booking link), the client sees a confirmation screen with the appointment details.Client receives a confirmation email
The system sends an email with all appointment details to the client. In that email there is a Manage Appointment button.Clients simply click the Manage Appointment button in the email to open the appointment management page in the browser.
Client selects “Cancel booking”
On the appointment management page, the client sees the appointment details and a Cancel booking button. Clicking this button starts the cancelation process.Client confirms the cancelation
A confirmation message appears asking if the client is sure about canceling. This is the last chance to back out if they clicked by accident.
The client confirms the choice to complete the cancelation.Appointment is canceled
After confirmation, the appointment is marked as canceled in the calendar in Calendar, and the client sees a confirmation message on screen. Depending on the notification settings, the business may also receive an email about the cancelation.
Things to keep in mind
Cancelation policy
If a cancelation policy is configured, clients may only be able to cancel up to a certain time before the appointment. After that, the Cancel booking option might not be available.Rescheduling instead of canceling
Depending on the Booking Website settings, clients may also see an option to reschedule from the same Manage Appointment page. This can be handy when plans change but the service is still needed.If the email is missing
If a client cannot find the confirmation email, it usually helps to check the spam or promotions folder, or search the inbox for the business name or subject line containing the appointment details.
Where to manage settings
To adjust how online cancelations work, including cancelation rules and Booking Website behavior, open Setup and review the Booking Website configuration and calendar settings for appointments in Calendar Settings.