Move, cancel or refund a booking

Open the appointment from the diary. The three quiet links under it — Reschedule, Cancel appointment and, once its start time has passed, Did not turn up — are everything you can do to it, and what each does to the client's money is fixed by a few rules, so you never have to work out a refund by hand.

Reschedule

Opens the times that are free for the same service and person. The deposit stays on the booking; nothing is charged or refunded. Tell the client — a move made from the diary does not send them a new confirmation.

Cancel appointment

Takes it out of the diary and refunds everything the client paid, whatever the timing. A shop cancelling keeps nothing — a deposit is for a client who lets you down, not for your own change of plan. The refund goes back to their card from your Stripe account, and shows against the booking.

Did not turn up

Keeps the deposit and counts against the client. After the number of no-shows set under Shop → Deposits and cancellation, that client is asked to pay in full when they book online. It appears only once the appointment should have started, and only for somebody who never arrived: once they are in the chair, the choice is Check out or Mark done.

When the client cancels

The link in their confirmation email lets them cancel or move it themselves, under the terms shown when they booked:

• Inside the free window (the hours you set under Deposits and cancellation): everything back, and they can move it instead — same service, same person, a free time.
• After the window: you keep the deposit and anything above it goes back. Someone who paid £28 in full against a £5 deposit gets £23 back, never loses the £28. Moving is no longer offered; they would have to ring you, and you can move it from the diary.