Updating Cancellation Policy

The cancellation policy sets how late a client can cancel their own appointment from the Booking Website. Each location has its own policy, so a busy city studio and a quiet suburban one do not have to share a rule. You need access to Settings. Custom policy wording and booking terms require Pro; the generated wording is available on every plan.

Open booking policies

1. Open Settings.
2. Choose Calendar and schedule.
3. Open Booking policies.
4. Expand the location you want to update. The selected location opens by default.

Each location saves on its own, so changing one location leaves the others untouched.

Set the free-cancellation window

1. In the location's section, find Cancellation policy.
2. Pick how long before the start a client can still cancel: Anytime, a number of hours (1 to 24), or a number of days (2 to 7). You can also type a number of hours.
3. Click Save for this location.

After that window closes, the client can no longer cancel themselves; they have to contact you, and you cancel from the calendar. Anytime lets a client cancel right up to the start.

The cancellation window controls client self-service. Charges and deposit refunds are configured separately in Payment settings.

Give rescheduling its own window

By default clients can reschedule as late as they can cancel, so one setting covers both.

1. Find Reschedule policy below the cancellation window.
2. Switch it on to set a different window, for example cancel up to 24 hours before, but reschedule up to 2 hours before, and pick that window.
3. Click Save.

Switch it back off and rescheduling follows the cancellation window again.

Write your own wording

Appointible generates the sentence clients read from the window you picked. You can replace it with your own, and add booking terms that clients accept when they confirm.

1. Under Cancellation policy, click Add custom policy and write your own sentence. Reset to default brings back the generated wording.
2. Do the same under Reschedule policy if you set one.
3. To add terms clients see on the last step of online booking and in their confirmation email, switch on Booking terms and write what clients should know before they arrive.
4. Click Save.

Expand What this means for a client to read back exactly what these settings add up to before you save.

Review related settings

1. Save your changes before leaving the page.
2. Under Related settings, open Payment settings to review deposits, no-show fees and their cancellation rules.
3. Open Online booking to review the public booking page.

Both pages link back to Booking policies and to each other. Related settings remains visible here even when custom policies are unavailable. Links are omitted if you cannot access the destination. Check the location name after navigating.

Check the booking page

After saving, the updated policy appears on the Booking Website, usually within 1–5 minutes. Clients see it before confirming an appointment, so expectations are clear from the start.

See Configuring Booking Website or Navigating Settings for more navigation guidance.