Business Ownerclient
Cancellation Windows
A cancellation policy used to be free text with nothing behind it. Setting a cancellation window under Settings → Business Setup → Plans & Payouts makes it enforceable: clients cannot raise a cancellation request inside the window.
Details
- Set the window in hours before the session starts. 0, or leaving it blank, means no window — which is how every business behaved before this existed.
- The window is measured against the session's own start time and checked on the server, so it cannot be worked around from the booking page.
- When a request is refused, the client is shown how many hours the window is, the policy text you wrote, and told to contact you directly.
- You can still cancel on a client's behalf at any time. The window closes the self-service route, not the conversation.
Good to know
- Write the policy text as well as setting the number. The refusal quotes it, and a client reading it in the moment of an emergency should find something more useful than a rule.