---
title: "Cancellation and no-show fees"
description: "Set a cancellation policy on your booking link, then charge late cancellation and no-show fees automatically or from checkout."
url: https://support.halth.com/en/articles/13711547-cancellation-and-no-show-fees
collection: "Bookings and your website"
updated: 2026-11-04
language: en
---

# Cancellation and no-show fees

Set a cancellation policy on your booking link, then charge late cancellation and no-show fees automatically or from checkout.

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.

## Set your cancellation policy

1.  Select **Bookings** in the menu on the left.
    
2.  Open **Your booking link**, or a custom link you've created.
    
3.  Under **Booking form**, turn on **Cancellation policy**.
    
4.  Enter the fee and choose **$** for a flat amount or **%** for a percentage of the service price.
    
5.  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.
    
6.  Select **Save**.
    

![The Booking form section with Client notes, Show prices, Payment method required, Cancellation policy with a fee and time frame, Auto-charge for no-shows and Save](https://staticfiles.gleap.io/p6a03af9ff303809abd92c9bb/lFek5KUA76lQDgs4RECe29GGGi6Ar89fxqkgGPmXIuX42K9Uh0WY2mgAnLEaNRiUJJFvTPDsimD.jpg)

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.

## What clients see

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.

![The booking terms clients agree to before confirming, including your cancellation policy](https://staticfiles.gleap.io/p6a03af9ff303809abd92c9bb/ADTdsHhPqrgMUGcqbZza7nHZFHBTzsVzJwrbgcpr34WzaHLoUlw3uVdlKBfp14CsYI5uQ5PaEwE.png)

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.

## Find late cancellations and no-shows

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.
    

## Option 1: Charge no-shows automatically

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.

## Option 2: Charge a fee from checkout

1.  On **Home**, select the booking to open checkout.
    
2.  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.
    
3.  To change it, select the menu at the top of checkout (next to the HaltH logo) and choose **Checkout**, **Cancellation** or **No show**.
    
4.  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.
    

## Frequently asked questions

**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.

## Next

[

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.

](https://support.halth.com/en/articles/13711545.md)