Booking Policies

What Booking Terms Are

Booking terms say how far ahead a client books, when they can still cancel, and what a no-show costs. One set of terms is your business default and everything falls back to it unless a venue or service says otherwise. Terms are shown to clients on the booking screen and in their confirmations, so they set expectations before anyone commits.

Where to Find Them

Open Settings, then Overview, and choose Manage on the Booking terms card. Choose New terms to add a set, starting from a preset — Flexible, Moderate or Strict — or Start blank. You can change every term before you save. During onboarding you are asked to choose your booking terms; These are fine keeps the suggested set. Owners and Admins manage terms.

What You Can Set

Each set of terms is organised into sections:

• When people can book — how late a client can still book, in minutes, and how far ahead, from 1 to 730 days.
• Confirming bookings — whether new bookings need your yes: book instantly, only for a while (confirming itself after a delay you set), or always wait for you, with a limit on how long a request waits before it lapses and the slot goes back on sale. In instant mode you can also ask to be consulted about first-time clients.
• Cancelling and not turning up — until when cancelling and moving a booking are free, in hours; a window in which a cancellation always counts as late; and how much of what they paid you owe back.
• Consequences — for a no-show or a late cancellation choose Nothing, Keep what was paid, A strike or A fee to pay. Strikes accumulate until a client's bookings wait for your approval; fees are a set amount or a share of the price and stay owed until paid or forgiven.
• Marking who turned up — whether no-shows are marked automatically, assumed present, or by hand, plus how late a client may arrive and how long the desk can undo a mark.
• Anything else — free text shown to clients under the terms above.

You can also stop online booking while a fee is unpaid. A client who owes a fee then books through you rather than the app, and the app tells them so.

Applying Terms to Venues and Services

On a venue or an offering, choose Inherit to follow the parent, Set here to attach a different set, or The business default. Services sold on different terms cannot be booked together — clients are asked to book them separately.

Terms Are Stamped on Bookings

Saving writes new terms; bookings already made keep the terms they were made on. Revising a set creates a new version, and older bookings link to the version that replaced theirs. On an appointment, What these terms took lists the outcome per attendee — did not turn up, cancelled late or moved late — along with who cancelled. Choose Forgive to return credits, lift strikes and void fees, giving a reason such as the client got in touch or goodwill.

Tips and Gotchas

• Refund percentages describe what you owe back — you return the money yourself; the setting does not move money.
• Pass holders who no-show under Keep what was paid lose a credit rather than paying a percentage.
• Clients who owe a fee are told they cannot book online until it is settled with you.