[{"data":1,"prerenderedAt":1109},["ShallowReactive",2],{"help:\u002Fhelp\u002Fcalendar\u002Freschedule-cancel-and-no-shows":3,"help-all-categories":230,"help-cat-articles:\u002Fhelp\u002Fcalendar\u002Freschedule-cancel-and-no-shows":350,"help-related:\u002Fhelp\u002Fcalendar\u002Freschedule-cancel-and-no-shows":351},{"id":4,"title":5,"audience":6,"body":7,"category":212,"description":213,"draft":214,"extension":215,"icon":216,"keywords":217,"meta":218,"navigation":219,"order":220,"path":221,"related":222,"seo":226,"stem":227,"updatedAt":228,"__hash__":229},"help\u002Fhelp\u002Fcalendar\u002Freschedule-cancel-and-no-shows.md","Reschedule, cancel, and mark a no-show","clinic",{"type":8,"value":9,"toc":193},"minimark",[10,14,19,31,34,38,66,73,79,83,88,92,95,117,120,124,131,141,144,148,151,155,160,163,168,172,175,179],[11,12,13],"p",{},"Every change to a booking happens from the appointment panel — click the block on the calendar to open it.",[15,16,18],"h2",{"id":17},"check-a-client-in","Check a client in",[11,20,21,22,26,27,30],{},"The front desk lifecycle runs ",[23,24,25],"strong",{},"Booked → Checked in → In service → Done",". Advance it from the appointment panel as the visit progresses. The stage shows on the calendar block and on ",[23,28,29],{},"Today",", so anyone can see who has arrived without asking.",[11,32,33],{},"You can undo a stage if you tap ahead by mistake.",[15,35,37],{"id":36},"reschedule","Reschedule",[39,40,41,46,49,53,59,63],"steps",{},[42,43,45],"h3",{"id":44},"drag-the-block","Drag the block",[11,47,48],{},"On the calendar grid, drag an appointment to a new time or a different team member's column. A confirmation appears before anything is saved.",[42,50,52],{"id":51},"or-use-the-panel","Or use the panel",[11,54,55,56,58],{},"Open the appointment and choose ",[23,57,37],{}," for a date further out than the current view, or when you want to pick from open slots rather than eyeball the grid.",[42,60,62],{"id":61},"confirm","Confirm",[11,64,65],{},"Owneli checks the new slot for clashes and for the provider's working hours before committing. A move outside working hours warns you and lets you proceed.",[11,67,68,69,72],{},"An ",[23,70,71],{},"Undo"," appears briefly after a move — one click puts it back.",[74,75,76],"tip",{},[11,77,78],{},"Rescheduling keeps the same appointment, so the client's history stays a single thread rather than a cancellation plus a new booking.",[15,80,82],{"id":81},"cancel","Cancel",[11,84,55,85,87],{},[23,86,82],{},". You'll be asked for a reason, and — depending on the booking — for two money decisions.",[42,89,91],{"id":90},"the-deposit","The deposit",[11,93,94],{},"If a deposit was captured when the booking was made, you decide what happens to it:",[96,97,98,105,111],"ul",{},[99,100,101,104],"li",{},[23,102,103],{},"Refund"," — the deposit goes back to the client",[99,106,107,110],{},[23,108,109],{},"Forfeit"," — you keep it, as the late-cancellation charge",[99,112,113,116],{},[23,114,115],{},"Leave it"," — take no action now and resolve it later",[11,118,119],{},"Whichever you pick, a payment record and an audit entry are written. The money is never silently kept or silently lost.",[42,121,123],{"id":122},"the-fee","The fee",[11,125,126,127,130],{},"If your business has a late-cancellation fee configured, you can also charge it. ",[23,128,129],{},"It is off by default."," Staff-initiated cancellations don't charge automatically — clinics usually waive a fee when they're the ones cancelling, or when a client calls in politely.",[132,133,134],"warning",{},[11,135,136,137,140],{},"A forfeited deposit is credited against the fee. Owneli will not charge the full fee ",[23,138,139],{},"and"," keep the full deposit for the same cancellation.",[11,142,143],{},"When a client cancels themselves through their own booking link, the policy is applied automatically according to your cancellation window. The manual control described here is for the front desk.",[42,145,147],{"id":146},"filling-the-slot","Filling the slot",[11,149,150],{},"After a cancellation Owneli looks at your waitlist and, if it finds a match, offers to promote someone into the freed slot. If your business has automatic waitlist offers turned on, one-tap claim links go out to matching clients without you doing anything.",[15,152,154],{"id":153},"no-show","No-show",[11,156,55,157,159],{},[23,158,154],{},". The slot is released immediately so a walk-in can take it, and the no-show is recorded against the client.",[11,161,162],{},"Like cancellation, charging the no-show fee is an explicit opt-in — you see the exact amount before you confirm — and a captured deposit can be refunded or forfeited against it.",[132,164,165],{},[11,166,167],{},"No-show fees and late-cancellation fees can only be charged where a card was captured for that booking. If the booking was taken with no card, there is nothing to charge and the option won't do anything.",[15,169,171],{"id":170},"what-the-client-sees","What the client sees",[11,173,174],{},"Cancellations and reschedules trigger the matching client notification automatically, and a cancellation email discloses a fee if one was charged. You don't have to write it.",[15,176,178],{"id":177},"reporting-on-this","Reporting on this",[96,180,181,187],{},[99,182,183,186],{},[23,184,185],{},"Growth → Reports → Cancellations & no-shows"," — no-show rate by client, service and provider",[99,188,189,192],{},[23,190,191],{},"Growth → Reports → Cancellation & no-show fees"," — every fee charged, with the appointment behind it",{"title":194,"searchDepth":195,"depth":195,"links":196},"",2,[197,198,204,209,210,211],{"id":17,"depth":195,"text":18},{"id":36,"depth":195,"text":37,"children":199},[200,202,203],{"id":44,"depth":201,"text":45},3,{"id":51,"depth":201,"text":52},{"id":61,"depth":201,"text":62},{"id":81,"depth":195,"text":82,"children":205},[206,207,208],{"id":90,"depth":201,"text":91},{"id":122,"depth":201,"text":123},{"id":146,"depth":201,"text":147},{"id":153,"depth":195,"text":154},{"id":170,"depth":195,"text":171},{"id":177,"depth":195,"text":178},"calendar","Move a booking, cancel it cleanly, handle the deposit, and decide whether a fee is charged.",false,"md","i-lucide-calendar-x",[],{},true,30,"\u002Fhelp\u002Fcalendar\u002Freschedule-cancel-and-no-shows",[223,224,225],"\u002Fhelp\u002Fcalendar\u002Fbook-an-appointment","\u002Fhelp\u002Fcheckout\u002Fdeposits-and-cancellation-fees","\u002Fhelp\u002Fcalendar\u002Fblock-time-and-the-waitlist",{"title":5,"description":213},"help\u002Fcalendar\u002Freschedule-cancel-and-no-shows","2026-09-01","0oa_4sNZKD0C8C1urXvUS38btlJ0G3kYyxFsjl-QiNQ",[231,242,250,259,269,279,289,299,309,319,329,340],{"id":232,"title":233,"audience":6,"description":234,"extension":235,"icon":236,"meta":237,"order":238,"slug":239,"stem":240,"__hash__":241},"helpCategories\u002Fhelp\u002Fcategories\u002Fgetting-started.yml","Getting started","Set up your workspace, learn the layout, and run your first day.","yml","i-lucide-compass",{},1,"getting-started","help\u002Fcategories\u002Fgetting-started","lTnfg_2tKvxQ9QanJ9XY3shoBHrJNWNfnxhcYaaKKPI",{"id":243,"title":244,"audience":6,"description":245,"extension":235,"icon":246,"meta":247,"order":195,"slug":212,"stem":248,"__hash__":249},"helpCategories\u002Fhelp\u002Fcategories\u002Fcalendar.yml","Calendar & booking","Book, move, and cancel appointments. Block time, work the waitlist, and read the grid at a glance.","i-lucide-calendar",{},"help\u002Fcategories\u002Fcalendar","s5UMHzRIeTUFi7mdsOyuSluzJBp79U9WTsTpOtbaW-E",{"id":251,"title":252,"audience":6,"description":253,"extension":235,"icon":254,"meta":255,"order":201,"slug":256,"stem":257,"__hash__":258},"helpCategories\u002Fhelp\u002Fcategories\u002Fcheckout.yml","Checkout & payments","Ring up a sale, take tips, handle deposits and fees, issue refunds, and close the drawer.","i-lucide-credit-card",{},"checkout","help\u002Fcategories\u002Fcheckout","4PQPgJd7Z25g0SvtoqqdMlnzk3DlcJpaZhNAiNiYVW0",{"id":260,"title":261,"audience":6,"description":262,"extension":235,"icon":263,"meta":264,"order":265,"slug":266,"stem":267,"__hash__":268},"helpCategories\u002Fhelp\u002Fcategories\u002Fclients.yml","Clients & forms","Add and find clients, read a client profile, and send forms and consents.","i-lucide-users",{},4,"clients","help\u002Fcategories\u002Fclients","u-tqzEJo2gR_wJ7x7y-EMIF3L4TP9EuBWlamwgwCC0I",{"id":270,"title":271,"audience":6,"description":272,"extension":235,"icon":273,"meta":274,"order":275,"slug":276,"stem":277,"__hash__":278},"helpCategories\u002Fhelp\u002Fcategories\u002Fretail.yml","Memberships, packages & gift cards","The things clients buy once and spend down over time, and how each one behaves at checkout.","i-lucide-gift",{},5,"retail","help\u002Fcategories\u002Fretail","wVVr_rc_P9p2RZWwy0XKsNB9fQ7XtQxxIz4qnixkGkg",{"id":280,"title":281,"audience":6,"description":282,"extension":235,"icon":283,"meta":284,"order":285,"slug":286,"stem":287,"__hash__":288},"helpCategories\u002Fhelp\u002Fcategories\u002Foperations.yml","Operations","The internal side of the business, covering your written playbook, task boards, venue incidents, and the policies everyone signs.","i-lucide-briefcase",{},6,"operations","help\u002Fcategories\u002Foperations","kSPRTYYbOW5LBNuaYXGv0C4IE7BqS2n-OkCSI97f-cM",{"id":290,"title":291,"audience":6,"description":292,"extension":235,"icon":293,"meta":294,"order":295,"slug":296,"stem":297,"__hash__":298},"helpCategories\u002Fhelp\u002Fcategories\u002Fteam.yml","Team & scheduling","Working hours, the weekly roster, clock-in, timesheets, and time off.","i-lucide-id-card",{},7,"team","help\u002Fcategories\u002Fteam","1cMbCRwUmewb4t_DwUJ7jJUjntx-odU8jRDgBredsPs",{"id":300,"title":301,"audience":6,"description":302,"extension":235,"icon":303,"meta":304,"order":305,"slug":306,"stem":307,"__hash__":308},"helpCategories\u002Fhelp\u002Fcategories\u002Fgrowth.yml","Reports & growth","Read the numbers, export them, and find the report you actually need.","i-lucide-trending-up",{},8,"growth","help\u002Fcategories\u002Fgrowth","3XyCU-DkoYi7xSPz0tDRohlYkNBUS0YsLo-insknI8o",{"id":310,"title":311,"audience":6,"description":312,"extension":235,"icon":313,"meta":314,"order":315,"slug":316,"stem":317,"__hash__":318},"helpCategories\u002Fhelp\u002Fcategories\u002Fsettings.yml","Settings & admin","Services and pricing, who can see what, and moving your data in from another system.","i-lucide-settings",{},9,"settings","help\u002Fcategories\u002Fsettings","rdLQHp7tfAu5iySbsypfXu1kOuujDAuLVk6yGidNvtQ",{"id":320,"title":321,"audience":6,"description":322,"extension":235,"icon":323,"meta":324,"order":325,"slug":326,"stem":327,"__hash__":328},"helpCategories\u002Fhelp\u002Fcategories\u002Faccount.yml","Your login and profile","Your own login, password, two-factor security, profile, and language.","i-lucide-user-circle",{},10,"account","help\u002Fcategories\u002Faccount","8JZPH_8Q-lnEEFgysE9gCwyd1pzUe2hfAebATuQ5Pog",{"id":330,"title":331,"audience":332,"description":333,"extension":235,"icon":334,"meta":335,"order":336,"slug":337,"stem":338,"__hash__":339},"helpCategories\u002Fhelp\u002Fcategories\u002Fbook-online.yml","Book online","client","Booking, paying, and managing your visit from your venue's booking page and the private links they send you.","i-lucide-globe",{},20,"book-online","help\u002Fcategories\u002Fbook-online","dUBIoELt-ci1vqbw_VX1VA6PGJV8V-9x4ZmpAk1aXXE",{"id":341,"title":342,"audience":332,"description":343,"extension":235,"icon":344,"meta":345,"order":346,"slug":347,"stem":348,"__hash__":349},"helpCategories\u002Fhelp\u002Fcategories\u002Fportal.yml","Your account and visits","Booking from your account, managing your visits, and using your wallet, memberships and rewards.","i-lucide-user-round",{},21,"portal","help\u002Fcategories\u002Fportal","D8_zQhv9hO2b9PYDADw-ebh1yZUuC0UcBt3DDZbMAH4",[],[352,551,883],{"id":353,"title":354,"audience":6,"body":355,"category":212,"description":542,"draft":214,"extension":215,"icon":543,"keywords":544,"meta":545,"navigation":219,"order":336,"path":223,"related":546,"seo":548,"stem":549,"updatedAt":228,"__hash__":550},"help\u002Fhelp\u002Fcalendar\u002Fbook-an-appointment.md","Book an appointment",{"type":8,"value":356,"toc":527},[357,360,364,388,392,473,477,480,493,497,500,504,515,519,522],[11,358,359],{},"Bookings are made in one panel that slides in from the right. You can open it from anywhere in the app, so you never have to navigate to the calendar first just to take a booking over the phone.",[15,361,363],{"id":362},"open-the-booking-panel","Open the booking panel",[96,365,366,369,376],{},[99,367,368],{},"Click an empty slot on the calendar — the date, time, and team member are pre-filled from where you clicked",[99,370,371,372,375],{},"Use ",[23,373,374],{},"Add → New appointment"," in the calendar toolbar",[99,377,378,379,383,384,387],{},"Use the search palette (",[380,381,382],"code",{},"⌘K"," \u002F ",[380,385,386],{},"Ctrl+K",")",[15,389,391],{"id":390},"build-the-booking","Build the booking",[39,393,394,398,405,408,412,415,418,422,425,428,432,439,442,446,466,470],{},[42,395,397],{"id":396},"pick-the-client","Pick the client",[11,399,400,401,404],{},"Search by name, email, or phone. If they're new, ",[23,402,403],{},"New client"," opens the add-client overlay without losing your booking — you come straight back with them attached.",[11,406,407],{},"Once a client is attached you'll see a snapshot beside the form: their upcoming visits, what they usually book, and any tags. Recent services appear as one-tap cards, so rebooking a regular is a single click.",[42,409,411],{"id":410},"choose-services","Choose services",[11,413,414],{},"Pick one or more. Each service you add extends the visit and stacks in the summary with its own duration and price.",[11,416,417],{},"Where a service has pricing options or variants, choose one — the duration and price follow the option, not the base service. If the client holds a membership that discounts this service, the member price is shown.",[42,419,421],{"id":420},"assign-a-provider","Assign a provider",[11,423,424],{},"Each service can go to a different team member, so a visit that starts with one person and finishes with another books as one appointment rather than two.",[11,426,427],{},"Only staff who are bookable and have working hours that day appear.",[42,429,431],{"id":430},"pick-a-time","Pick a time",[11,433,434,435,438],{},"Open slots for the selected date are offered. If the day is full, ",[23,436,437],{},"Find next available"," jumps to the next date that fits.",[11,440,441],{},"You can still book outside working hours — the panel warns you that the slot is off-hours and lets you book anyway. That's how you take the 7am regular who arrives before the doors open.",[42,443,445],{"id":444},"add-anything-else","Add anything else",[96,447,448,454,460],{},[99,449,450,453],{},[23,451,452],{},"Resources"," — if the service needs a room or a machine, it's reserved with the booking. Equipment already taken at that time is shown as busy.",[99,455,456,459],{},[23,457,458],{},"Internal note"," — visible to staff only, never to the client.",[99,461,462,465],{},[23,463,464],{},"Repeat"," — weekly, every two weeks, every four weeks, or monthly, for a set number of occurrences. Owneli books the whole series at once and tells you if any occurrence had to be skipped because of a clash.",[42,467,469],{"id":468},"book-it","Book it",[11,471,472],{},"The footer shows the full visit — total duration, total price, and any deposit due. Confirm and the block appears on the grid.",[15,474,476],{"id":475},"payment-terms-for-this-booking","Payment terms for this booking",[11,478,479],{},"If your business requires a card on file or a deposit, the panel shows what applies and what's due. You can override it for this one booking — no card, card on file, or deposit — without changing your business-wide policy.",[132,481,482],{},[11,483,484,485,487,488,492],{},"Overriding down to \"no card\" for a booking waives the deposit ",[23,486,139],{}," the ability to charge that client a late-cancellation or no-show fee later. Fees can only be collected where a card was captured. See ",[489,490,491],"a",{"href":224},"Deposits, cancellation and no-show fees",".",[15,494,496],{"id":495},"double-bookings","Double bookings",[11,498,499],{},"By default an overlapping booking is refused. If your business has overlapping bookings enabled, the booking succeeds and you get a notice naming the appointment it stacked on, so a deliberate double-book never looks like an accident.",[15,501,503],{"id":502},"group-bookings","Group bookings",[11,505,506,507,510,511,514],{},"To book several guests into one visit, use ",[23,508,509],{},"Add → Group appointment"," in the calendar toolbar, or ",[23,512,513],{},"Group appointment"," from the empty-slot menu. Each guest gets their own service and provider, and they move, check in, and check out together.",[15,516,518],{"id":517},"after-the-appointment-is-booked","After the appointment is booked",[11,520,521],{},"The block on the grid is the appointment's home. Clicking it opens the detail panel where you check the client in, add services, take payment, reschedule, or cancel.",[74,523,524],{},[11,525,526],{},"Confirmation emails and reminders go out automatically based on your automation settings — you don't send them by hand.",{"title":194,"searchDepth":195,"depth":195,"links":528},[529,530,538,539,540,541],{"id":362,"depth":195,"text":363},{"id":390,"depth":195,"text":391,"children":531},[532,533,534,535,536,537],{"id":396,"depth":201,"text":397},{"id":410,"depth":201,"text":411},{"id":420,"depth":201,"text":421},{"id":430,"depth":201,"text":431},{"id":444,"depth":201,"text":445},{"id":468,"depth":201,"text":469},{"id":475,"depth":195,"text":476},{"id":495,"depth":195,"text":496},{"id":502,"depth":195,"text":503},{"id":517,"depth":195,"text":518},"Build a booking from the calendar — client, services, provider, time — plus repeats, resources, and per-booking payment terms.","i-lucide-calendar-plus",[],{},[547,221,224],"\u002Fhelp\u002Fcalendar\u002Ffind-your-way-around",{"title":354,"description":542},"help\u002Fcalendar\u002Fbook-an-appointment","ooMBrRZqK4Rsj4YDfn_1kEncmLcAVprsjqqyf0yW8_w",{"id":552,"title":491,"audience":6,"body":553,"category":256,"description":873,"draft":214,"extension":215,"icon":874,"keywords":875,"meta":876,"navigation":219,"order":220,"path":224,"related":877,"seo":879,"stem":880,"updatedAt":881,"__hash__":882},"help\u002Fhelp\u002Fcheckout\u002Fdeposits-and-cancellation-fees.md",{"type":8,"value":554,"toc":853},[555,558,563,567,570,620,632,636,647,651,658,662,665,675,680,684,687,691,700,706,710,713,747,751,758,764,773,777,780,798,808,812,815,819,826,830],[11,556,557],{},"This is the most consequential set of settings in the app: it decides whether a client is asked for money before they've been seen, and whether you can charge them when they don't turn up. It's worth reading in full before you turn any of it on.",[11,559,560],{},[23,561,562],{},"Settings → Payments → Payment policy",[15,564,566],{"id":565},"the-three-modes","The three modes",[11,568,569],{},"Everything starts with one choice.",[571,572,573,586],"table",{},[574,575,576],"thead",{},[577,578,579,583],"tr",{},[580,581,582],"th",{},"Mode",[580,584,585],{},"What happens at booking",[587,588,589,600,610],"tbody",{},[577,590,591,597],{},[592,593,594],"td",{},[23,595,596],{},"No policy",[592,598,599],{},"Nothing is asked for. No card, no deposit.",[577,601,602,607],{},[592,603,604],{},[23,605,606],{},"Card on file",[592,608,609],{},"A card is required to book. The client is not charged at booking.",[577,611,612,617],{},[592,613,614],{},[23,615,616],{},"Deposit",[592,618,619],{},"A deposit is required to book, and it's taken at booking.",[621,622,623],"caution",{},[11,624,625,626,628,629,631],{},"Under ",[23,627,596],{}," you cannot charge a late-cancellation or no-show fee — there is no card to charge. Enabling a fee while the mode is ",[23,630,596],{}," does nothing. The booking screen won't even disclose the fee, because it can never be collected.",[15,633,635],{"id":634},"sizing-the-deposit","Sizing the deposit",[11,637,638,639,642,643,646],{},"A deposit is either a ",[23,640,641],{},"percentage"," of the visit or a ",[23,644,645],{},"fixed amount",". A percentage of an $800 course is a very different number from a percentage of a $40 add-on, so pick deliberately.",[42,648,650],{"id":649},"across-a-multi-service-visit","Across a multi-service visit",[11,652,653,654,657],{},"When a visit has several services, all the services without their own override are pooled and the deposit is sized ",[23,655,656],{},"once"," against that pooled subtotal. So a fixed $25 deposit charges $25 for the visit, not $25 per service; a 20% deposit applies to the whole pool.",[15,659,661],{"id":660},"cancellation-and-no-show-fees","Cancellation and no-show fees",[11,663,664],{},"Both can be a percentage of the visit or a fixed amount, and each is switched on independently.",[11,666,667,670,671,674],{},[23,668,669],{},"Late cancellation"," also has a ",[23,672,673],{},"window",", in hours. Cancel earlier than the window and it's free. Cancel inside the window and the fee applies.",[11,676,677,679],{},[23,678,154],{}," has no window — it applies when the appointment is marked as a no-show.",[15,681,683],{"id":682},"the-minimum-appointment-value","The minimum appointment value",[11,685,686],{},"Set a minimum and the card \u002F deposit requirement only applies to bookings above it. A $15 brow tidy books with nothing; a $300 course requires the deposit. The disclosure the client sees reflects this — \"applies to appointments over $150\".",[15,688,690],{"id":689},"escalation","Escalation",[11,692,693,694,696,697,699],{},"Optionally, a booking whose total crosses a threshold can be forced to take a deposit even when your normal mode is ",[23,695,596],{}," or ",[23,698,606],{},". Set the threshold and, if you want, a different sizing for the escalated deposit.",[11,701,702,703,705],{},"Escalation is skipped entirely when your mode is already ",[23,704,616],{},", and it never produces a deposit step with nothing due.",[15,707,709],{"id":708},"overrides","Overrides",[11,711,712],{},"Policy is resolved in this order, most specific first:",[39,714,715,719,724,728,731,735,738,742],{},[42,716,718],{"id":717},"the-individual-booking","The individual booking",[11,720,721,722,492],{},"Whoever takes the booking can override the terms for that one appointment. See ",[489,723,354],{"href":223},[42,725,727],{"id":726},"the-service","The service",[11,729,730],{},"A single service can carry its own policy — \"the laser course always takes a deposit, everything else doesn't\". Set it on the service.",[42,732,734],{"id":733},"the-location","The location",[11,736,737],{},"A location can replace the business policy entirely. It's a whole-policy override, not a per-field merge — the mode and the fee rules are interdependent, so a location either uses its own or inherits the business one.",[42,739,741],{"id":740},"the-business","The business",[11,743,744,745,492],{},"Your default, under ",[23,746,562],{},[42,748,750],{"id":749},"how-overrides-combine-on-one-visit","How overrides combine on one visit",[11,752,753,754,757],{},"When services on one visit disagree, ",[23,755,756],{},"the strictest requirement wins for the visit",": no policy \u003C card on file \u003C deposit. One service that requires a deposit pulls the whole visit into a single deposit step.",[11,759,760,761,763],{},"A service explicitly set to ",[23,762,596],{}," weakens only its own line. It won't rescue the visit if another service still requires a card.",[132,765,766],{},[11,767,768,769,772],{},"Explicit per-service overrides are treated as deliberate configuration and are ",[23,770,771],{},"not"," subject to the minimum-appointment-value threshold. If you set a service to require a deposit, it requires one at any price.",[15,774,776],{"id":775},"charging-a-fee-in-practice","Charging a fee in practice",[11,778,779],{},"The two paths behave differently, on purpose.",[96,781,782,788],{},[99,783,784,787],{},[23,785,786],{},"The client cancels themselves"," through their own booking link — the policy is applied automatically. The window is checked, the fee resolved, the card charged.",[99,789,790,793,794,797],{},[23,791,792],{},"The front desk cancels or marks a no-show"," — the fee is ",[23,795,796],{},"off by default",". You see the resolved amount and confirm it explicitly. Clinics usually waive when they're the ones cancelling, or when a regular calls in.",[11,799,800,801,696,804,807],{},"If a deposit was captured, you also choose whether to ",[23,802,803],{},"refund",[23,805,806],{},"forfeit"," it. A forfeited deposit is credited against the fee, so the same cancellation is never penalised twice. Every outcome writes a payment record and an audit entry.",[15,809,811],{"id":810},"what-the-client-is-told","What the client is told",[11,813,814],{},"At booking, the client sees a plain-language summary generated from your settings — the deposit required, the free-cancellation window, and the fee amounts. It's also on their manage-booking page. You don't have to write or maintain that copy; changing the policy changes what they're shown.",[15,816,818],{"id":817},"prerequisites","Prerequisites",[11,820,821,822,825],{},"Deposits and fees need a connected payment processor — ",[23,823,824],{},"Settings → Payments",". Without it there's nothing to capture a card with.",[15,827,829],{"id":828},"reporting","Reporting",[96,831,832,838,843],{},[99,833,834,837],{},[23,835,836],{},"Growth → Reports → Cancellation fees"," — every fee charged, and the appointment behind it",[99,839,840,186],{},[23,841,842],{},"Growth → Reports → No-shows",[99,844,845,848,849,852],{},[23,846,847],{},"Growth → Reports → Prepayments"," and ",[23,850,851],{},"Deferred revenue"," — money taken for work not yet done",{"title":194,"searchDepth":195,"depth":195,"links":854},[855,856,859,860,861,862,869,870,871,872],{"id":565,"depth":195,"text":566},{"id":634,"depth":195,"text":635,"children":857},[858],{"id":649,"depth":201,"text":650},{"id":660,"depth":195,"text":661},{"id":682,"depth":195,"text":683},{"id":689,"depth":195,"text":690},{"id":708,"depth":195,"text":709,"children":863},[864,865,866,867,868],{"id":717,"depth":201,"text":718},{"id":726,"depth":201,"text":727},{"id":733,"depth":201,"text":734},{"id":740,"depth":201,"text":741},{"id":749,"depth":201,"text":750},{"id":775,"depth":195,"text":776},{"id":810,"depth":195,"text":811},{"id":817,"depth":195,"text":818},{"id":828,"depth":195,"text":829},"The three payment-policy modes, how a deposit is sized across a multi-service visit, and exactly when a fee can be charged.","i-lucide-shield-check",[],{},[221,878,223],"\u002Fhelp\u002Fcheckout\u002Ftake-a-payment",{"title":491,"description":873},"help\u002Fcheckout\u002Fdeposits-and-cancellation-fees","2026-07-26","75NZaIiVEhZyP5-WS0x8c3vCsiSvZJWqnOQUJRyjkHU",{"id":884,"title":885,"audience":6,"body":886,"category":212,"description":1100,"draft":214,"extension":215,"icon":1101,"keywords":1102,"meta":1103,"navigation":219,"order":1104,"path":225,"related":1105,"seo":1106,"stem":1107,"updatedAt":228,"__hash__":1108},"help\u002Fhelp\u002Fcalendar\u002Fblock-time-and-the-waitlist.md","Block time and work the waitlist",{"type":8,"value":887,"toc":1090},[888,892,895,902,905,914,921,925,932,936,939,977,981,1035,1038,1042,1045,1065,1069,1072,1075,1080,1084],[15,889,891],{"id":890},"block-time","Block time",[11,893,894],{},"Blocked time is time that exists on the calendar but can't be booked — lunch, a break, training, a supplier visit, admin catch-up.",[11,896,897,898,901],{},"Open it from ",[23,899,900],{},"Add → Block time"," in the calendar toolbar, or from the menu that appears when you click an empty slot. Set the team member, the date and time range, and a short label so the rest of the desk knows what it is.",[11,903,904],{},"Blocked time renders as a hatched band rather than a coloured block, so it never reads as a booking at a glance. Online booking will not offer a blocked slot.",[74,906,907],{},[11,908,909,910,913],{},"Use blocked time for one-off, same-week interruptions. For a pattern that repeats every week — a standing Wednesday afternoon off — change the person's working hours under ",[23,911,912],{},"Team → Scheduling"," instead. Blocking the same two hours fifty-two times is not the tool.",[11,915,916,917,920],{},"For whole days away, use ",[23,918,919],{},"Operations → Time off"," so the absence goes through approval and lands on the roster properly. Approved time off appears on the calendar automatically.",[15,922,924],{"id":923},"the-waitlist","The waitlist",[11,926,927,928,931],{},"The waitlist is your list of clients who want in but couldn't get the slot they wanted. Open it from ",[23,929,930],{},"Waitlist"," in the calendar toolbar.",[42,933,935],{"id":934},"adding-someone","Adding someone",[11,937,938],{},"Capture:",[96,940,941,946,952,959,965,971],{},[99,942,943,944],{},"The ",[23,945,332],{},[99,947,943,948,951],{},[23,949,950],{},"service"," (or several)",[99,953,954,955,958],{},"A ",[23,956,957],{},"preferred provider",", or leave it open to anyone",[99,960,954,961,964],{},[23,962,963],{},"date range"," they'd accept",[99,966,954,967,970],{},[23,968,969],{},"time preference"," — any, morning, afternoon, or evening",[99,972,973,976],{},[23,974,975],{},"Notes"," and an optional expiry",[42,978,980],{"id":979},"entry-states","Entry states",[571,982,983,993],{},[574,984,985],{},[577,986,987,990],{},[580,988,989],{},"State",[580,991,992],{},"Meaning",[587,994,995,1005,1015,1025],{},[577,996,997,1002],{},[592,998,999],{},[23,1000,1001],{},"Waiting",[592,1003,1004],{},"Live, and eligible to be offered a slot",[577,1006,1007,1012],{},[592,1008,1009],{},[23,1010,1011],{},"Booked",[592,1013,1014],{},"Converted into a real appointment",[577,1016,1017,1022],{},[592,1018,1019],{},[23,1020,1021],{},"Expired",[592,1023,1024],{},"Passed its expiry date without being placed",[577,1026,1027,1032],{},[592,1028,1029],{},[23,1030,1031],{},"Cancelled",[592,1033,1034],{},"Withdrawn",[11,1036,1037],{},"The panel shows a count against each state, so you can tell at a glance whether your list is working or just accumulating.",[42,1039,1041],{"id":1040},"how-the-list-is-ordered","How the list is ordered",[11,1043,1044],{},"Your business chooses the priority strategy in settings:",[96,1046,1047,1053,1059],{},[99,1048,1049,1052],{},[23,1050,1051],{},"Highest value"," — the entry worth the most money first (the default)",[99,1054,1055,1058],{},[23,1056,1057],{},"Longest waiting"," — first in, first out",[99,1060,1061,1064],{},[23,1062,1063],{},"Manual"," — no ranking; you decide",[42,1066,1068],{"id":1067},"filling-a-slot","Filling a slot",[11,1070,1071],{},"When an appointment is cancelled or marked as a no-show, Owneli looks for a waitlist entry matching the freed service, provider and time, and offers to promote it. Accept and the entry becomes a real appointment.",[11,1073,1074],{},"If your business has enabled automatic offers, matching clients receive a one-tap claim link instead — the first to claim gets the slot, and the entry converts itself.",[132,1076,1077],{},[11,1078,1079],{},"Automatic offers are off unless someone turns them on. Until then the waitlist is a prompt for the front desk, not an autopilot.",[42,1081,1083],{"id":1082},"reporting-on-it","Reporting on it",[11,1085,1086,1089],{},[23,1087,1088],{},"Growth → Reports → Waitlist"," shows how many entries you take, how many convert, and how long people wait — which is the honest measure of whether the list is earning its keep.",{"title":194,"searchDepth":195,"depth":195,"links":1091},[1092,1093],{"id":890,"depth":195,"text":891},{"id":923,"depth":195,"text":924,"children":1094},[1095,1096,1097,1098,1099],{"id":934,"depth":201,"text":935},{"id":979,"depth":201,"text":980},{"id":1040,"depth":201,"text":1041},{"id":1067,"depth":201,"text":1068},{"id":1082,"depth":201,"text":1083},"Keep time off the grid for breaks and training, and turn cancellations into filled slots.","i-lucide-clock",[],{},40,[547,221],{"title":885,"description":1100},"help\u002Fcalendar\u002Fblock-time-and-the-waitlist","wUavHwlyIS3JrKE9DSdM2dXA7MLmtCfaY8GT1Nh-NB4",1790218957157]