How to set your cancellation and rescheduling policy

Your cancellation policy tells the AI how to respond when a customer asks to cancel or move a job.

Steps

1. Go to Policies and open the cancellation policy (it's in the starter set).
2. Edit the notice window (e.g. 24 hours) and whether a late-cancellation fee applies.
3. Toggle it active and save.

How it works

When a customer texts "I need to cancel tomorrow's appointment," the AI checks the policy: inside the notice window it reschedules freely and frees the slot; outside it, it explains your policy, offers rescheduling, and escalates to you if the customer pushes back or a fee decision is needed.

Tips

• Mention the policy on your booking confirmation so customers aren't surprised.
• Pair it with appointment reminders (Settings → Reminders) — reminders cut no-shows more than fees do.