How the policy works
Your cancellation policy is built from three pieces:
- Free cancellation window — how much notice a shopper has to give for a 100% refund.
- Refund rules — tiered refund percentages for shorter notice (e.g. 50% if cancelled less than 24 hours out, 0% on the day).
- No-show fee — an optional charge applied when a booking is marked as no-show.
You can also write a short and long customer-facing description so shoppers understand the policy at a glance.
Configuring the policy
Open payment settings
Go to /service-specialist/settings/payments and select Cancellation Policies. Open the policy you want to edit or add a policy, then enter its Policy Name.
Set the free cancellation window
Tick Free cancellation if customer gives at least: and enter the number of hours notice (e.g. 72). This creates a 100% refund rule for cancellations meeting that notice period. Eligible online refunds still need to complete payment-provider processing.
Add refund rules for shorter notice
Under Refund Breakdown Based on Notice Given, press Add refund rule+ to add tiers like "at least 24 hours → 50%" and "at least 0 hours → 0%". Each rule defines the minimum notice and the percentage of the amount paid that's refunded.
Configure the no-show fee (optional)
Tick Apply No-Show Fee and enter the No-show fee amount using the currency or percentage unit displayed beside the field. Review the policy summary before saving.
Write a customer description
Add a short summary (up to 240 characters) and a longer description (up to 2000 characters). Shoppers see these on your profile and at checkout.
Save
Press Save Changes. Changes require permission to manage the organization and two-factor authentication; follow any account-security prompt before saving.
Per-service overrides
Tick Customize cancellation policy per service, then open Custom Cancellation Policy if you want certain services (e.g. long colour appointments) to use different cancellation rules than the default.