All cancellations must be processed through the booking system, either cancelled by the customer or by you. 

From your dashboard menu on the left under business select bookings, or navigate to the booking you wish to cancel via the calendar.

Open the booking you wish to cancel and select cancel booking.  It will ask you to confirm it and if you are sure you wish to cancel the booking then it removes it from your calendar and notifies the customer via SMS and email.

If the appointment is cancelled more than 24 hours before the appointment then the patient will receive a full refund or they can move the appointment to a more appropriate time. 

Less than 24 hours before the appointment patients are unable to submit a cancellation as they will not be refunded in line with the terms and conditions they agreed to at the time of the booking. Therapists are able to submit cancellations though in order to free time in your diary for other bookings. 

You can find out more information on what happens if a patient cancels here.

If you wish to refund a no show or last minute cancellation customer then follow this guidance.