A cancellation policy lets you charge a fee when a client cancels late or doesn't turn up. You set the fee and the free-cancellation window on your booking link, HaltH shows the policy to clients when they book, and you charge the fee automatically or from checkout.
Select Bookings in the menu on the left.
Open Your booking link, or a custom link you've created.
Under Booking form, turn on Cancellation policy.
Enter the fee and choose $ for a flat amount or % for a percentage of the service price.
In fee if cancelled within ... hours, enter how many hours before the appointment the fee starts to apply, for example 24. Cancelling earlier than this is free.
Select Save.
Each booking link has its own policy, so a custom link can use a different fee to your default link. Only organisation owners can change booking form settings.
Tip: turn on Payment method required on the same link so every client books with a saved card. Without a saved card, there's nothing to charge automatically.
When clients book, they can open your cancellation policy before they confirm. It reads like this: "A cancellation fee of $40.00 may apply if you do not arrive or cancel within 24 hours of the booking time." For a percentage fee, it shows the percentage of the service price.
If a client cancels in HaltH inside the window, they're warned that it's a late cancellation and a fee may apply. It's still a good idea to mention your policy anywhere else clients see it, such as your website and confirmation messages from your practice software.
Bookings sync from your practice software, so a late cancellation or no-show recorded there also appears in HaltH. On Home:
A booking cancelled inside the window shows Late cancellation.
A client marked as not arriving shows Did not arrive.
Switch the status filter to Missed to see only the bookings where a fee can be charged. The number next to it tells you how many there are.
With Cancellation policy on, turn on Auto-charge for no-shows and select Save.
HaltH charges your cancellation fee to clients marked as Did Not Arrive.
Charges are made at 9am the following day, so there's time to fix a booking marked by mistake.
Providers can exempt a booking from the charge if needed.
The client needs a saved card for the charge to go through.
Auto-charge is off by default and only covers no-shows. Charge late cancellations from checkout.
On Home, select the booking to open checkout.
HaltH picks the right charge for you. A cancelled booking opens on Cancellation with a Late Cancellation Fee item. A booking marked as not arriving opens on No show with a No Show Fee item. The amount comes from your policy.
To change it, select the menu at the top of checkout (next to the HaltH logo) and choose Checkout, Cancellation or No show.
Check the total, which shows as Cancellation fee or No-show fee, then take payment. If the client has a saved card, you can charge it without them being there.
Does changing my policy affect existing bookings?
Your policy is shown to clients when they book. To be fair to clients, let them know before you start charging under a new policy.
A client was charged for a no-show by mistake. What do I do?
Refund the payment from your transactions, the same as any other payment. The client gets an email and SMS to let them know.
Need help?
Message us in the chat and we'll help you set up your policy.
Booking emails and texts: what's sent and when
The emails and SMS HaltH sends your clients and providers around a booking, when they go out, and how to switch them on or off.
