Bookings
Cancellations and changes
The cancellation window, the three policies, and how clients move or cancel a booking themselves.
Clients change their minds. Primsy lets them move or cancel a booking themselves, inside the rules you set, so it does not have to be a phone call — and so the time goes back on offer straight away.
Cancelling: the window and the three policies
In Settings you choose a free cancellation window in hours (say 24) and what a client can do about cancelling inside that window:
| Policy | Outside the window | Inside the window |
|---|---|---|
| Flexible | Cancel freely | Cancel freely |
| Call us | Cancel freely | The link asks them to give you a call instead |
| Late fee | Cancel freely | They can still cancel; the fee you set is recorded on the booking for you to collect |
For an appointment, the policy is shown in one sentence at the moment the client confirms — “Free cancellation up to 24 hours before. Inside 24 hours a $20 late-cancellation fee may apply.” — so nobody meets it for the first time when they try to cancel. An event request shows its deposit terms at that point instead — with the final-headcount deadline for gatherings, or a note that you confirm the date and the final total for a bakery order — and a pending request can always be withdrawn; once you confirm the event, the policy applies to it, so say it in your own words when you confirm.
Moving a booking is separate
A client can reschedule a confirmed, upcoming appointment from their link at any point, whatever the cancellation policy says. The new time simply has to pass the same rules as a fresh booking — minimum notice, the booking window, a genuinely free slot. Event requests are not moved by the client; they talk to you.
What the client’s link can do
- Reschedule a confirmed, upcoming appointment to another free time.
- Cancel, within the policy above.
- Add to calendar — a calendar file for their phone.
- Leave a review once the appointment has ended. See Reviews.
Changes you make
You can move or cancel a confirmed booking or a pending request from the schedule regardless of the policy; the policy is for clients. A booking that is already completed, missed or cancelled has nothing left to move or cancel. Either way the client gets an email with the new time or the cancellation — and, when texts are on, a text for a new time; a cancellation never sends a text. See What clients receive.