Cancellation and Rescheduling Limits
Control whether, and how close to an appointment's start time, clients can cancel or reschedule on their own. Once a configured limit has passed, clients are prompted to contact the provider directly instead. Client self-cancellation and self-rescheduling can also be disabled entirely.
Built by Core Engineering
The problem it solves
Without a limit in place, clients can cancel or reschedule at the last minute with no friction, undermining a practice's cancellation policy and making it hard to backfill the slot. Cancellation and Rescheduling Limits solves this by automatically blocking self-service changes once a configured time window has passed, so the policy is enforced consistently instead of relying on staff to catch violations.
What's included
- Configurable Cancellation Limit defining how close to an appointment a client can self-cancel
- Configurable Reschedule Limit defining how close to an appointment a client can self-reschedule
- Toggle to disable client self-cancellation entirely
- Toggle to disable client self-rescheduling entirely
- Contact-provider prompt shown to clients once a limit has passed or self-service is disabled
How it works
An admin navigates to Settings > Appointments and sets a Cancellation Limit and/or Reschedule Limit, defining how many hours before an appointment a client can still make changes independently. If a client attempts to cancel or reschedule after that window has passed, they see a message directing them to contact the provider instead of being able to complete the action. Admins can also fully disable client self-cancellation or self-rescheduling from the same settings, in which case clients see this same contact-provider prompt regardless of timing.
Cancellation and Rescheduling Limits let admins control whether, and how close to an appointment's start time, clients can cancel or reschedule a session on their own. It's built for practices enforcing a cancellation policy without staff needing to manually catch and reject last-minute changes. Admins set a Cancellation Limit and a Reschedule Limit, such as 24 or 48 hours before the appointment, after which a client attempting to cancel or reschedule is prompted to contact the provider directly instead. Client self-cancellation and self-rescheduling can also be disabled entirely, in which case clients see the same contact-provider prompt regardless of timing.