🎉 Introducing Softalon Payments: Get paid online with 0% commission, from day one.

Softalon

  1. 1.Before you start
  2. 2.Open the booking settings
  3. 3.Set up rescheduling
  4. 4.Set up canceling
  5. 5.Save
  6. 6.How the rules work
  7. 7.What clients see when it's turned off
  8. 8.If something is off
  9. 9.Common questions
Guide

Let clients cancel or reschedule online

Allow clients to cancel or move their own appointments, and set how close to the start time they still can.

3 min readRole: Super Administrator or higherBooking websiteUpdated October 25, 2026
Open in the app

Clients can cancel or reschedule from their account on your booking site, from links in your messages, or by asking the AI assistant. You decide whether they can, and up to how close to the appointment.

Before you start

  • You need the Super Administrator or Owner role.
  1. 1

    Step 1 of 4

    Open the booking settings

    Go to Settings › Booking and scroll to the Policies & Restrictions card.

  2. 2

    Step 2 of 4

    Set up rescheduling

    Turn on Allow Rescheduling. Then pick a Minimum Time Before Rescheduling, from 15 minutes up to 72 hours. Choose Disabled to let clients reschedule right up to the start time.

  3. 3

    Step 3 of 4

    Set up canceling

    Turn on Allow Canceling. Then pick a Minimum Time Before Cancellation the same way.

  4. 4

    Step 4 of 4

    Save

    Click Save at the bottom of the card.

    You will see:

    A Settings Updated message appears.

How the rules work

The minimum time counts back from the appointment's start time. With a 24-hour minimum, a client with a Friday 3:00 PM appointment can cancel until Thursday 3:00 PM. After that, the request is refused with a message that explains your policy.

A reschedule must also follow your booking rules for the new time:

  • the new time must be at least the Minimum Time Before Booking away, and
  • it can't be further out than Maximum Time for Booking in Advance.

When a client reschedules, the appointment's status follows Status After Reschedule in the Appointment Defaults card. Choose Revert to Default Status if you want to re-approve moved appointments. See Approve bookings before they're confirmed.

Write your cancellation policy on a custom page and link to it from your header or footer, so clients know the rules before they book. See Add a custom page.

What clients see when it's turned off

If Allow Rescheduling or Allow Canceling is off, the matching option in the client's account is grayed out. If a client asks the AI assistant, it follows the same rules.

Your team isn't affected. You can always cancel or move appointments from the calendar. See Cancel an appointment or mark a no-show and Reschedule an appointment.

If something is off

A client says the cancel button doesn't work

Check the Minimum Time Before Cancellation. If the appointment starts sooner than that, canceling online is blocked. Cancel it for them from the calendar if you agree.

Clients can't pick a new time far enough ahead

Raise Maximum Time for Booking in Advance in the same card. Reschedules can't go past that limit.

Common questions

Yes. The two switches are separate.

Was this useful?

Related guides

Booking settings explainedEvery setting on Settings › Booking: time slots, appointment defaults, custom fields, and the policies that control what clients can do.Approve bookings before they're confirmedMake new online bookings wait for your approval, and choose whether rescheduled appointments need approval again.Cancel an appointmentCancel an appointment from your account or from a link in the salon's message, and learn why canceling is sometimes not possible.
PreviousBooking settings explainedNextApprove bookings before they're confirmed