How can I enforce my cancellation policy?
To enforce your cancellation policy and charge your cancellation fee, you can either use a Cancellation Fee service, or you can adjust the service price for the appointment during checkout.
To ensure you can charge your cancellation fee, you can require a credit card in online booking and Express Booking™.
Charging a cancellation fee using a Cancellation Fee service
To create a Cancellation Fee service, you must be an Admin user, or you must have the Can manage service settings permission enabled in Staff Member settings.
Go to Settings > Services and add a new category for Cancellations.
![](https://images.ctfassets.net/oco7uqwlyque/7589zrdz8ftWqIdiOlXCso/8b69b201e5b634394bba3198b4ab5cb5/category_cancellations.jpg?w=640&h=267&fl=progressive&q=90&fm=jpg&bg=transparent)
Add a service called Cancellation Fee and update the Price.
For example, if you have a flat rate cancellation fee of $25, update the Price to $25.
If you charge a percentage of the service price for cancellations (e.g. 50% of the service price), update the Price to $0. During checkout, you will adjust the price as needed.
![](https://images.ctfassets.net/oco7uqwlyque/276cmBi8yyQa0fjKXwKYeC/ff5e82ec2e64b6b41004ba906503a1cc/cancellation_fee.jpg?w=640&h=426&fl=progressive&q=90&fm=jpg&bg=transparent)
On the calendar, select the appointment and select Cancel / Delete from the "..." menu. Select Late Cancellation or No Show.
![](https://images.ctfassets.net/oco7uqwlyque/6JzC9w2boLgozHYy8DlrkH/1130cf06ba73717e34e7abb36c2438e0/Charging_the_Cancellation_Fee.jpg?w=640&h=421&fl=progressive&q=90&fm=jpg&bg=transparent)
On the Sales screen, select New Checkout.
![](https://images.ctfassets.net/oco7uqwlyque/1Gy1xbXsdtzVVfrG7Aax5e/9c0f1a2e63910431ec8656b007ff5251/new_checkout_cancellation.jpg?w=640&h=427&fl=progressive&q=90&fm=jpg&bg=transparent)
Select the client and add the Cancellation Fee service. Adjust the price of the service, if needed.
![](https://images.ctfassets.net/oco7uqwlyque/3nkXui25OiYP8WYlWkZ0Ri/305db34e50f4d1e5a108bb0fe5389a3b/checkout_cancellation_fee_sale.jpg?w=640&h=745&fl=progressive&q=90&fm=jpg&bg=transparent)
Assign a staff member, if needed. This ensures that the staff member will receive any applicable service commission.
Select Go To Payments and complete the checkout as you normally would.
Charging a cancellation fee by adjusting the service price for the appointment
On the calendar, select the appointment and select Cancel / Delete from the "..." menu. Select Late Cancellation or No Show.
![](https://images.ctfassets.net/oco7uqwlyque/6JzC9w2boLgozHYy8DlrkH/1130cf06ba73717e34e7abb36c2438e0/Charging_the_Cancellation_Fee.jpg?w=640&h=421&fl=progressive&q=90&fm=jpg&bg=transparent)
In the appointment details, select Checkout.
![](https://images.ctfassets.net/oco7uqwlyque/2HmhZqxI8wjcV0BYuDpR1m/d2efa6e4d61653ad02068253078c88ed/checkout_cancellation_window.jpg?w=640&h=864&fl=progressive&q=90&fm=jpg&bg=transparent)
Change the service price to your cancellation fee.
![](https://images.ctfassets.net/oco7uqwlyque/5dyaYr7D6S2LvnvGV1dxKC/51be5eb504c6e7dd068696507b6db53f/checkout_cancellation_flat_rate_fee.jpg?w=640&h=800&fl=progressive&q=90&fm=jpg&bg=transparent)
Select Go To Payments and complete the checkout as you normally would.
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