Protect Your Time and Set Clear Expectations
Last-minute cancellations and no-shows can leave gaps in your schedule that are difficult to fill.
A Cancellation & No-Show Policy lets you set expectations before clients book and gives you the option to charge a fee for eligible Mobile Pay appointments when your policy applies.
Before You Begin
Cancellation and No-Show Policies work with Mobile Pay.
To charge a Cancellation or No-Show fee, the client must have an eligible confirmed Mobile Pay appointment with a payment method on file.
💡 Good to Know: Setting up a policy doesn't mean clients are automatically charged when they cancel or miss an appointment. You'll still decide whether to charge an eligible fee.
Set Up Your Policy
How to Get Started
Open Settings.
Tap Bookings.
Select Cancellations & No Show Policy.
Choose the policy settings you'd like to use.
Review your selections and save your changes.
Customize Your Cancellation Policy
Your Cancellation Policy lets you decide what happens when a client cancels too close to their appointment.
You can customize:
How far in advance a client must cancel to avoid a fee
The percentage of the service amount you'd like to charge when the policy applies
This gives you flexibility to create a policy that makes sense for your business and schedule.
Customize Your No-Show Policy
You can also set a fee for eligible appointments when a client doesn't arrive for their scheduled appointment.
Choose the percentage you'd like to charge when your No-Show Policy applies.
Tips aren't included when calculating Cancellation or No-Show fees.
What Clients See
Your policy is shown to clients as part of the booking experience so they can review it before confirming their appointment.
The applicable policy is also available with the appointment details after booking.
This helps both you and your client understand the expectations attached to the appointment.
💡 Tip: You can also reinforce important booking expectations in your Auto Comment, especially if there's anything specific clients should know before arriving.
What Happens When a Policy Applies?
Cancellation and No-Show fees are not charged automatically.
If an eligible client cancels within your policy window or doesn't show up for their appointment, you'll have the option to charge the applicable fee.
You'll need to manually select Charge to process it.
If you choose not to charge the fee, no Cancellation or No-Show fee will be collected.
For the full process, see Charging a Client for Cancellation and No-Show Policy.
Good to Know
Cancellation and No-Show Policies require an eligible Mobile Pay appointment for a fee to be charged.
Fees aren't automatically collected simply because your policy applies.
You decide whether to charge an eligible Cancellation or No-Show fee.
Tips aren't included when calculating the fee.
If you cancel an appointment, the client can't be charged a Cancellation or No-Show fee for that appointment.
If you reschedule an appointment, the original policy is no longer enforceable if the client can't attend the new time.
Best Practices
Choose a policy that protects your schedule while still making sense for your clientele.
Make sure clients can clearly understand your expectations before booking.
Keep your policy consistent so regular clients know what to expect.
Communicate directly with clients when unusual circumstances come up.
Review your policy periodically as your business and booking habits change.
Still Need Help?
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