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How to set up cancellation fees

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In this guide, you will learn how to set up cancellation fees via TimelyPay.
 

Timely’s built-in payment solution, TimelyPay, lets you take payments online and in person, so it’s easy for clients to pay you securely. With a quick set up it helps reduce no-shows by letting you take deposits and charge cancellation fees. You can also sell gift vouchers and manage your payments in one place. There are no hidden costs, just pay the standard processing fees, and once a payment is settled, the money is paid into your bank account the next business day. That means no waiting around for payments to clear.

 

 

Timely tip: with TimelyPay's card capture function, you will be able to protect your revenue by taking cancellation fee payments from a client's saved card. Once you've enabled card capture you'll be able to charge your clients when they cancel outside of your cancellation policy and charge no-shows.

 

 

How to set a cancellation fee

Step-by-step instructions

1 Cancellation fees are found under the online payments page in setup. They are also only available if you are not taking online deposits/payments.

 

2 If you'd like to use a combination of cancellation fees and deposits, set up cancellation fees in online payments to serve as your default policy, then set up deposits for the individual services as required.

 

3 The first thing you'll need to do is to turn on card capture. Turning card capture on will require clients to save their card and agree to your cancellation policy before they can make a booking or payment online with your business. They will need to save their card in online booking even if no deposit is being paid.

 

4 To activate the card capture setting: head to setup > online payments then click the box that says activate card capture.

 

5 Once this is enabled, you can set your cancellation fees. Businesses can set a fixed or percentage of their service for their no-show/cancellation fees.

 

6 The cancellation terms will be detailed based on what has been selected under the cancellation fees and changes policy sections. However, if you want to add any extra comments, this can be added in the custom cancellation terms. You can also choose to hide the default cancellation terms and have a completely custom message, simply select this option in the cancellation terms section.

 

 

Frequently asked questions (FAQs)

  • How can I capture cards from offline bookings?
    You can do this by going to the client file and clicking Add Card.  You can find more information on saving cards in store here: Saving Credit Card Details In-Store with TimelyPay. You can also direct clients to the My Cards section of the Client Login, which will allow clients to save a card without making a booking.
     
  • Who has access to charging no-shows/cancellation fees?
    All staff members who have access to raising a sale will be able to charge fees too. However, only business owners will have access to set how much they want to charge, and staff members can only charge a fee that is equal to or less than this amount.
     
  • What happens if a saved card does not have sufficient balance?
    We will prompt the staff member to send an online payment link to the client or select another payment method instead if the payment fails.

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