Cancellation Policy for Appointments

MyTime allows you to set up a cancellation policy to restrict when clients are allowed to cancel their appointments. You can also charge a cancellation fee if clients do not adhere to your policy. 

Things to know: 

• Once a cancellation policy is set up, it applies to both canceled and no-show appointments, as well as new and existing client bookings.
  
• The cancellation window can be defined in hours or days
• The cancellation fee is only charged if the client cancels within the specified cancellation window. For example:
• If the cancellation window is set to 2 hours, a client who cancels 2 hours or less before the appointment will be charged the fee
• A client who cancels 2 hours and 15 minutes before the appointment will not be charged
• If a cancellation policy is applied to services, clients can cancel their appointment outside the cancellation window only if the appointment is still in a pending state. Once the appointment is accepted, the cancel link will no longer be visible, preventing clients from canceling online.
• A service cannot have both a cancellation fee and a deposit. If a deposit is required for a service, the cancellation fee will not be applied.
• Employees do not earn commission on cancellation fees
• Canceling In-Store
  • If the client booked online, their card on file will be automatically charged when the appointment is canceled.
  • If the appointment was booked by the business, you will be redirected to the POS to process the payment manually.

Contents:

• Configure Cancellation Policy
• Charge Cancellation Fee Online and In-Store

Configure Cancellation Policy

To configure a cancellation policy:

1. Navigate to Business Setup > Settings
2. Scroll down to the Cancellation Policy section
3. Choose your cancellation window option for "How far in advance must clients cancel their appointment?"
   • Up until appointment: Clients can cancel the appointment up until the appointment start time
   • Never: If you don’t want clients to be able to cancel online, select never
   • Custom: You can set a custom cancellation period here, allowing you to specify the number of minutes, hours, or days a client can cancel before an appointment starts 
4. Decide if you want to enforce a cancellation fee. If enabled, MyTime will require a credit card to hold appointments and enforce a cancellation policy. You can still choose to accept online payments or require payments in person. 
   • Select "Charge client the full amount for their appointment" if the cancellation fee should be the total price of the service
   • Select "Charge a percentage of the appointment value" if the cancellation fee should be a percentage of the total price of the service
   • Select "Charge a flat fee" if the cancellation fee should be a set dollar amount regardless of the service price
5. Save

The cancellation policy will now be visible to your clients on the checkout page on your booking widget. You can consider creating cancellation reasons for reporting purposes. Learn more here.

Charge Cancellation Fee Online and In-Store

To charge a cancellation fee online, your clients will:

1. Select the Cancel Booking link on the booking confirmation page
2. Confirm cancellation                                                                                                                                                                              
3. Agree to the cancellation fee                                                                                                                                        

The client's card will be automatically charged the cancellation fee, and the appointment will be successfully canceled. If the client does not agree to the cancellation fee, the appointment cannot be canceled online. 

To charge a cancellation fee in-store, your staff members can:

1. On the schedule, locate the appointment you wish to cancel
2. Click on the appointment
3. Select the Cancel Appointment link at the bottom left of the modal
4. There is a confirmation box that will populate, asking you to confirm this action. Confirm the cancellation by clicking Yes on the confirmation pop-up.
5. Confirm if you want to charge the cancellation fee                                                                    
6. If the client booked online, their card on file will be automatically charged. If the appointment was booked by the business, you will be redirected to POS to take payment. 

If you have any questions, please contact our Support Team at support@mytime.com.