Setting your cancellation policy
Window hours, late fees, and what clients see before booking.
A clear cancellation policy protects your time and reduces last-minute no-shows.
Where to set it: Go to Settings -> Cancellation Policy.
Free cancellation window: Choose how far in advance clients must cancel to avoid a fee: - 0 hours (always free) - 2 hours - 6 hours - 12 hours - 24 hours (most common) - 48 hours
Late cancellation fee: Set a flat dollar amount charged when a client cancels inside your window. Common ranges: $20-$50 for short services, $50-$100 for longer or premium services.
Stripe must be connected to collect fees. If a client cancels inside your window, they see the fee amount and must confirm before proceeding.
Custom policy text: Write a short plain-language explanation. Shown to clients: 1. On the booking page before they confirm their appointment 2. On the cancellation page when they cancel
Example: "Cancellations within 24 hours of your appointment are subject to a $25 fee. Thank you for your understanding."
How the cancel flow works for clients: 1. They receive a confirmation email with a direct cancel link (no login required) 2. They click the link and verify their email 3. If outside the window: cancels immediately for free 4. If inside the window: sees the fee warning, confirms to proceed, fee is charged to their card
Pro tip: A 24-hour window with a $25-$50 fee is the most common setup among Bontro pros. It is firm enough to deter casual no-shows without feeling punitive to clients who have real emergencies.
Related articles: - managing-appointments - accepting-payments - my-bookings-page