Cancel an appointment
Take a visit off the book cleanly: the slot opens up for someone else, the record stays on the client's history, and you can put it back if plans change again.
Who can do this: Owner, Admin, Manager, or Front desk.
Cancel it
- Open the appointment from the Calendar or from Next up on Today.
- In the Move it along card, click Cancel appointment.
- The status flips to Cancelled and the chip leaves the calendar grid, so the time reads as open again.
Example. A Tuesday 3:00 PM client calls out sick. The front desk opens the appointment, clicks Cancel appointment, and Priya's 3:00 PM column is open again. A waitlisted client gets reached out to for the freed slot.
Changed their mind?
- Open the cancelled appointment (the client's record links to it).
- In Move it along, click Put back on the book.
- If the slot got taken in the meantime, it won't force it. Book a fresh time instead.
Common questions
- Where did it go on the calendar? Cancelled appointments leave the grid on purpose, so open time looks open. The appointment still exists on the client's history.
- The client already paid? Handle the money on the same page: the payment card offers Refund. Full details live in Issue a refund.
- Cancel versus no-show? Cancel is "we knew ahead of time." A client who never arrived is a no-show; that's a different button with different consequences.
- Does cancelling text the client? Send the confirmation of the cancellation yourself from Messages if you want it in writing.
Good to know
- A freed slot can be offered to the waitlist automatically. Cancelling promptly is what makes that work.
- Cancelled appointments don't count toward the calendar's "on the book" tally.