We understand that plans can change. If clients need to cancel or amend their appointment, they can do so more than 24 hours before the scheduled start time. If a client cancels or reschedules more than 24 hours before the start time, no cancellation fee applies and you do not receive a payout for that booking. If a booking is cancelled or rescheduled within 24 hours, a client cancellation policy applies.
Unless the cancellation is due to a severe illness or emergency or unsettled payment;
For any cancellation or rescheduling that takes place between 24 hours & 4 hours prior to the scheduled booking start time, a cancellation fee of 50% of the total amount is applied to the client and the pro receives their money (minus the Blys fee) accordingly.
For any cancellation or rescheduling that takes place less than 4 hours prior to the scheduled booking start time, a cancellation fee of 100% of the total amount is applied and the pro receives their money (minus the Blys fee) accordingly.
Clients can cancel a confirmed booking within 10 minutes of booking confirmation without a penalty, whether it's within 24 hours or not.
If the client is running late to a scheduled appointment, we allow 20 minutes for their arrival. If they still haven’t shown up after 20 minutes, we consider the booking as a no-show and apply the full 100% cancellation fee.
If they do show up within 20 minutes but late, you can still start but let the client know you may need to finish at the planned time if you have another commitment or client after that booking.
Unless the cancellation is due to a severe illness or emergency or unsettled payment, providers receive their payout as per the windows above (50% between 24 and 4 hours, 100% under 4 hours), then added to your account balance after the 48 hour Cancellation Review Buffer. For example, if your payout for a booking is $120 and the client cancels 2 hours before the start time, you still receive the full $120. Full breakdown: What you receive if a client cancels.
We put this cancellation and rescheduling policy in place to protect the income of our professional partners.
If a client makes a booking and their payment fails (e.g. their card was declined), they will receive a notification to settle the payment. The payment for bookings must be settled within the allocated time after booking confirmation. If it hasn't, the booking gets automatically cancelled to protect the provider's income.
Providers won't receive payment for bookings that are cancelled due to unsettled booking payments. (What happens if my payment has been declined?)
You can find the client cancellation policy on this page: Cancellation and Rescheduling Policy