Booking & calendar
Cancellations & no-shows
Who can cancel, what counts as late, and exactly what happens to a deposit in every case.
What counts as late
A cancellation is late when it happens inside your cancellation window (24 hours by default). See Free cancellation until.
- Client or assistant cancels inside the window: always late.
- Your team cancels: never late, unless you choose The client cancelled late (apply the policy). Inside the window that option is preselected; the other is Cancel without a penalty.
What happens to the deposit
| Case | Deposit | Automatic? |
|---|---|---|
| Cancelled in time | Refunded in full | Yes |
| Late cancel, “keep the deposit” on (default) | Kept | Nothing to do — it’s already in your Stripe |
| Late cancel, “keep the deposit” off | Refunded in full | Yes |
| Your team cancels without a penalty | Refunded in full | Yes |
| Cancelled before it was paid | Nothing was charged | — |
| No-show | Kept | — |
| Completed | Stays paid — the rest is paid at the shop | — |
| Moved to a new time | Stays with the booking | — |
Before you confirm a cancel or no-show, the booking sheet tells you what will happen: “The $20 deposit will be refunded to the customer automatically” or “The $20 deposit is kept.”
Note
Refunds are always the full deposit. For a partial refund, or if an automatic refund fails, refund it in your Stripe Dashboard. You get an alert when a refund fails. See How Stripe Connect works here.
Fees
A late-cancellation or no-show fee you’ve set is noted on the appointment (“A $15 late-cancellation fee is noted — not charged automatically”) for your team to collect next visit.
No-shows
- Your team marks No-show from the booking, once the appointment has started.
- It adds to the client’s no-show count. After 2 (by default), they need a deposit to book online.
- Late cancels are counted too, and shown on the client’s profile.
Letting the client know
When your team cancels or moves an appointment, Let the customer know is on by default and sends them a message. It waits until 08:00–21:00 in your time zone, unless the appointment is sooner. For a no-show, nothing is sent automatically.