Booking policies

Set when customers can cancel online, show your policy before they book, and decide whether they need to save a card. Saving a card and charging a fee are separate steps.

Open in app: Booking settings, Payments

Decide whether customers can cancel online (web app)

1. Open Booking settings → Cancellations & cards → Cancellation policy.
2. Turn Allow cancellation on or off.
3. If it is on, choose a Policy, then Save.

With cancellation off, customers must contact your shop and your team handles the cancellation. Flexible allows free online cancellation until two hours before the appointment.

After the cancellation deadline, customers cannot cancel online. They must contact you, even if they are willing to pay a fee. Your team can cancel from the schedule after the deadline. A customer's online rescheduling uses the same deadline; there is no separate rescheduling window.

Bookings with a paid deposit keep the cancellation terms accepted at checkout. Later changes to your policy do not replace those terms. Bookings without a deposit use the current cancellation policy.

Set a custom cancellation fee (web app)

1. Open Booking settings → Cancellations & cards → Cancellation policy.
2. Leave Allow cancellation on and choose Custom.
3. Under Late cancellation fee, choose No fee, Fixed amount, or Percentage. Enter the amount or percentage, then Save.

The percentage can be up to 100% of the service price. Fixed amount and Percentage currently require a fully connected Stripe account in this panel. If they are greyed out, its Set up Payment Protection link opens Booking payment. A provider that supports saving cards does not by itself unlock these fee choices.

Custom currently uses a 24-hour online cancellation window. Although the panel has a Deadline field, changing that number does not currently change the window customers can use. Do not rely on a different number to enforce a shorter or longer deadline.

First cancellation free is shown for a custom fee, but its switch is not currently adjustable. It does not let customers cancel after the deadline.

Require a saved card without taking a deposit (web app)

Only the business owner can save this setting. You need a plan that includes online payments and an active provider supporting Card on file. Stripe or Tyro Online can support card saving when it is available on your account.

1. Open Booking settings → Cancellations & cards → Booking payment.
2. If prompted, choose Go to Payments and finish provider setup.
3. Turn on Require a card or deposit, choose Save a card, then Save.

Saving a card takes no money and does not automatically charge a no-show fee. To collect money instead, choose Take a deposit in the same panel. Turn the main switch off and save to require neither. See Booking deposits.

Apply a paid deposit to cancellation fees (web app)

For a paid deposit, Seglo uses the cancellation terms accepted for that booking and offsets the deposit against any applicable fee. Paying a deposit alone does not save a new card for an additional charge.

With manual approval, customers select a card and authorise the deposit when booking, but no deposit is charged until acceptance. Only the accepted pets are charged. Declining an unpaid request needs no refund. An accepted request still awaiting its deposit has no collected deposit to return. If an older pending request already has a paid deposit, declining it uses the existing refund handling for the unearned deposit; check the result before issuing another refund.

Choose whether to charge when a customer does not show (web app)

To charge a no-show fee, you need permission to take payments, a plan that includes online payments, an active provider that supports saved-card charges, and a usable saved card on the booking. Your cancellation policy must also set a fee. A saved card alone does not make a charge available.

1. Open the appointment from your schedule.
2. In its action menu, choose Mark no-show.
3. If the charge option appears, review the amount and card shown. Tick the option to charge, then confirm Mark no-show. Leave it unticked to record the no-show without taking money.

The fee comes from your cancellation policy; there is no separate no-show amount in Booking settings. A Flexible policy or Custom with No fee does not offer a no-show charge. The checkbox only appears for a booking that required a saved card, shows its card details, and has a fee above zero. You can mark an active booking no-show; the action is not offered on a pending, completed, cancelled, already paid, or already no-show booking.

If there are no card details or no charge checkbox, Mark no-show cannot collect a fee from this dialog. You can record the no-show without taking money.

Marking the no-show alone does not charge the customer. If a charge fails, the booking can still be marked no-show, so check the result before treating the fee as collected.

Show your policy before customers confirm (web app)

1. Open Booking settings → Booking page content → Booking instructions.
2. Add a section, give it a title such as Cancellation Policy, and enter the text you want customers to read.
3. Turn it on and Save.

The notice appears near the end of the booking flow, before confirmation. You can add up to five sections, with a title of up to 100 characters and text of up to 2,000 characters each. Use the arrows to reorder them or turn a section off to hide it without deleting it.

A text notice does not collect a signature. Use a policy form when you need customers to acknowledge an agreement.

Related

• Booking deposits — upfront payment and the remaining balance.
• Appointment settings — private booking, approval, and booking windows.
• Payments overview — check your connected provider and payment options.
• Forms — collect customer information and policy acknowledgements.