Your cancellation policy is shown to clients at the point of booking — they must acknowledge it before confirming. This means you always have a clear basis to charge if they cancel late or don't show up.
Where to set it
Go to Settings → Payments. There's a Cancellation policy text box at the bottom of the page. Type your policy in plain English — keep it short and clear.
Example:
Cancellations with less than 24 hours' notice will be charged 50% of the session fee. No-shows will be charged in full.
What clients see
When a client reaches the final step of the booking page, your policy is displayed with a checkbox they must tick before they can confirm. If you have Stripe connected, their card is saved at this point — so you can charge the no-show fee from your appointments dashboard if they don't attend.
Charging a no-show fee
After marking an appointment as No show, you'll see a Charge no-show fee button on that appointment. This charges the client's saved card for the full session price. You confirm the charge before anything is taken.
No-show charging requires Stripe to be connected. See Setting up Stripe payments for details.
Tips for writing a clear policy
- State the notice period clearly (e.g. "24 hours" or "48 hours")
- Specify what percentage or flat fee applies to late cancellations vs no-shows
- Keep it to 2–3 sentences — clients are more likely to read something brief