This guide explains how to:
Cancel an appointment
Mark a client as a no-show
Charge a no-show fee
View cancelled or no-show appointment history
Cancel an Appointment
Appointments can be cancelled by either your business or the client.
Cancel an Appointment (Business)
🖥️ Desktop
Open the appointment from the calendar.
In the appointment drawer, either:
Change the status to Cancelled, or
Click the three-dot menu (⋯) and select Cancel Appointment.
In the cancellation window:
Enter a cancel reason (optional).
Click Confirm.
You can also choose to:
Mark the appointment as a no-show
Add a no-show fee
💡 Note: Cancelling a paid appointment does not automatically issue a refund. To refund the client, go to Client Profile → Payments and process the refund there.
📱 Mobile App
Open the appointment from the calendar.
Tap Cancel.
Enter a cancel reason.
Tap OK to confirm.
You can also select Mark as No-Show during cancellation.
Cancel an Appointment (Client)
If you enable SMS appointment reminders with the {replyNcancel} variable, clients can cancel their appointments by replying N to the reminder message.
When a client cancels by SMS:
The appointment is automatically cancelled.
The appointment is removed from the calendar.
The client receives an automatic cancellation confirmation message (if enabled).
💡 If you do not want clients to cancel by SMS, remove the {replyNcancel} variable from your reminder template.
Mark an Appointment as a No-Show
You can mark a client as a no-show if they fail to attend their appointment.
A no-show can be marked:
During cancellation
After cancellation from the client profile
Mark No-Show During Cancellation
🖥️ Desktop
Open the appointment.
Change the status to Cancelled.
Check Mark as No-Show.
Enter a cancel reason.
Add a no-show fee (optional).
Click Confirm.
📱 Mobile App
Open the appointment details.
Set the status to Cancelled.
Select Mark as No-Show.
Enter a cancel reason.
Tap OK.
You will then be asked if you want to charge a no-show fee.
Mark and Charge No-Show fee from Client Profile
You can also mark a cancelled appointment as a no-show later.
🖥️ Desktop
Go to Clients & Pets → Client Profile.
Open the Bookings tab.
Find the cancelled appointment.
Click the settings icon next to the appointment.
Select:
Mark as No-Show, or
Mark as No-Show and Charge No-Show Fee.
You can also choose Delete Appointment from this screen to remove this appointment from system.
📱 Mobile App
Open the client profile.
Go to Appointments.
Tap the 3 dot icon on the top right corner.
Select filter:
cancelled by client
cancelled
no-show
click on the appointment, click on the icon next to cancelled status:
Mark as No-Show
Mark as No-Show and Charge No-Show Fee.
You can also choose Delete Appointment from this screen to remove this appointment from system.
Collect Credit Card and Cancellation Agreement
To charge cancellation or no-show fees, you may need the client’s credit card on file and a signed policy agreement.
There are three ways to collect this information:
1. Online Booking
Clients can provide card details and sign your cancellation policy during online booking.
2. Intake Form
You can include the cancellation policy and card collection in your intake form.
3. Add Card Manually
🖥️ Desktop
Clients & Pets → Client Profile → Credit Cards → + Add Card
📱 Mobile App
Clients & Pets → Client Profile → Card on File → Add Manually
Once a card is saved and the client has signed the agreement, you can charge cancellation or no-show fees if necessary.
Frequently Asked Questions
What happens when an appointment is cancelled?
Cancelled appointments cannot be reversed and are removed from the calendar view.
Can I charge a no-show fee later?
Yes. If you did not charge a fee when cancelling the appointment, you can charge the no-show fee later from the client profile.
Are no-show fees included in staff commission?
No. No-show fees are not included in groomer commissions and belong to the business.