How do I set up a cancellation policy?

Once you’re signed up to Fresha payments, you can enable no-show protection that requires clients to secure their appointments with a payment card. This means you can set a cancellation policy and charge a fee when clients cancel late or don’t show up.

Our advanced protection features can reduce no-shows and late cancellations by as much as 90%, saving you time and money by ensuring your appointment slots don’t go to waste.

To enable no-show protection and set your late cancellation policy, simply follow the steps below: 

  1. Go to Payments and select Start now under Enable deposits and cancellation fees.
  2. Select Cancellation fee and then Next step.
  3. Under Clients can cancel or reschedule online, choose how much advance notice clients are required to give you when cancelling an appointment. If a client cancels an appointment at short notice it will be marked as a late cancellation. If no-show protection is enabled, you can charge a penalty fee.
  4. Choose a cancellation policy from the policy options displayed. For the best results, we recommend the Fair policy option. It’s proven effective at reducing no-shows, yet not appearing tough for clients. The stricter the policy, the harder it can be for clients to accept. 
  5. If you want to disable no-show protection for appointments manually booked by your staff, uncheck Require cards to confirm manually booked appointments. When disabled, clients booked manually by your staff will not be asked to accept your no-show policy and save their card. Clients will only be asked to add their cards when booking their own appointments online. 
  6. Click Finish.

PRO TIP: You can override no-show protection for specific clients or appointments. Click here to find out more.

NOTE: To edit or disable no-show protection, go to Settings and click Deposits and cancellation fees and Manage. If you disable your cancellation policy, it will no longer be displayed on your Fresha profile and clients will not be required to confirm bookings with a payment card. If a client cancels late or doesn’t show up, you won’t be able to charge penalty fees.


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