How to set the cancellation and online booking policies

Businesses have different policies regarding cancellation periods, booking lead time (i.e., how close to the appointment occurring can customers book) and how far into the future customers can add appointments. Timely makes setting these time limits very easy and uses them to prevent appointments being scheduled inside of the chosen limits.

In the case of the cancellation policy, Timely produces a default cancellation statement that appears on appointment confirmation emails and on the online booking process. 

For example, if your business disallows changes to appointments within 12 hours of the appointment occurring, Timely will provide a default statement that says: " No cancellations or changes allowed within 12 hours of the appointment".

Set up your online booking policies

Timely lets you set these time limits or policies as follows:

  1. Head to Setup > Online bookings.
  2. Scroll down to the Booking policy section.
  3. Specify a new lead time by choosing a value from the drop-down list (default is 6 hours).
  4. Specify how far into the future customers can schedule an appointment (default is 1 month).

Set up when customers can change or cancel their appointments

Specify how close to the appointment time occurring customers can change or cancel it (default is 24 hours).

  1. Head to Setup > Online bookings.
  2. Scroll down to the Cancellations and changes section.
  3. To let customers change their appointments online, check the Include a link in emails for customers to change their booking checkbox.
  4. From the enabled settings, choose one of three options:
  5. The cancellation message in blue will change based on what you choose above. However, you can write any additional cancellation terms in the field provided.

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