Controlling Customer Cancellations

Cancel Online shown in the screenshot below is found in the Locations feature in your settings menu.

This is a customizable field so it may be listed as a different name, such as Facilities, etc. Choose the location and click on the edit button. You can control the deadline for customer cancellations. In the example below, the Cancel Online parameter is set to 24 Hours. This allows your customers to cancel a service (lesson, sim rental, etc.) at 24 hours or more before the appointment start time. If there are fewer than 24 hours before the appointment, customers cannot cancel. 

This controller does not affect employees. Customers can still call in and an employee can cancel for them.


Appointment Cancellation Examples

Customers can cancel their own appointments as long as the appointment start time is outside of the cancellation restriction window.

How the Cancellation Restriction Works

The cancellation restriction is defined in a specific number of hours (X) before the appointment start time.

  • If the appointment start time is more than X hours away:

    ✔️ The customer can cancel the appointment.

  • If the appointment start time is X hours away or less:

    ❌ The customer cannot cancel the appointment.

The system automatically compares the current time to the scheduled appointment start time to determine whether cancellation is allowed.

Example

  • Cancellation restriction: 24 hours
  • Appointment start time: Tomorrow at 3:00 PM

Scenario 1:

  • Current time: Today at 1:00 PM
  • Time until appointment: 26 hours
  • Result: ✅ Cancellation is allowed

Scenario 2:

  • Current time: Today at 4:00 PM
  • Time until appointment: 23 hours
  • Result: ❌ Cancellation is not allowed

Important Notes

  • The restriction applies to customer-initiated cancellations only.
  • Once the restriction window has been reached, customers must contact the business directly for assistance.
  • The cancellation restriction helps protect providers from last-minute cancellations while giving customers flexibility when enough notice is provided.

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