Booking Policies

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Introduction

The Booking Policies page allows you to configure policies that apply to online bookings. These settings control when clients can book (both minimum notice and maximum advance booking), how cancellations are handled, whether clients must confirm appointments, and payment requirements. Note: All booking policies are location-level settings and can be overridden per service.

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Accessing Booking Policies

1. In the main sidebar, go to Settings
2. Select Booking Policies from the settings menu

Access: Admin and Owner only

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Minimum Notice Period

Set the minimum advance notice required for online bookings. This prevents clients from booking appointments too close to the appointment time.

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Setting Minimum Notice

1. Navigate to Settings → Booking Policies
2. Find the Minimum Notice Period section
3. Select from the dropdown:
   • No minimum notice (allow immediate bookings)
   • 0 minutes (allow immediate bookings)
   • 15 minutes through 72 hours (3 days)
4. Changes save automatically

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How It Works

• Clients cannot book appointments within the minimum notice period
• Time slots within the notice period are hidden from clients
• Applies to online bookings only; business users can book anytime

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Service-Level Overrides

Each service can have its own minimum notice period:

• Override the location default when editing a service
• Select “Use default” to keep the standard setting
• When booking multiple services, the maximum (most restrictive) notice period applies

Example: Service A requires 12 hours, Service B requires 24 hours → Appointment requires 24 hours notice.

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Example Scenarios

Scenario 1: Same-Day Bookings Allowed

• Setting: 0 minutes (no minimum notice)
• Current Time: Monday, 2:00 PM
• Result: Client can book appointments starting from 2:00 PM today
• Use Case: Walk-in friendly businesses, urgent services

Scenario 2: 24-Hour Notice Required

• Setting: 24 hours (1 day)
• Current Time: Monday, 2:00 PM
• Result: Client can book appointments starting from Tuesday, 2:00 PM
• Use Case: Most common setting, allows preparation time

Scenario 3: Multiple Services with Different Requirements

• Service A: 12 hours notice required
• Service B: 24 hours notice required
• Current Time: Monday, 2:00 PM
• Result: Appointment requires 24 hours notice (most restrictive)
• Client can book: Starting Tuesday, 2:00 PM

Scenario 4: Service-Level Override

• Location Default: 24 hours
• Service Override: 48 hours (wedding package)
• Current Time: Monday, 2:00 PM
• Result: Wedding package requires 48 hours notice
• Client can book: Starting Wednesday, 2:00 PM

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Maximum Booking Window

Set how far in advance clients can book online. This prevents bookings too far into the future, helping you manage your schedule and availability.

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Setting Maximum Booking Window

1. Navigate to Settings → Booking Policies
2. Find the Maximum Booking Window section
3. Select from the dropdown:
   • No maximum (allow booking any time in the future)
   • 7 days through 730 days (2 years)
4. Changes save automatically

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Available Options

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How It Works

• Dates beyond the maximum are disabled in the date picker
• Time slots are not shown for dates beyond the limit
• Business users can still book appointments at any time through the Scheduler

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When to Use

Shorter Windows (7-30 days):

• When your schedule changes frequently
• When you prefer more flexibility to adjust availability
• For services where demand is unpredictable

Medium Windows (60-180 days):

• Standard setting for most businesses
• Allows clients to plan ahead without over-committing your schedule
• Good balance between flexibility and forward booking

Longer Windows (1-2 years):

• For events like weddings or special occasions
• When clients need to book well in advance
• For seasonal services with predictable demand

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Example Scenarios

Scenario 1: Standard Business Setting

• Setting: 90 days (3 months)
• Current Date: 1 January
• Result: Clients can book appointments up to 1 April
• Use Case: Hair salons, beauty services, general appointments

Scenario 2: Wedding Services

• Setting: 730 days (2 years)
• Current Date: 1 January 2025
• Result: Clients can book appointments up to 1 January 2027
• Use Case: Wedding hair and makeup, event services

Scenario 3: Flexible Schedule

• Setting: 14 days (2 weeks)
• Current Date: Monday, 1 January
• Result: Clients can book appointments up to Monday, 15 January
• Use Case: Businesses with frequently changing availability

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Cancellation Policy

Configure cancellation policies to protect your business from last-minute cancellations while providing fair refund terms to clients.

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Cancellation Period

Definition: The minimum notice required to cancel without fees. Cancellations with less notice may incur fees.

• Cancelling with at least the required notice → Full refund
• Cancelling with less than the required notice → Cancellation fee applies

Important: When a cancellation policy is set, clients can only cancel appointments online with less than the required notice if a deposit payment was made. Appointments without deposits that are cancelled with less than the required notice must be cancelled by contacting you directly. Appointments cancelled with at least the required notice can be cancelled online regardless of deposit status. Available Options:

• No cancellation policy
• 0 minutes to 72 hours (3 days)

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Cancellation Fee Percentage

Definition: The percentage of the deposit forfeited when cancelling with less than the required notice.

• Set a percentage between 0% and 100%
• Only applies to cancellations with less than the required notice
• Requires a cancellation period to be set

Example: With a 24-hour notice requirement and 50% fee:

• Client cancels 25 hours before → Full refund (at least 24 hours’ notice)
• Client cancels 12 hours before → 50% of deposit forfeited (less than 24 hours’ notice)

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Allow Self-Service Cancellation

Control whether clients can cancel appointments online:

• Enabled: Clients see a “Cancel Appointment” option in their booking confirmation (only if deposit was paid when cancellation policy exists)
• Disabled: Clients must contact you directly to cancel

Important: When a cancellation policy is configured, online cancellation with less than the required notice is only available for appointments with deposit payments. Appointments without deposits that are cancelled with less than the required notice require contacting you directly to cancel. Appointments cancelled with at least the required notice can be cancelled online regardless of deposit status. Business users can always cancel appointments regardless of this setting.

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Cancellation Policy Calculator

The booking policies page includes a built-in calculator to help you understand how your policy affects refunds:

1. Enter an example deposit amount
2. See two scenarios:
   • Green box: Cancellation with at least the required notice (full refund)
   • Amber box: Cancellation with less than the required notice (fee applies)

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Service-Level Overrides

Each service can override the cancellation policy:

• Custom cancellation period
• Custom cancellation percentage
• Custom self-service cancellation setting

When an appointment includes multiple services with different policies, the most restrictive policy applies (shortest period, highest fee).

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Example Scenarios

Scenario 1: Full Refund with Sufficient Notice

• Policy: 24-hour notice required, 50% fee
• Deposit Paid: $100
• Cancellation Time: 25 hours before appointment
• Result: Full refund ($100) - client provided at least 24 hours’ notice
• Client Experience: “Free cancellation - full refund applies.”

Scenario 2: Partial Refund with Insufficient Notice (With Deposit)

• Policy: 24-hour notice required, 50% fee
• Deposit Paid: $100
• Cancellation Time: 12 hours before appointment
• Calculation: $100 - ($100 × 50%) = $50 refund
• Result: $50 refund,$50 forfeited
• Client Experience: “Cancelling with less than 24 hours’ notice: 50% of your deposit will be forfeited.”

Scenario 3: No Fee with Insufficient Notice (With Deposit)

• Policy: 24-hour notice required, 0% fee
• Deposit Paid: $100
• Cancellation Time: 12 hours before appointment
• Result: Full refund ($100) - no fee applies despite insufficient notice
• Client Experience: “Free cancellation - no fee applies.”

Scenario 4: Cannot Cancel Online - No Deposit, Insufficient Notice

• Policy: 24-hour notice required, 50% fee
• Deposit Paid: $0 (no deposit)
• Cancellation Time: 12 hours before appointment
• Result: Online cancellation blocked - client must contact business directly
• Client Experience: “This appointment cannot be cancelled online. Please contact us directly to cancel.”

Scenario 5: Can Cancel Online - No Deposit, Sufficient Notice

• Policy: 24-hour notice required, 50% fee
• Deposit Paid: $0 (no deposit)
• Cancellation Time: 25 hours before appointment
• Result: Free cancellation available online
• Client Experience: “Free cancellation applies.”

Scenario 6: Multiple Services with Different Policies

• Service A: 12-hour notice, 25% fee
• Service B: 24-hour notice, 50% fee
• Deposit Paid: $100
• Cancellation Time: 10 hours before appointment
• Applied Policy: 12-hour notice (shortest), 50% fee (highest)
• Result: $50 refund,$50 forfeited

Scenario 7: Business User Override

• Policy: 24-hour notice, 50% fee
• Deposit Paid: $100
• Cancellation Time: 12 hours before (insufficient notice)
• Business Override: Full refund for special circumstances
• Result: $100 refund (override applied)

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Reschedule Policy

Configure how far in advance clients can reschedule their appointments. This helps protect your schedule while providing flexibility to clients.

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Reschedule Period

Definition: The minimum notice required to reschedule online. Clients need to contact you directly with less notice.

• Clients can reschedule if they provide at least the required notice
• Clients cannot reschedule online with less than the required notice

Important: When a reschedule policy is set, online rescheduling with less than the required notice is blocked for all appointments, regardless of deposit status. Appointments rescheduled with at least the required notice can be rescheduled online. The reschedule policy is time-based only and is not related to deposit payments. Available Options:

• No reschedule policy (allow rescheduling anytime)
• 0 minutes (allow immediate rescheduling)
• 15 minutes through 72 hours (3 days)

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Allow Self-Service Rescheduling

Control whether clients can reschedule appointments online:

• Enabled: Clients see a “Reschedule” button in their appointment details
• Disabled: Clients must contact you directly to reschedule

Important: When a reschedule policy is configured, online rescheduling with less than the required notice is blocked for all appointments, regardless of deposit status. Appointments rescheduled with at least the required notice can be rescheduled online. The reschedule policy is time-based only and is not related to deposit payments. Business users can always reschedule appointments regardless of this setting.

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How It Works

1. Client views their appointment details
2. System evaluates if rescheduling is allowed:
   • Appointment must be in “Booked” or “Confirmed” status
   • Appointment must be in the future
   • If reschedule policy exists, appointment must be rescheduled with at least the required notice
   • Self-service rescheduling must be enabled
3. If all conditions met → “Reschedule” button appears
4. Client selects new date/time → Appointment is updated

Example: With a 24-hour notice requirement:

• Appointment is in 25 hours (at least 24 hours’ notice) → Client can reschedule online
• Appointment is in 12 hours (less than 24 hours’ notice) → “Reschedule” button is hidden; client must contact you directly

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Important Notes

• No additional payment required: If deposit was already paid, no new payment is needed
• Reminders are updated: Scheduled reminders automatically adjust to the new time
• Services and team member locked: Clients can only change the date/time, not the services or team member

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Service-Level Overrides

Each service can override the reschedule policy:

• Custom reschedule period per service
• Custom self-service rescheduling setting per service
• When an appointment includes multiple services, the most restrictive policy applies (longest period)

Example: Service A allows rescheduling up to 12 hours before, Service B requires 24 hours → Appointment requires 24 hours notice to reschedule.

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Example Scenarios

Scenario 1: Can Reschedule Online - Sufficient Notice

• Policy: 24-hour notice required
• Current Time: Monday, 2:00 PM
• Appointment Time: Tuesday, 3:00 PM (25 hours away)
• Result: “Reschedule” button visible - client can reschedule online
• Client Experience: Can select new date/time from available slots

Scenario 2: Cannot Reschedule Online - Insufficient Notice (With Deposit)

• Policy: 24-hour notice required
• Deposit Paid: $100
• Current Time: Monday, 2:00 PM
• Appointment Time: Monday, 6:00 PM (4 hours away)
• Result: “Reschedule” button hidden - client must contact business directly
• Client Experience: “Rescheduling requires at least 24 hours’ notice. Please contact us directly to reschedule.”
• Note: Deposit status is irrelevant - reschedule policy is time-based only

Scenario 3: Cannot Reschedule Online - Insufficient Notice (No Deposit)

• Policy: 24-hour notice required
• Deposit Paid: $0 (no deposit)
• Current Time: Monday, 2:00 PM
• Appointment Time: Monday, 6:00 PM (4 hours away)
• Result: “Reschedule” button hidden - client must contact business directly
• Client Experience: “Rescheduling requires at least 24 hours’ notice. Please contact us directly to reschedule.”
• Note: Same result as Scenario 2 - deposit doesn’t affect reschedule policy

Scenario 4: No Reschedule Policy

• Policy: No reschedule policy (disabled)
• Current Time: Monday, 2:00 PM
• Appointment Time: Monday, 6:00 PM (4 hours away)
• Result: “Reschedule” button visible - client can reschedule anytime
• Client Experience: Full flexibility to reschedule

Scenario 5: Multiple Services with Different Policies

• Service A: 12-hour notice required
• Service B: 24-hour notice required
• Current Time: Monday, 2:00 PM
• Appointment Time: Monday, 6:00 PM (4 hours away)
• Applied Policy: 24-hour notice (most restrictive)
• Result: Cannot reschedule online - must contact business directly

Scenario 6: Rescheduling Preserves Payment

• Policy: 24-hour notice required
• Deposit Paid: $100
• Current Time: Monday, 2:00 PM
• Appointment Time: Tuesday, 3:00 PM (25 hours away - sufficient notice)
• Client Reschedules: To Wednesday, 3:00 PM
• Result: Appointment rescheduled, $100 deposit remains applied
• Note: No additional payment required

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Booking Approval

Control whether online bookings require manual approval before being confirmed. This gives you the opportunity to review each online booking before accepting it. Approval vs confirmation: Approval and client confirmation are separate. You can use approval only (business approves or declines each online booking), confirmation only (client must confirm attendance, e.g. for appointments you create), or both. Client confirmation applies when you want the client to confirm they are coming (see Client Confirmation). Approval with or without deposit: Approval applies only to online bookings where no deposit is required. For those bookings: the client submits a request (no payment is taken), you approve or decline; if you decline, there is nothing to refund. When you do require a deposit, the client pays at booking and the appointment confirms on successful payment—approval does not apply to those bookings (you can still cancel and refund manually from the Scheduler if you need to reject a booking after payment).

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Approval flow at a glance (no deposit required)

1. Client books online → Appointment status is “Booked” (pending approval); no payment taken
2. Client receives “Pending Approval” notification
3. You review in the Scheduler and approve (confirm) or decline (cancel)
4. If you decline → Client receives cancellation notification (no refund, as no deposit was paid)
5. If you approve → Client receives confirmation notification

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Require Approval for Online Bookings

When enabled, online bookings are not automatically confirmed. Instead:

1. Client books online → Appointment status is “Booked” (pending approval)
2. Client receives a “Pending Approval” notification explaining their request is being reviewed
3. You review the booking in your Scheduler
4. You approve (confirm) or decline (cancel) the appointment
5. Client receives confirmation or cancellation notification

Setting:

• Disabled (default): Online bookings are confirmed automatically (or after deposit payment if required)
• Enabled: Online bookings require your approval before being confirmed

When to Enable:

• You want to screen bookings before accepting them
• You need to verify client information or service requirements
• You want to control appointment flow and prevent overbooking
• You need time to prepare for specific services or clients

When to Disable:

• You want a seamless, instant booking experience for clients
• You trust the online booking process and availability settings
• You don’t have time to manually review each booking

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How It Works with Other Settings

With Deposit Required:

• When you require a deposit for online bookings, the client pays at booking. On successful payment, the appointment is confirmed automatically. Approval does not apply to those bookings—the system does not hold them for your approval after payment. If you need to reject a booking after the client has paid, cancel the appointment from the Scheduler and process a refund if appropriate.

With Client Confirmation:

• Approval and confirmation are independent. You can require approval for online bookings and/or require client confirmation for appointments (e.g. those you create). If both apply to a given appointment, you approve first; the client may then need to confirm if confirmation is enabled.

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Automated Messages

When approval is required, clients receive:

• Pending Approval notification when they book (explains request is being reviewed)
• Confirmed Appointment notification when you approve
• Cancelled Appointment notification if you decline

Enable these messages in Settings → Automated Messages → Business Notifications.

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Client Confirmation

Require clients to confirm their appointments to reduce no-shows. When enabled, appointments stay in “Booked” status until the client explicitly confirms.

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How It Works

1. Client books an appointment → Status is “Booked”
2. Client sees “Please Confirm Your Appointment” message on their appointment details page
3. Client clicks confirmation link or button → Status changes to “Confirmed”
4. Unconfirmed appointments help you identify clients who may not show up

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Confirmation Window Options

• Disabled (default): Auto-confirm appointments immediately
• Enabled - Confirm any time before: Clients can confirm at any point before their appointment
• Enabled - Confirm at least X before: Clients must confirm at least X hours/days before their appointment time

Available Timeframes:

• 1 hour, 2 hours, 4 hours, 12 hours
• 24 hours (1 day), 48 hours (2 days)

How It Works:

• Clients see a “Please Confirm Your Appointment” message on their appointment details page
• They must confirm at least the required time before their appointment to secure their booking
• Unconfirmed appointments help you identify clients who may not show up

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Choosing the Initial Status

When creating an appointment from the scheduler and the Confirmation Window is enabled (no deposit required), you can choose the initial status:

• Pending Approval — You’ll approve the appointment from the scheduler when ready. The client is notified but cannot confirm themselves. Use this when you need to verify something first (e.g., external deposit payment, stock availability).
• Pending Confirmation (default) — Client can confirm their attendance via the self-service link. This is the standard flow.
• Confirmed — Skip the pending step entirely. The appointment is confirmed immediately.

Pending Approval flow:

1. Create an appointment from the scheduler
2. Select Pending Approval as the initial status
3. The appointment is created as “Booked” (pending approval)
4. The client receives a “pending approval” notification — no confirm button on the self-service page
5. You approve the appointment from the scheduler when ready
6. If Confirmation Window is enabled: the appointment moves to “Pending Confirmation” — the client is notified and can now confirm their attendance via the self-service link
7. If Confirmation Window is not enabled: the appointment is confirmed immediately — the client receives a confirmation notification

Approval and confirmation are sequential steps. Approval is the business accepting the booking. Confirmation is the client confirming attendance. Each step can be skipped based on your settings.

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Confirmation Links

Include confirmation links in your automated messages using template variables:

• {{ConfirmAppointmentLink}}: One-click confirmation (recommended for reminders)
• {{SelfServiceLink}}: Opens appointment details page with confirm/cancel options
• {{CancelAppointmentLink}}: Opens cancellation dialog

Important: Confirmation links don’t require client login. They contain a secure token identifying the appointment.

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Confirmation vs Deposits

• Appointments with deposits: Successful payment is the confirmation; no additional step needed
• Appointments without deposits: Client confirmation applies if enabled

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Service-Level Overrides

Each service can have its own confirmation window setting. When an appointment includes multiple services, the shortest confirmation window applies.

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Example Scenarios

Scenario 1: Confirm Any Time Before

• Setting: Confirm any time before (0 minutes)
• Appointment Time: Tuesday, 3:00 PM
• Current Time: Monday, 2:00 PM
• Result: Client can confirm anytime before Tuesday, 3:00 PM
• Client Experience: “To secure your booking, please confirm your appointment before your appointment time.”
• Use Case: Maximum flexibility for clients

Scenario 2: Confirm at Least 24 Hours Before

• Setting: Confirm at least 24 hours before
• Appointment Time: Tuesday, 3:00 PM
• Current Time: Monday, 2:00 PM (25 hours before)
• Result: Client can confirm now (sufficient time)
• Client Experience: “To secure your booking, please confirm your appointment at least 24 hours before your scheduled time.”

Scenario 3: Cannot Confirm - Too Close to Appointment

• Setting: Confirm at least 24 hours before
• Appointment Time: Monday, 6:00 PM
• Current Time: Monday, 2:00 PM (4 hours before)
• Result: Confirmation window has passed - client should contact business
• Client Experience: Confirmation button may be disabled or show different message
• Note: Business user can still manually confirm

Scenario 4: Confirmation with Deposit Payment

• Setting: Confirm at least 24 hours before
• Deposit Required: $100
• Appointment Time: Tuesday, 3:00 PM
• Current Time: Monday, 2:00 PM
• Client Pays Deposit: Monday, 2:30 PM
• Result: Appointment automatically confirmed - payment serves as confirmation
• Client Experience: No separate confirmation step needed

Scenario 5: Multiple Services with Different Windows

• Service A: Confirm at least 12 hours before
• Service B: Confirm at least 24 hours before
• Appointment Time: Tuesday, 3:00 PM
• Applied Window: 12 hours (shortest - most flexible)
• Result: Client must confirm by Monday, 3:00 PM (12 hours before)

Scenario 6: Unconfirmed Appointment

• Setting: Confirm at least 24 hours before
• Appointment Time: Tuesday, 3:00 PM
• Current Time: Monday, 2:00 PM
• Client Status: Has not confirmed
• Result: Appointment remains in “Booked” status
• Business Action: Follow up with client to confirm or decide to cancel

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Payment Policy

Configure payment requirements for online bookings. Note: This section requires Stripe Connect. If Stripe isn’t connected, you’ll see an alert prompting you to connect. To set up Stripe Connect, go to Settings → Payments.

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Payment Policy Options

• No payment policy: No deposit required for bookings
• Require a deposit upfront: Clients pay a deposit when booking

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Deposit Configuration

When requiring a deposit, configure: Deposit Type:

• Fixed amount: A specific dollar amount (e.g., $50)
• Percentage: A percentage of the total booking price (e.g., 25%)

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How Deposits Work

1. Client selects services and team member
2. Appointment is created in “Booked” status
3. Client sees “Deposit Required” message with deposit amount
4. Client is redirected to payment page
5. Payment succeeds → Appointment status changes to “Confirmed”
6. Payment fails or is not completed → Client can retry using the same deposit link. If auto-cancel is configured, the appointment is cancelled after the specified period

Deposit Application:

• The deposit amount is applied toward the total service cost
• If deposit is less than total, remaining balance is due at the appointment

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Fee Calculator

The booking policies page includes a fee calculator showing:

• Stripe Fee: Payment processing fee (varies by region)
• Application Fee: Bella Booking platform fee
• Total Fees: Combined fees deducted
• You Receive: Net amount after fees

Enter different deposit amounts to see how fees affect your revenue.

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Service-Level Overrides

Each service can override the payment policy:

• Use default: Apply location settings
• No upfront payment: No deposit for this service
• Require deposit: Specify fixed amount or percentage

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Example Scenarios

Scenario 1: Fixed Amount Deposit

• Policy: Require deposit, Fixed amount
• Deposit Amount: $50
• Service Total: $150
• Result: Client pays $50 deposit,$100 remaining balance due at appointment
• Client Experience: “A deposit of $50.00 is required to secure your booking. The remaining balance of$100.00 will be due at your appointment.”

Scenario 2: Percentage-Based Deposit

• Policy: Require deposit, Percentage
• Deposit Percentage: 25%
• Service Total: $200
• Calculation: $200 × 25$50 deposit
• Result: Client pays $50 deposit,$150 remaining balance due at appointment
• Client Experience: “A deposit of $50.00 is required to secure your booking. The remaining balance of$150.00 will be due at your appointment.”

Scenario 3: Deposit Equals Total

• Policy: Require deposit, Fixed amount
• Deposit Amount: $100
• Service Total: $100
• Result: Client pays $100 deposit, no remaining balance
• Client Experience: “A deposit of $100.00 is required to secure your booking. This will be applied toward your service total.”

Scenario 4: No Deposit Required

• Policy: No payment policy
• Service Total: $150
• Result: No deposit required, full payment due at appointment
• Client Experience: No deposit message shown, appointment confirmed immediately

Scenario 5: Multiple Services with Different Policies

• Service A: No deposit required
• Service B: 25% deposit required
• Service A Price: $100
• Service B Price: $200
• Total: $300
• Applied Policy: 25% deposit (most restrictive)
• Calculation: $300 × 25$75 deposit
• Result: Client pays $75 deposit,$225 remaining balance

Scenario 6: Deposit Applied to Cancellation Refund

• Policy: Require deposit, Fixed amount $100
• Cancellation Policy: 24-hour notice, 50% fee
• Deposit Paid: $100
• Cancellation Time: 12 hours before (insufficient notice)
• Refund Calculation: $100 - ($100 × 50%) = $50
• Result: $50 refunded,$50 forfeited

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Booking Options

Configure client booking options and preferences. All settings in this section can be overridden per service.

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Allow Clients to Join Waitlist

Control whether clients can join a waitlist when no time slots are available.

• Enabled: Clients can join a waitlist when no slots are available for their selected date
• Disabled (default): Waitlist option is not shown

How It Works:

1. Client selects services and a date with no available slots
2. System displays “Join the waitlist” option
3. Client can add optional notes (e.g., “Morning preferred”)
4. Client joins the waitlist with one click
5. Entry appears in your Scheduler waitlist panel
6. When a slot opens, you contact the client and book from the waitlist

Service-Level Override:

• Each service can override this setting
• Select “Yes - Allow waitlist for this service” to enable even if location default is disabled
• Select “No - Don’t allow waitlist for this service” to disable even if location default is enabled
• Select “Use default” to follow the location setting

Resolution Logic (Multiple Services): When an appointment includes multiple services:

• If ANY selected service explicitly disables waitlist → Waitlist disabled
• If ANY selected service explicitly enables waitlist → Waitlist enabled
• If ALL services inherit → Use location default

Best Practices:

• Enable for services where demand often exceeds availability
• Consider disabling for express or walk-in services where waitlists don’t make sense
• Review your waitlist regularly to follow up with clients

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Hide Prices in Online Booking

Control whether service prices are visible during the online booking process.

• Enabled: Service prices are hidden during online booking
• Disabled (default): Service prices are displayed normally

When to Enable:

• Services with prices that vary based on hair length, complexity, or consultation
• When you prefer to discuss pricing in person
• For services where the final price is determined during the appointment

When to Disable:

• Services with fixed, transparent pricing
• When clients expect to see prices upfront
• For simple services with no pricing variations

How It Works: Service-Level Override:

• Each service can override this setting
• Select “Yes - Hide prices for this service” to hide even if location default shows prices
• Select “No - Show prices for this service” to show even if location default hides prices
• Select “Use default” to follow the location setting

Price Visibility in Communications:

• Pre-checkout communications (booking confirmations, reminders): Prices hidden if setting enabled
• Post-checkout communications (checkout receipts): Confirmed prices always shown
• Deposits: Always shown regardless of hide prices setting (clients need to know what they’re paying)

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Scheduling Optimisation

Control how available time slots are presented to clients during online booking. This setting helps you keep your calendar compact by guiding clients toward slots that avoid leaving short, unfillable gaps between appointments. Note: This setting applies to online bookings only. Business users always see all available slots when booking from the Scheduler.

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Optimisation Modes

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Setting Scheduling Optimisation

1. Navigate to Settings → Booking Policies
2. Scroll to the Scheduling Optimisation section at the bottom
3. Select one of the three modes
4. Changes save automatically

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How It Works

The optimisation filter runs after all other availability checks (working hours, blocked time, notice periods). It examines each candidate time slot and evaluates the gaps it would create relative to existing appointments, blocked time, and shift boundaries. Show all time slots:

• No filtering — every available slot is shown
• Default behaviour

Reduce calendar gaps:

• A slot is hidden if it would create a gap that is longer than zero but shorter than your configured time slot interval
• Gaps of zero (back-to-back) and gaps large enough to fit at least one more booking are allowed
• In practice, this removes only the “awkward” slots that leave dead time

Eliminate calendar gaps:

• A slot is shown only if it is directly adjacent (zero gap) to an existing appointment, blocked time, or shift boundary on at least one side
• On days with no existing bookings or blocked time, all slots are shown — there is nothing to cluster around yet
• Once the first booking is placed, subsequent slots are offered only next to existing activity

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What Counts as an Anchor

The filter considers these calendar items as anchors that slots can be adjacent to:

• Appointments — existing confirmed or booked appointments for the team member
• Blocked time — personal breaks, lunch breaks, or location-wide blocked time
• Shift boundaries — the start and end of a team member’s working shift

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Example Scenarios

Scenario 1: Reduce Gaps — Removes Awkward Slots

• Shift: 9:00 AM – 5:00 PM
• Existing appointment: 10:00 AM – 11:00 AM
• Service duration: 45 minutes
• Time slot interval: 30 minutes
• Slot at 9:00 AM: Would end at 9:45 AM, leaving a 15-minute gap before the 10:00 AM appointment. 15 minutes is shorter than the 30-minute interval → slot hidden
• Slot at 11:00 AM: Starts right after the appointment ends (zero gap) → slot shown
• Slot at 11:30 AM: Gap before the slot is 30 minutes (equals the interval) → slot shown

Scenario 2: Eliminate Gaps — Back-to-Back Only

• Shift: 9:00 AM – 5:00 PM
• Existing appointment: 10:00 AM – 11:00 AM
• Service duration: 60 minutes
• Slot at 9:00 AM: Adjacent to shift start (zero gap before) → slot shown
• Slot at 11:00 AM: Adjacent to appointment end (zero gap before) → slot shown
• Slot at 11:30 AM: Not adjacent on either side → slot hidden
• Slot at 4:00 PM: Service ends at 5:00 PM = shift end (zero gap after) → slot shown

Scenario 3: Eliminate Gaps — Empty Day

• Shift: 9:00 AM – 5:00 PM
• No existing appointments or blocked time
• Result: All available slots are shown — there is nothing to cluster around yet
• Once a client books (e.g., 10:00 AM), subsequent clients see only slots adjacent to that booking and shift edges

Scenario 4: Blocked Time Acts as Anchor

• Shift: 9:00 AM – 5:00 PM
• Lunch break (blocked time): 12:00 PM – 1:00 PM
• Mode: Eliminate calendar gaps
• Service duration: 30 minutes
• Slot at 11:30 AM: Service ends at 12:00 PM = lunch start (zero gap after) → slot shown
• Slot at 1:00 PM: Adjacent to lunch end (zero gap before) → slot shown
• Slot at 2:00 PM: Not adjacent on either side → slot hidden

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When to Use Each Mode

Show all time slots:

• You want maximum flexibility for clients
• Your calendar is mostly empty and you want to fill it quickly
• You handle schedule gaps through other means (walk-ins, internal bookings)

Reduce calendar gaps:

• You want a balanced approach — clients still see plenty of options
• You want to avoid the most obvious dead time without being too restrictive
• Good default for most businesses

Eliminate calendar gaps:

• You want tightly packed schedules with minimal dead time
• Your business has high demand and can afford to show fewer slots
• Team members prefer back-to-back appointments to finish earlier

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Best Practices

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Minimum Notice Period

• 24 hours is most common and fair
• Use longer periods for complex services requiring preparation
• Consider your client base and industry standards

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Maximum Booking Window

• 90 days (3 months) is a good starting point for most businesses
• Use longer windows (1-2 years) for event services like weddings
• Use shorter windows (1-4 weeks) if your schedule changes frequently
• Review periodically and adjust based on your booking patterns

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Cancellation Policy

• Start with 24-hour cancellation period
• Use 50% fee as a starting point
• Enable self-service cancellation to reduce administrative work
• Review cancellation patterns monthly and adjust as needed

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Client Confirmation

• Use 24-hour confirmation window for most services
• Include {{ConfirmAppointmentLink}} in reminder messages
• Follow up with clients who haven’t confirmed close to appointment time

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Payment Policy

• Require deposits for high-value services to reduce no-shows
• Consider percentage-based deposits for variable-priced services
• Use fixed deposits for consistent deposit amounts

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Booking Options

• Enable waitlist for services where demand often exceeds availability
• Use “Hide Prices” for services with variable pricing based on consultation
• Set price prefixes (e.g., “From”, “Starting at”) when hiding prices to set expectations
• To configure team member selection, go to Settings → Online Booking → Team Members

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Scheduling Optimisation

• Start with Reduce calendar gaps — it removes awkward slots without being too restrictive
• Use Eliminate calendar gaps only if your demand is high enough that showing fewer slots won’t reduce bookings
• Remember that on empty days, Eliminate calendar gaps shows all slots — clients get full flexibility for the first booking of the day

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FAQs

Q: What’s the difference between minimum notice period, maximum booking window, cancellation period, and reschedule period? A:

• Minimum notice period: Prevents clients from booking too close to the appointment time
• Maximum booking window: Prevents clients from booking too far into the future
• Cancellation period (restricted): Determines when cancellation fees apply (the restricted time window before appointment)
• Reschedule period (restricted): Determines when clients cannot reschedule online (the restricted time window before appointment)

They work together to protect your schedule while providing flexibility. Q: What happens when a client tries to select a date beyond the maximum booking window? A: Dates beyond the maximum are disabled in the date picker and cannot be selected. The client can only choose dates within the allowed booking window. Q: Does the maximum booking window affect business users? A: No. The maximum booking window only applies to online bookings. Business users (Admin, Owner, Team Members) can book appointments at any time through the Scheduler. Q: Can I have different policies for different services? A: Yes! Each service can override location defaults for minimum notice, cancellation policy, reschedule policy, confirmation window, and payment policy. Q: What’s the difference between cancelling and rescheduling? A:

• Cancelling: Ends the appointment, may trigger refunds based on cancellation policy
• Rescheduling: Changes the date/time but keeps the same appointment, services, team member, and payment status

Q: If a client reschedules, do they pay again? A: No. Rescheduling preserves the payment status. If they already paid a deposit, no additional payment is required. Q: What happens to unconfirmed appointments? A: They remain in “Booked” status. The system doesn’t automatically cancel them, allowing you to follow up with clients. Q: How are refunds processed? A: Refunds are processed automatically through Stripe when clients cancel. The refund amount depends on your cancellation policy. Q: Can I override the calculated refund? A: Yes. When business users cancel appointments, they can override the calculated refund for special circumstances. Q: Do deposits apply to business-created appointments? A: No. Payment settings only affect online bookings. However, client confirmation settings apply to all appointments - if confirmation is enabled, business-created appointments will also stay in “Booked” status until the client confirms. Q: Can clients change services or team members when rescheduling? A: No. Rescheduling only allows changing the date and time. To change services or team members, clients must cancel and create a new booking. Q: Why can’t clients cancel or reschedule appointments without deposits when policies are set? A:

• Cancellation policies: Online cancellation with less than the required notice is only available for appointments with deposit payments. This ensures that clients who have made a financial commitment can manage their appointments online. Appointments cancelled with at least the required notice can be cancelled online regardless of deposit status.
• Reschedule policies: Online rescheduling with less than the required notice is blocked for all appointments, regardless of deposit status. The reschedule policy is time-based only. Appointments rescheduled with at least the required notice can be rescheduled online. Appointments without deposits can still be cancelled or rescheduled by contacting you directly.

Q: What is the “Require Approval for Online Bookings” feature? A: When enabled, online bookings are not automatically confirmed. Instead, they remain in “Booked” status until you manually review and approve (confirm) or decline (cancel) the appointment. This gives you control over which bookings to accept. Clients receive a “Pending Approval” notification explaining their request is being reviewed. Q: What happens if I have both approval required and deposits enabled? A: Approval applies only to bookings where no deposit is required. When you require a deposit, the client pays at booking and the appointment confirms automatically on successful payment—the system does not hold it for approval after payment. So with deposits enabled, online bookings confirm on payment; approval applies only to bookings without a deposit. If you need to reject a booking after the client has paid, cancel it from the Scheduler and process a refund if appropriate. Q: What is the online waitlist feature? A: When enabled, clients can join a waitlist when no time slots are available for their selected date. You’ll see these entries in your Scheduler waitlist panel and can book them when spots open up. It helps capture demand that would otherwise be lost. Q: What happens when a client joins the online waitlist? A: The client receives a confirmation message (if automated messages are enabled). The waitlist entry appears in your Scheduler waitlist panel with the client’s preferred date and any notes they added. When a slot opens up, you contact the client and book from the waitlist. Q: What does “Hide prices in online booking” do? A: When enabled, service prices are hidden during online booking. Only the price prefix (e.g., “From”) is shown if set. This is useful for services with variable pricing that depend on consultation. Prices are confirmed after the appointment is checked out. Q: Can I hide prices for some services but not others? A: Yes! Each service can override the location default. Edit the service in your Service Catalogue and set “Hide Prices in Online Booking” to “Yes” or “No” to override the default. Q: Are deposits hidden when prices are hidden? A: No. Deposit amounts are always shown to clients, even when prices are hidden. Clients need to know what they’re paying upfront. The remaining balance is hidden and replaced with “Final price will be confirmed at your appointment.” Q: What is scheduling optimisation? A: Scheduling optimisation controls which time slots are shown to clients during online booking to help keep your calendar compact. You can show all slots, reduce gaps (hide slots that leave unfillable dead time), or eliminate gaps (only show slots directly next to existing bookings). Q: Does scheduling optimisation affect bookings made from the Scheduler? A: No. Business users always see all available time slots when booking from the Scheduler. The optimisation filter only applies to online bookings. Q: Why do I still see all slots on an empty day with “Eliminate calendar gaps” enabled? A: This is expected. When a team member has no existing appointments or blocked time on a day, there is nothing to cluster around, so all slots are shown. Once the first booking is placed, subsequent clients see only slots adjacent to that booking and shift boundaries. Q: How are processing time and buffer time shown to clients during online booking? A: Processing time is included in the total duration displayed to clients. For example, a 60-minute colour service with a 30-minute processing time shows as “90 mins (incl. 30 min processing time)” so clients understand the full appointment time. Buffer time (Buffer Before and Buffer After) is never shown to clients — it only affects team member availability on your internal calendar.

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