Charge a Late-Cancellation Fee

Your cancellation window is how many hours before an appointment a customer can cancel for free. If a customer cancels inside that window, you can charge a late-cancellation fee. You set the fee once, and it's filled in for you whenever a late cancellation is recorded. It's never offered when you're the one cancelling.

The same fee applies to grooming bookings, daycare visits and boarding stays.

Step 1: Set your cancellation window and fee

1. Go to Settings and select Organization under Business.

2. Scroll to the Fees & Policies card.

3. Enter your Cancellation window (hours), from 0 to 168 (one week). Customers can cancel or reschedule online up to this many hours before their appointment. Inside the window, they're asked to call you instead.

4. Under Late-cancellation fee, choose one of the following:

   • Off: no fee is suggested.
   • Fixed: the same amount for every booking. Enter the amount.
   • % of booking: a share of the booking total, after discounts and before tax. Enter the percentage.

5. Click Save Fees & Policies.

   

Customers see your cancellation policy on your online booking page before they confirm a booking, for example: "Free cancellation up to 48 hours before. Late cancellation: $25.00."

Step 2: Cancel a booking and charge the fee

When a customer phones or messages to cancel inside your window:

1. Open the booking.

2. Click the ⋮ menu next to the booking's buttons, then select Cancel Booking. The window tells you the cancellation is inside your cancellation window.

3. Under Who cancelled?, leave The customer selected.

4. Charge late-cancellation fee is ticked, with your fee filled in. Change the amount if you need to, or untick it to cancel without a fee.

   

5. Click Cancel booking & charge.

What happens to the fee

• The customer has a card on file: the card is charged and the invoice is marked paid.
• No card on file: an unpaid invoice with a Late cancellation fee line is created for you to collect later.
• They paid a deposit when they booked online: the deposit goes toward the fee.

When you cancel on the customer

If you need to cancel, for example because a groomer is off sick, select We did under Who cancelled?. No fee is offered, and the button changes to Cancel booking.

Note: Outside the cancellation window, or if your late-cancellation fee is Off, cancelling a booking works as before, with no fee.

Daycare and boarding

Open the daycare visit or boarding stay and cancel it from the ⋮ menu. If the cancellation is inside your window, the same choices appear: Who cancelled?, then the fee.