[{"data":1,"prerenderedAt":1128},["ShallowReactive",2],{"help:\u002Fhelp\u002Fsettings\u002Fpayment-policy":3,"help-all-categories":276,"help-cat-articles:\u002Fhelp\u002Fsettings\u002Fpayment-policy":396,"help-related:\u002Fhelp\u002Fsettings\u002Fpayment-policy":397},{"id":4,"title":5,"audience":6,"body":7,"category":254,"description":255,"draft":256,"extension":257,"icon":258,"keywords":259,"meta":266,"navigation":267,"order":268,"path":269,"related":270,"seo":272,"stem":273,"updatedAt":274,"__hash__":275},"help\u002Fhelp\u002Fsettings\u002Fpayment-policy.md","Set your payment policy — deposits and no-show fees","clinic",{"type":8,"value":9,"toc":235},"minimark",[10,19,31,36,104,108,111,127,131,145,183,187,190,200,204,208,211,215,228,232],[11,12,13,14,18],"p",{},"Your payment policy decides what clients commit to when they book: nothing, a deposit, or a card on file — plus what a late cancellation or no-show costs them. Admins configure it in ",[15,16,17],"strong",{},"Settings → Payments → Payment policy","; a live preview shows exactly what clients will read.",[11,20,21,24,25,30],{},[15,22,23],{},"Before you start:"," ",[26,27,29],"a",{"href":28},"\u002Fhelp\u002Fsettings\u002Fconnect-payments","connect card payments"," — deposits and fees need a way to charge.",[32,33,35],"h2",{"id":34},"what-are-the-payment-policy-options","What are the payment policy options?",[37,38,39,55],"table",{},[40,41,42],"thead",{},[43,44,45,49,52],"tr",{},[46,47,48],"th",{},"Mode",[46,50,51],{},"Money at booking",[46,53,54],{},"Fees chargeable later?",[56,57,58,72,92],"tbody",{},[43,59,60,66,69],{},[61,62,63],"td",{},[15,64,65],{},"No payment required",[61,67,68],{},"None",[61,70,71],{},"No — without a captured card, fees can't be collected",[43,73,74,79,89],{},[61,75,76],{},[15,77,78],{},"Deposit",[61,80,81,82,85,86],{},"Part of the price, fixed ",[15,83,84],{},"$"," or ",[15,87,88],{},"%",[61,90,91],{},"Yes",[43,93,94,99,102],{},[61,95,96],{},[15,97,98],{},"Card on file",[61,100,101],{},"None — a card is securely saved",[61,103,91],{},[32,105,107],{"id":106},"cancellation-and-no-show-fees","Cancellation and no-show fees",[11,109,110],{},"When a card is captured (deposit or card-on-file mode), you can turn on:",[112,113,114,121],"ul",{},[115,116,117,120],"li",{},[15,118,119],{},"Late-cancellation fee"," — choose the free-cancellation window (1 to 72 hours before the appointment) and a fixed or percentage fee. Cancelling inside the window is free.",[115,122,123,126],{},[15,124,125],{},"No-show fee"," — its own fixed or percentage amount for clients who don't arrive.",[32,128,130],{"id":129},"fine-tuning","Fine-tuning",[112,132,133,139],{},[115,134,135,138],{},[15,136,137],{},"Minimum booking value"," — apply the policy only above a threshold, so a quick low-price service doesn't demand a card.",[115,140,141,144],{},[15,142,143],{},"Escalation threshold"," — in \"no payment\" or \"card on file\" mode, additionally require payment above a certain booking value, so big bookings carry commitment even when small ones don't.",[146,147,148,153,156,160,169,173,176,180],"steps",{},[149,150,152],"h3",{"id":151},"pick-a-mode","Pick a mode",[11,154,155],{},"Choose one of the three radio cards.",[149,157,159],{"id":158},"set-the-amounts","Set the amounts",[11,161,162,163,165,166,168],{},"Deposit amount, fee amounts, and the cancellation window — toggling ",[15,164,84],{}," \u002F ",[15,167,88],{}," where offered.",[149,170,172],{"id":171},"read-the-client-preview","Read the client preview",[11,174,175],{},"The preview panel shows the exact bullets a client sees when booking. If it reads wrong to you, it will read wrong to them.",[149,177,179],{"id":178},"save","Save",[11,181,182],{},"The policy applies to new bookings from now on.",[32,184,186],{"id":185},"per-location-overrides","Per-location overrides",[11,188,189],{},"The policy here is the business default. A location can carry its own override — the same editor appears in the location's settings — for markets that genuinely differ.",[191,192,193],"warning",{},[11,194,195,196,199],{},"Automatic enforcement applies to ",[15,197,198],{},"client-facing booking"," (your online booking page and links). When staff book from the calendar, the panel shows what the policy asks for, but staff can override it for that one booking — and overriding down to \"no card\" waives the ability to charge that client a fee later.",[32,201,203],{"id":202},"common-questions","Common questions",[149,205,207],{"id":206},"can-i-have-different-deposits-for-different-services","Can I have different deposits for different services?",[11,209,210],{},"The policy is value-based, not per-service: use the minimum value and escalation threshold to make expensive bookings carry more commitment.",[149,212,214],{"id":213},"when-is-the-no-show-fee-actually-charged","When is the no-show fee actually charged?",[11,216,217,218,222,223,227],{},"By your team, from the appointment, when they mark a no-show — the policy makes it ",[219,220,221],"em",{},"chargeable",", it doesn't fire automatically. See ",[26,224,226],{"href":225},"\u002Fhelp\u002Fcheckout\u002Fdeposits-and-cancellation-fees","Deposits, cancellation and no-show fees",".",[149,229,231],{"id":230},"does-changing-the-policy-affect-existing-bookings","Does changing the policy affect existing bookings?",[11,233,234],{},"Each booking carries the payment terms it was made under — the new policy applies to bookings made after the change. ",{"title":236,"searchDepth":237,"depth":237,"links":238},"",2,[239,240,241,248,249],{"id":34,"depth":237,"text":35},{"id":106,"depth":237,"text":107},{"id":129,"depth":237,"text":130,"children":242},[243,245,246,247],{"id":151,"depth":244,"text":152},3,{"id":158,"depth":244,"text":159},{"id":171,"depth":244,"text":172},{"id":178,"depth":244,"text":179},{"id":185,"depth":237,"text":186},{"id":202,"depth":237,"text":203,"children":250},[251,252,253],{"id":206,"depth":244,"text":207},{"id":213,"depth":244,"text":214},{"id":230,"depth":244,"text":231},"settings","How to configure deposits, card-on-file, late-cancellation windows, and no-show fees in Owneli, with per-location overrides.",false,"md","i-lucide-receipt-text",[260,261,262,263,264,265],"require a deposit","no show fee setup","cancellation fee policy","card on file booking","deposit percentage","late cancellation window",{},true,70,"\u002Fhelp\u002Fsettings\u002Fpayment-policy",[28,225,271],"\u002Fhelp\u002Fcalendar\u002Freschedule-cancel-and-no-shows",{"title":5,"description":255},"help\u002Fsettings\u002Fpayment-policy","2026-08-14","IyPbkEyOlruBHPTCP-IMPsZmz-LVOSNWVgpFD8ZJkdM",[277,288,297,306,316,326,336,346,356,365,375,386],{"id":278,"title":279,"audience":6,"description":280,"extension":281,"icon":282,"meta":283,"order":284,"slug":285,"stem":286,"__hash__":287},"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":289,"title":290,"audience":6,"description":291,"extension":281,"icon":292,"meta":293,"order":237,"slug":294,"stem":295,"__hash__":296},"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",{},"calendar","help\u002Fcategories\u002Fcalendar","s5UMHzRIeTUFi7mdsOyuSluzJBp79U9WTsTpOtbaW-E",{"id":298,"title":299,"audience":6,"description":300,"extension":281,"icon":301,"meta":302,"order":244,"slug":303,"stem":304,"__hash__":305},"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":307,"title":308,"audience":6,"description":309,"extension":281,"icon":310,"meta":311,"order":312,"slug":313,"stem":314,"__hash__":315},"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":317,"title":318,"audience":6,"description":319,"extension":281,"icon":320,"meta":321,"order":322,"slug":323,"stem":324,"__hash__":325},"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":327,"title":328,"audience":6,"description":329,"extension":281,"icon":330,"meta":331,"order":332,"slug":333,"stem":334,"__hash__":335},"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":337,"title":338,"audience":6,"description":339,"extension":281,"icon":340,"meta":341,"order":342,"slug":343,"stem":344,"__hash__":345},"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":347,"title":348,"audience":6,"description":349,"extension":281,"icon":350,"meta":351,"order":352,"slug":353,"stem":354,"__hash__":355},"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":357,"title":358,"audience":6,"description":359,"extension":281,"icon":360,"meta":361,"order":362,"slug":254,"stem":363,"__hash__":364},"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,"help\u002Fcategories\u002Fsettings","rdLQHp7tfAu5iySbsypfXu1kOuujDAuLVk6yGidNvtQ",{"id":366,"title":367,"audience":6,"description":368,"extension":281,"icon":369,"meta":370,"order":371,"slug":372,"stem":373,"__hash__":374},"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":376,"title":377,"audience":378,"description":379,"extension":281,"icon":380,"meta":381,"order":382,"slug":383,"stem":384,"__hash__":385},"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":387,"title":388,"audience":378,"description":389,"extension":281,"icon":390,"meta":391,"order":392,"slug":393,"stem":394,"__hash__":395},"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",[],[398,601,924],{"id":399,"title":400,"audience":6,"body":401,"category":254,"description":586,"draft":256,"extension":257,"icon":301,"keywords":587,"meta":594,"navigation":267,"order":595,"path":28,"related":596,"seo":598,"stem":599,"updatedAt":274,"__hash__":600},"help\u002Fhelp\u002Fsettings\u002Fconnect-payments.md","Connect card payments with Stripe",{"type":8,"value":402,"toc":570},[403,418,423,427,472,476,519,523,526,538,542,545,547,551,554,558,561,565],[11,404,405,406,409,410,413,414,417],{},"Go to ",[15,407,408],{},"Settings → Payments → Payment processor"," and click ",[15,411,412],{},"Connect payouts"," — Stripe's hosted onboarding verifies your business and collects the bank account your payouts land in. Once the status chip reads ",[15,415,416],{},"Enabled",", you can charge cards everywhere in Owneli.",[11,419,420,422],{},[15,421,23],{}," you need an admin account, your business details, and your bank account number.",[32,424,426],{"id":425},"how-do-i-connect-stripe-to-owneli","How do I connect Stripe to Owneli?",[146,428,429,433,437,441,451,455,462,466],{},[149,430,432],{"id":431},"open-the-payments-settings","Open the payments settings",[11,434,435,227],{},[15,436,408],{},[149,438,440],{"id":439},"start-onboarding","Start onboarding",[11,442,443,444,447,448,450],{},"On the ",[15,445,446],{},"Card payments"," card, click ",[15,449,412],{},". You're taken to Stripe's secure onboarding for business details, identity verification, and your payout bank account.",[149,452,454],{"id":453},"finish-on-stripe-and-return","Finish on Stripe and return",[11,456,457,458,461],{},"When Stripe is done, you come back to Owneli. If you leave partway through, the button becomes ",[15,459,460],{},"Resume onboarding"," — nothing is lost.",[149,463,465],{"id":464},"check-the-status-chip","Check the status chip",[11,467,468,469,471],{},"Wait for it to read ",[15,470,416],{}," — that's when charging goes live.",[32,473,475],{"id":474},"what-the-status-chip-means","What the status chip means",[37,477,478,488],{},[40,479,480],{},[43,481,482,485],{},[46,483,484],{},"Status",[46,486,487],{},"Meaning",[56,489,490,500,510],{},[43,491,492,497],{},[61,493,494],{},[15,495,496],{},"Not connected",[61,498,499],{},"Onboarding hasn't started",[43,501,502,507],{},[61,503,504],{},[15,505,506],{},"Pending review",[61,508,509],{},"Stripe is verifying your details — usually quick, sometimes a day or two",[43,511,512,516],{},[61,513,514],{},[15,515,416],{},[61,517,518],{},"Charges are live everywhere in Owneli",[32,520,522],{"id":521},"what-connecting-unlocks","What connecting unlocks",[11,524,525],{},"Card payments across the app: the POS, online booking deposits, saved cards on file, pay-by-link self-checkout, membership billing, and late-cancellation \u002F no-show fees.",[191,527,528],{},[11,529,530,531,534,535,227],{},"Connecting Stripe alone doesn't start requiring deposits. Deposits and fees only apply once you configure ",[15,532,533],{},"when"," they apply — that's ",[26,536,537],{"href":269},"Set your payment policy",[32,539,541],{"id":540},"payouts","Payouts",[11,543,544],{},"Stripe pays your balance to the bank account you added, on Stripe's standard payout schedule. Bank changes and dispute handling are managed on Stripe's side.",[32,546,203],{"id":202},[149,548,550],{"id":549},"who-can-connect-payments","Who can connect payments?",[11,552,553],{},"Admins only — the page is admin-gated.",[149,555,557],{"id":556},"the-page-says-card-processing-isnt-configured-what-does-that-mean","The page says card processing isn't configured — what does that mean?",[11,559,560],{},"That's a platform-level state (the Owneli environment has no payment processor set up), not something a business admin can fix from Settings. Contact support.",[149,562,564],{"id":563},"can-staff-type-a-clients-card-number-into-owneli","Can staff type a client's card number into Owneli?",[11,566,567,568,227],{},"No — by design. Cards are captured by the client themselves through a secure link, so your staff never handle card numbers. See ",[26,569,226],{"href":225},{"title":236,"searchDepth":237,"depth":237,"links":571},[572,578,579,580,581],{"id":425,"depth":237,"text":426,"children":573},[574,575,576,577],{"id":431,"depth":244,"text":432},{"id":439,"depth":244,"text":440},{"id":453,"depth":244,"text":454},{"id":464,"depth":244,"text":465},{"id":474,"depth":237,"text":475},{"id":521,"depth":237,"text":522},{"id":540,"depth":237,"text":541},{"id":202,"depth":237,"text":203,"children":582},[583,584,585],{"id":549,"depth":244,"text":550},{"id":556,"depth":244,"text":557},{"id":563,"depth":244,"text":564},"How to connect Stripe to Owneli so you can take card payments, deposits, and no-show fees — onboarding steps, statuses, and payouts.",[588,589,590,591,592,593],"connect stripe","take card payments","set up payments","stripe onboarding","payouts bank account","card processing setup",{},60,[269,597,225],"\u002Fhelp\u002Fcheckout\u002Ftake-a-payment",{"title":400,"description":586},"help\u002Fsettings\u002Fconnect-payments","gmfphXisYm29kwfTtJ7FNbLE9JGq8rdBX8IvzKxZLBk",{"id":602,"title":226,"audience":6,"body":603,"category":303,"description":914,"draft":256,"extension":257,"icon":915,"keywords":916,"meta":917,"navigation":267,"order":918,"path":225,"related":919,"seo":920,"stem":921,"updatedAt":922,"__hash__":923},"help\u002Fhelp\u002Fcheckout\u002Fdeposits-and-cancellation-fees.md",{"type":8,"value":604,"toc":894},[605,608,612,616,619,660,672,676,687,691,698,700,703,713,719,723,726,730,738,744,748,751,787,791,798,804,813,817,820,838,848,852,855,859,866,870],[11,606,607],{},"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.",[11,609,610],{},[15,611,17],{},[32,613,615],{"id":614},"the-three-modes","The three modes",[11,617,618],{},"Everything starts with one choice.",[37,620,621,630],{},[40,622,623],{},[43,624,625,627],{},[46,626,48],{},[46,628,629],{},"What happens at booking",[56,631,632,642,651],{},[43,633,634,639],{},[61,635,636],{},[15,637,638],{},"No policy",[61,640,641],{},"Nothing is asked for. No card, no deposit.",[43,643,644,648],{},[61,645,646],{},[15,647,98],{},[61,649,650],{},"A card is required to book. The client is not charged at booking.",[43,652,653,657],{},[61,654,655],{},[15,656,78],{},[61,658,659],{},"A deposit is required to book, and it's taken at booking.",[661,662,663],"caution",{},[11,664,665,666,668,669,671],{},"Under ",[15,667,638],{}," you cannot charge a late-cancellation or no-show fee — there is no card to charge. Enabling a fee while the mode is ",[15,670,638],{}," does nothing. The booking screen won't even disclose the fee, because it can never be collected.",[32,673,675],{"id":674},"sizing-the-deposit","Sizing the deposit",[11,677,678,679,682,683,686],{},"A deposit is either a ",[15,680,681],{},"percentage"," of the visit or a ",[15,684,685],{},"fixed amount",". A percentage of an $800 course is a very different number from a percentage of a $40 add-on, so pick deliberately.",[149,688,690],{"id":689},"across-a-multi-service-visit","Across a multi-service visit",[11,692,693,694,697],{},"When a visit has several services, all the services without their own override are pooled and the deposit is sized ",[15,695,696],{},"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.",[32,699,107],{"id":106},[11,701,702],{},"Both can be a percentage of the visit or a fixed amount, and each is switched on independently.",[11,704,705,708,709,712],{},[15,706,707],{},"Late cancellation"," also has a ",[15,710,711],{},"window",", in hours. Cancel earlier than the window and it's free. Cancel inside the window and the fee applies.",[11,714,715,718],{},[15,716,717],{},"No-show"," has no window — it applies when the appointment is marked as a no-show.",[32,720,722],{"id":721},"the-minimum-appointment-value","The minimum appointment value",[11,724,725],{},"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\".",[32,727,729],{"id":728},"escalation","Escalation",[11,731,732,733,85,735,737],{},"Optionally, a booking whose total crosses a threshold can be forced to take a deposit even when your normal mode is ",[15,734,638],{},[15,736,98],{},". Set the threshold and, if you want, a different sizing for the escalated deposit.",[11,739,740,741,743],{},"Escalation is skipped entirely when your mode is already ",[15,742,78],{},", and it never produces a deposit step with nothing due.",[32,745,747],{"id":746},"overrides","Overrides",[11,749,750],{},"Policy is resolved in this order, most specific first:",[146,752,753,757,764,768,771,775,778,782],{},[149,754,756],{"id":755},"the-individual-booking","The individual booking",[11,758,759,760,227],{},"Whoever takes the booking can override the terms for that one appointment. See ",[26,761,763],{"href":762},"\u002Fhelp\u002Fcalendar\u002Fbook-an-appointment","Book an appointment",[149,765,767],{"id":766},"the-service","The service",[11,769,770],{},"A single service can carry its own policy — \"the laser course always takes a deposit, everything else doesn't\". Set it on the service.",[149,772,774],{"id":773},"the-location","The location",[11,776,777],{},"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.",[149,779,781],{"id":780},"the-business","The business",[11,783,784,785,227],{},"Your default, under ",[15,786,17],{},[149,788,790],{"id":789},"how-overrides-combine-on-one-visit","How overrides combine on one visit",[11,792,793,794,797],{},"When services on one visit disagree, ",[15,795,796],{},"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.",[11,799,800,801,803],{},"A service explicitly set to ",[15,802,638],{}," weakens only its own line. It won't rescue the visit if another service still requires a card.",[191,805,806],{},[11,807,808,809,812],{},"Explicit per-service overrides are treated as deliberate configuration and are ",[15,810,811],{},"not"," subject to the minimum-appointment-value threshold. If you set a service to require a deposit, it requires one at any price.",[32,814,816],{"id":815},"charging-a-fee-in-practice","Charging a fee in practice",[11,818,819],{},"The two paths behave differently, on purpose.",[112,821,822,828],{},[115,823,824,827],{},[15,825,826],{},"The client cancels themselves"," through their own booking link — the policy is applied automatically. The window is checked, the fee resolved, the card charged.",[115,829,830,833,834,837],{},[15,831,832],{},"The front desk cancels or marks a no-show"," — the fee is ",[15,835,836],{},"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.",[11,839,840,841,85,844,847],{},"If a deposit was captured, you also choose whether to ",[15,842,843],{},"refund",[15,845,846],{},"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.",[32,849,851],{"id":850},"what-the-client-is-told","What the client is told",[11,853,854],{},"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.",[32,856,858],{"id":857},"prerequisites","Prerequisites",[11,860,861,862,865],{},"Deposits and fees need a connected payment processor — ",[15,863,864],{},"Settings → Payments",". Without it there's nothing to capture a card with.",[32,867,869],{"id":868},"reporting","Reporting",[112,871,872,878,884],{},[115,873,874,877],{},[15,875,876],{},"Growth → Reports → Cancellation fees"," — every fee charged, and the appointment behind it",[115,879,880,883],{},[15,881,882],{},"Growth → Reports → No-shows"," — no-show rate by client, service and provider",[115,885,886,889,890,893],{},[15,887,888],{},"Growth → Reports → Prepayments"," and ",[15,891,892],{},"Deferred revenue"," — money taken for work not yet done",{"title":236,"searchDepth":237,"depth":237,"links":895},[896,897,900,901,902,903,910,911,912,913],{"id":614,"depth":237,"text":615},{"id":674,"depth":237,"text":675,"children":898},[899],{"id":689,"depth":244,"text":690},{"id":106,"depth":237,"text":107},{"id":721,"depth":237,"text":722},{"id":728,"depth":237,"text":729},{"id":746,"depth":237,"text":747,"children":904},[905,906,907,908,909],{"id":755,"depth":244,"text":756},{"id":766,"depth":244,"text":767},{"id":773,"depth":244,"text":774},{"id":780,"depth":244,"text":781},{"id":789,"depth":244,"text":790},{"id":815,"depth":237,"text":816},{"id":850,"depth":237,"text":851},{"id":857,"depth":237,"text":858},{"id":868,"depth":237,"text":869},"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",[],{},30,[271,597,762],{"title":226,"description":914},"help\u002Fcheckout\u002Fdeposits-and-cancellation-fees","2026-07-26","75NZaIiVEhZyP5-WS0x8c3vCsiSvZJWqnOQUJRyjkHU",{"id":925,"title":926,"audience":6,"body":927,"category":294,"description":1118,"draft":256,"extension":257,"icon":1119,"keywords":1120,"meta":1121,"navigation":267,"order":918,"path":271,"related":1122,"seo":1124,"stem":1125,"updatedAt":1126,"__hash__":1127},"help\u002Fhelp\u002Fcalendar\u002Freschedule-cancel-and-no-shows.md","Reschedule, cancel, and mark a no-show",{"type":8,"value":928,"toc":1102},[929,932,936,947,950,954,980,987,993,997,1002,1006,1009,1029,1032,1036,1043,1052,1055,1059,1062,1065,1070,1073,1078,1082,1085,1089],[11,930,931],{},"Every change to a booking happens from the appointment panel — click the block on the calendar to open it.",[32,933,935],{"id":934},"check-a-client-in","Check a client in",[11,937,938,939,942,943,946],{},"The front desk lifecycle runs ",[15,940,941],{},"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 ",[15,944,945],{},"Today",", so anyone can see who has arrived without asking.",[11,948,949],{},"You can undo a stage if you tap ahead by mistake.",[32,951,953],{"id":952},"reschedule","Reschedule",[146,955,956,960,963,967,973,977],{},[149,957,959],{"id":958},"drag-the-block","Drag the block",[11,961,962],{},"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.",[149,964,966],{"id":965},"or-use-the-panel","Or use the panel",[11,968,969,970,972],{},"Open the appointment and choose ",[15,971,953],{}," for a date further out than the current view, or when you want to pick from open slots rather than eyeball the grid.",[149,974,976],{"id":975},"confirm","Confirm",[11,978,979],{},"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.",[11,981,982,983,986],{},"An ",[15,984,985],{},"Undo"," appears briefly after a move — one click puts it back.",[988,989,990],"tip",{},[11,991,992],{},"Rescheduling keeps the same appointment, so the client's history stays a single thread rather than a cancellation plus a new booking.",[32,994,996],{"id":995},"cancel","Cancel",[11,998,969,999,1001],{},[15,1000,996],{},". You'll be asked for a reason, and — depending on the booking — for two money decisions.",[149,1003,1005],{"id":1004},"the-deposit","The deposit",[11,1007,1008],{},"If a deposit was captured when the booking was made, you decide what happens to it:",[112,1010,1011,1017,1023],{},[115,1012,1013,1016],{},[15,1014,1015],{},"Refund"," — the deposit goes back to the client",[115,1018,1019,1022],{},[15,1020,1021],{},"Forfeit"," — you keep it, as the late-cancellation charge",[115,1024,1025,1028],{},[15,1026,1027],{},"Leave it"," — take no action now and resolve it later",[11,1030,1031],{},"Whichever you pick, a payment record and an audit entry are written. The money is never silently kept or silently lost.",[149,1033,1035],{"id":1034},"the-fee","The fee",[11,1037,1038,1039,1042],{},"If your business has a late-cancellation fee configured, you can also charge it. ",[15,1040,1041],{},"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.",[191,1044,1045],{},[11,1046,1047,1048,1051],{},"A forfeited deposit is credited against the fee. Owneli will not charge the full fee ",[15,1049,1050],{},"and"," keep the full deposit for the same cancellation.",[11,1053,1054],{},"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.",[149,1056,1058],{"id":1057},"filling-the-slot","Filling the slot",[11,1060,1061],{},"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.",[32,1063,717],{"id":1064},"no-show",[11,1066,969,1067,1069],{},[15,1068,717],{},". The slot is released immediately so a walk-in can take it, and the no-show is recorded against the client.",[11,1071,1072],{},"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.",[191,1074,1075],{},[11,1076,1077],{},"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.",[32,1079,1081],{"id":1080},"what-the-client-sees","What the client sees",[11,1083,1084],{},"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.",[32,1086,1088],{"id":1087},"reporting-on-this","Reporting on this",[112,1090,1091,1096],{},[115,1092,1093,883],{},[15,1094,1095],{},"Growth → Reports → Cancellations & no-shows",[115,1097,1098,1101],{},[15,1099,1100],{},"Growth → Reports → Cancellation & no-show fees"," — every fee charged, with the appointment behind it",{"title":236,"searchDepth":237,"depth":237,"links":1103},[1104,1105,1110,1115,1116,1117],{"id":934,"depth":237,"text":935},{"id":952,"depth":237,"text":953,"children":1106},[1107,1108,1109],{"id":958,"depth":244,"text":959},{"id":965,"depth":244,"text":966},{"id":975,"depth":244,"text":976},{"id":995,"depth":237,"text":996,"children":1111},[1112,1113,1114],{"id":1004,"depth":244,"text":1005},{"id":1034,"depth":244,"text":1035},{"id":1057,"depth":244,"text":1058},{"id":1064,"depth":237,"text":717},{"id":1080,"depth":237,"text":1081},{"id":1087,"depth":237,"text":1088},"Move a booking, cancel it cleanly, handle the deposit, and decide whether a fee is charged.","i-lucide-calendar-x",[],{},[762,225,1123],"\u002Fhelp\u002Fcalendar\u002Fblock-time-and-the-waitlist",{"title":926,"description":1118},"help\u002Fcalendar\u002Freschedule-cancel-and-no-shows","2026-09-01","0oa_4sNZKD0C8C1urXvUS38btlJ0G3kYyxFsjl-QiNQ",1790218961426]