Cancel a Booking
Learn how to cancel a confirmed or accepted booking using the booking confirmation link.
Cancel a Booking
Overview
This article explains how to cancel a confirmed or accepted booking in Timerise, what happens when a booking is cancelled, and the difference between cancellation, no-show, and deletion.
How to cancel a booking (customer-initiated)
Customers can cancel their own booking directly from the confirmation page, without needing to contact you.
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Open the booking confirmation page — The link is included in the confirmation email or SMS sent to the customer at the time of booking. It looks like a personalised booking summary page.
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Click "Cancel booking" — This button is visible on the confirmation page as long as the booking is in a confirmed or accepted state.
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Confirm the cancellation — A prompt will appear asking to confirm. Click Delete (or the equivalent confirm button) to finalize the cancellation.
Once cancelled, the booking is removed from the schedule and the time slot becomes available for other customers to book.
What happens when a booking is cancelled?
- Customer notification — The customer receives a cancellation confirmation by email (and SMS if configured). This notification is sent automatically.
- Calendar sync — If the service is connected to Google Calendar or another calendar integration, the event is removed from the connected calendar automatically.
- Availability — The time slot is freed up immediately and can be booked again by other customers.
- Refunds — Timerise does not automatically issue refunds when a booking is cancelled. Refund processing depends on your payment configuration. If payments are handled via Stripe, you can manually issue a refund from the Stripe dashboard. Whether customers are entitled to a refund depends on your own cancellation policy.
Cancellation from the admin side
If you need to cancel a booking on behalf of a customer (e.g., the customer called you), use the booking's confirmation page link (findable in the admin booking list) and follow the same steps above, or contact support@timerise.io for assistance with bulk cancellations.
Difference between cancellation and no-show
| Status | Meaning |
|---|---|
| Cancelled | The booking was deliberately cancelled before the appointment time, by the customer or admin. Notifications are sent. |
| No-show | The customer did not attend the appointment. The booking may remain in a completed or separate no-show state depending on your workflow. No automatic notification is sent unless configured. |
Marking a booking as a no-show (where available) is useful for tracking customer behaviour and may affect whether a refund or penalty applies under your policy.
Cancellation policy
Timerise does not enforce a cancellation policy automatically. If you want to restrict cancellations to a certain window before the appointment (e.g., no cancellations within 24 hours), this must be communicated to customers through your booking confirmation messaging. Contact support@timerise.io to discuss options for restricting the cancellation window.
Notes
- A booking can only be cancelled if it is in a confirmed or accepted state. Bookings that have already been completed cannot be cancelled retroactively.
- Once cancelled, a booking cannot be un-cancelled. If the customer wants to rebook, they need to create a new booking.