Rescheduling and cancelling bookings

Both the client and the organiser can manage the time of a booking, but they don’t always have the same options. You set the client’s rules in the consultation; as the organiser, you can handle exceptions in the meeting details.

Set a deadline for changes

In Sales → Calendar → Consultation settings → Booking rules, find Reschedule or cancel no later than (hours before). For example, 24 means the client can reschedule or cancel on their own until 24 hours before the start.

The client sees these rules when booking. Set them before you share your offer, and check what the client sees. Don’t promise flexibility in your description that your settings don’t allow.

What can the client do?

The client opens the manage-booking link from their booking email. Within the allowed time, they can choose another available time or cancel the booking. Once the deadline for self-service changes has passed, they should contact you.

The link belongs to one specific booking and is private. Don’t pass it on to other clients or put it in public materials.

How does the organiser reschedule?

1. Open Sales → Calendar.
2. Click the meeting you want to change.
3. Choose to reschedule and pick an available replacement time.
4. Check the new details before confirming.

Changing the meeting details may send an update to the client. When you edit the location or the link, also read the message in the form: it isn’t just an internal note.

If the form asks for a reason for making an exception to the rules, enter a factual reason without confidential information. Use your usual way of contacting the client to agree the details; entering a reason doesn’t replace agreeing the change with them.

Cancellation vs refund

Cancelling a booking doesn’t refund the payment automatically. For a paid consultation, cancelling lets the client choose a new time for the meeting they paid for.

If you agree on a refund, check the order and handle the refund separately in your payment provider. Don’t assume that clicking Cancel booking has also settled the money side. After a refund, check the order status and the client’s access, rather than granting an extra meeting without checking.

Completed meetings and no-shows

Marking a meeting as completed or as a no-show records how it turned out. It isn’t the same as cancelling the booking or refunding the payment. Choose the status that matches what actually happened.

After making changes, check the booking details and the email history. Back to the calendar guides.