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Set up and manage cancelation fees
Set up and manage cancelation fees
Prevent no-shows and late cancellations by securing bookings with fees. Learn how to set up and manage cancellation fees so your slots don't go to waste.
Getting started
Capture card details require clients to add payment card details to secure an appointment. This ensures you can charge a cancellation fee if the client cancels late or doesn’t show up. Before setting up capture card details, you’ll need to:
- Enable payment processing for your workspace.
How capture card details works
When capture card details is enabled, clients must provide a card to confirm their appointment when booking. This card can be charged later if the appointment is completed, cancelled late, or if the client misses the appointment. We verify that the card provided is valid and won't expire before the appointment date. If the card is invalid or will expire, the client will need to provide a new one.
No-show and late cancellation charges are not automatic so you’ll need to mark the appointment as canceled or a no-show in your calendar and then confirm the charge to the client. If clients try to cancel online, they’ll be prompted to pay the cancellation fee.
Fees associated with capture card details
The standard payment processing fee will apply per transaction.
The fixed-rate portion applies to all appointments that are confirmed by clients with a card. The remaining percentage rate portion will be charged when appointments are checked out with Fresha payment processing.
These fees will be outlined on our pricing page and when setting up capture card details.
Setting up capture card details
To set up capture card details for appointments:
- Open Workspace settings, select Payments and then Payment policy.
- Under Policy on all bookings, click Edit.
- Choose Capture card details and proceed to the Next step.
- Use the toggle to enable No-show fees.
- Enter the percentage of the total service cost that the client will be charged if they miss their appointment.
- Use the toggle to enable Late cancellation fees.
- Set the timeframe for how far in advance a client can cancel or reschedule to avoid a fee.
- Enter the percentage of the total service cost that the client will be charged if they cancel or reschedule within the late cancellation window.
- Choose whether you want the capture card details requirement to apply to all services booked or only paid services booked.
- Review and accept the payment processing fees that apply when capturing card details.
- Click Next step to complete setup.
Managing capture card policies
Editing the capture card policy
To edit the capture card policy:
- Open Workspace settings, select Payments and then Payment policy.
- Under Policy on all bookings, click Edit.
- Choose Capture card details and proceed to the Next steps.
- Make the necessary adjustments to the policy.
- Select Next step.
Request card confirmation on appointments
To request card confirmation on appointments:
- Open the Calendar.
- Click on Add and create an Appointment.
- Select the service and client’s profile.
- Under Payment policy, choose whether to Send request, set up as No policy or Edit policy.
Send card confirmation reminders
To send card confirmation reminders:
- Open the Calendar.
- Select the appointment.
- Under Payment policy, click on the three dots.
- Click on Send reminder to confirm.
Removing card confirmation policies
To remove card confirmation policies:
- Open Workspace settings, then select Payments and then Payment policy.
- Under Policy on all bookings, click Edit.
- Select Point of sale only.
- Click Next step.
Collecting capture card fees
Cancellation and no-show fees can only be applied on the same day of the appointment after the scheduled time has passed.
Charge no-show fees
When a client doesn’t attend their appointment, you’ll need to mark their appointment as a no-show and apply the fee as this won’t be automatically charged.
To charge no-show fees for appointments with confirmed card details:
- Open the Calendar and select the appointment.
- Click on Quick actions (the three dots) and select No-show.
- From the Payment policy, mark the checkbox to charge the no-show fee.
- Select Set as no-show.
- Click Continue to payment and press Pay now to charge this fee.
- The client’s card will be charged and the appointment will be marked as a no-show.
If you choose not to charge the fee, the appointment will be marked as a no-show but the client will not incur a fee.
Charge cancellation fees
When a client requests to cancel their appointment outside the cancellation period, you can apply the cancelation fee as per the policy. This will need to be applied manually through the calendar.
To charge a cancellation fee:
- Open the Calendar and select the appointment.
- Click on Quick actions (the three dots) and select Cancel.
- From the Payment policy, mark the checkbox to charge the cancelation fee.
- Click Cancel to proceed.
- The client’s card will be charged and the appointment will be marked as cancelled.
If you choose not to charge the fee, the appointment will be marked as cancelled but the client will not incur a fee.
You can track client no-shows and late cancellations in your Appointment summary, Appointments list and Appointments cancellations & no-show summary reports.
FAQs
Can I choose different cancellation policies for different services?
What happens if a client’s card has insufficient funds?
Will clients be notified when a cancellation fee is charged?
Can I change the cancellation fee percentages after setting them up?
What happens if a client's card has insufficient funds or is cancelled before a no-show fee is charged?
Can I change my mind after charging a a no-show fee?
Is the client notified when a no-show or cancelation fee is charged?
What if I forget to charge the fee on the same day of the missed appointment?