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Explain a cancellation window

Cancellation windows only work if clients know them. A friendly, specific reply keeps your schedule full and avoids fee disputes.

Last reviewed

State the cutoff plainly

Say how many hours before the appointment cancellations are free.

Explain the fee

Say what it costs to cancel late and why the policy exists.

Show how to cancel

Give the link or number to use, and what counts as cancelled.

Handle a past-the-window request

Be kind and say what you can offer, such as a reschedule.

Allow clear exceptions

Mention emergencies and how you decide on them.

Put it in the booking message

Include the window in confirmations so it is not a surprise.

Questions

Should we waive the first late cancellation?

Many businesses do once. If you do, say so in your policy.

What if they cancel by email?

Accept it, as long as it arrives before the cutoff.

Can the AI answer this?

It can explain the policy. Waivers go to a person.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.