Getting paid
Set your cancellation policy
Set a cancellation cutoff and fee, and see what happens to refunds when a client cancels, reschedules or doesn't show up.
Your cancellation policy sets how close to an appointment a client can cancel without a fee. It applies to all your services.
Set your policy
Go to Settings › Cancellation Policy and fill in:
- Cancellation cutoff (hours): clients can cancel without a fee at least this many hours before their appointment. The default is 24.
- Cancellation fee: the fee for cancelling inside the cutoff, in your account's currency.
- Policy description (optional): anything else clients should know, up to 500 characters. It appears below the standard cancellation message.
Select Save. A preview on the same page shows how the policy will look to clients.
Clients see your policy on your booking page, at checkout, and in their booking confirmation and reminder emails. For example: "Cancel at least 24 hours before your appointment to avoid a $25 cancellation fee."
When a client cancels
Clients can cancel from their booking page with Cancel this booking. Before they confirm, they're told exactly what will happen.
| When they cancel | What happens |
|---|---|
| Before your cutoff | Anything they paid is refunded automatically. |
| Inside your cutoff, having paid | Your fee comes out of what they paid, and the rest is refunded automatically. |
| Inside your cutoff, having paid nothing yet | The fee is recorded on the booking as owed, and you collect it from them yourself. |
butterbook.ing never charges a client's card for a cancellation fee. The fee comes out of money they've already paid, or it's recorded for you to collect.
If the booking used a package session, the session goes back into their package when they cancel before your cutoff.
Rescheduling
Clients can pick a new time for the same service from their booking page, up until your cancellation cutoff. They aren't charged again.
When you cancel
Open the booking's actions menu and choose Cancel booking. The client is emailed, and the refund follows your policy. To refund in full anyway, tick Issue full refund, which waives the fee. You can add an optional reason that the client sees in the cancellation email.
No-shows
After an appointment, open the booking's actions menu and choose Mark as no-show. No refund is issued, and the client is emailed if your no-show notification is switched on. Past bookings you don't mark are marked completed automatically 24 hours after they start.
If the client pays you a fee outside the app, choose Record cancellation fee to record it. To let a fee go, choose Waive cancellation fee. It stays in the booking's history as waived, and the client isn't emailed.