Setting Cancellation Policies for Individual Services

A quick consultation and a three-hour specialty appointment don't deserve the same cancellation rules. Service-level cancellation policies let you set stricter (or looser) notice requirements and fees per service, rather than applying one blanket rule to your entire calendar.

Why set policies per service

A calendar-wide cancellation policy is easy to manage but often wrong for at least some of your services. A high-value or hard-to-rebook service usually needs a longer cancellation window and a real fee attached, while a free consultation may not need any restriction at all.

Configuring a service-level policy

1. Open the service and find its cancellation policy section.
2. Set the minimum notice required before a customer can cancel or reschedule without penalty (for example, 24 or 48 hours).
3. If your payment setup supports it, attach a cancellation fee or specify that a deposit is forfeited on late cancellation.
4. Write the policy in plain language for the confirmation message and booking page — customers are far less likely to dispute a fee they were shown up front.

Communicating the policy

Make sure the policy text appears on the booking confirmation and any reminder messages, not just buried in a terms page. A policy that customers never see in the moment of booking generates more disputes than one that's front and center.

Good to know: If a service allows bundled add-ons, decide whether the cancellation policy applies to the whole booking or just the base service — and state that clearly, since it's a common point of confusion.