Set a Custom Cancellation Policy with Square Appointments

Protect against no-shows with a customized cancellation policy. You can require that clients add their payment card when requesting an appointment with you online. If your client doesn’t show up, or cancels outside of your cancellation window, you can choose to enforce your cancellation policy.

Note: Percentage-based No-Show Protection charges can only be made for fixed price services booked from your Online Booking Site. If you’d like to use No-Show Protection for variable priced services, the charge must be set as a flat fee. Learn more about managing your services and pricing options.

Cancellation Policy Setup

First, you’ll need to set a cut-off time for cancellations:

  1. Head to the Settings tab of your Appointments dashboard > click Calendar & Booking.
  2. Scroll down to Cut-off time for allowing clients to cancel or reschedule > set a cut-off window.
  3. Click Save

Note: Your cancellation policy will show in your online booking flow and at the bottom of the confirmation emails your clients receive.

Hold Card for No-Show Protection

When you enable this feature, your clients will be required to add a payment card to complete their booking. This card can be charged if your client violates your cancellation policy. You can also enable no-show protection when creating an appointment from your calendar if you have your client’s card on file.

Note: If you are not activated to accept card payments with Square, you will be required to verify your identity before you can enable this feature. This process should be completed by the account holder. Learn more about what’s required to sign up for Square Point of Sale.

  1. Visit the Settings tab of your Appointments dashboard > click Payments & Cancellations.
  2. Select Hold Card for No-Show Protection.
  3. Set the percentage of booked services to be charged or set a flat cancellation fee.
  4. Click Save.

To enable No-Show Protection from the Square Appointments app:

  1. Tap the three horizontal lines pull up your navigation bar.
  2. Tap Settings > Online Booking > Online Payments.
  3. Tap Hold Card for No-Show Protection.

If you enable No-Show Protection from the Square Appointments app before setting a cancellation policy using the steps above, the following default settings will be applied:

  • Cut-off Time: 24 hours prior to the start of the appointment.
  • Cancellation Fee: 50% of the fixed service price.

You can change your cut-off time settings from the Calendar & Booking section of your Square Appointments dashboard. To make changes to the cancellation fee, head to the Payments & Cancellations section.

At this point, customers will need to enter payment details in order to complete booking their appointment. Their billing information will be held solely for No-Show Protection and will not be saved for payment or future bookings.

Note: Percentage-based No-Show Protection charges can only be made for fixed price services booked from your Online Booking Site. If you’d like to use No-Show Protection for variable priced services, the charge must be set as a flat fee. Learn more about managing your services and pricing options.

Visit Square’s blog for tips on reducing no-show appointments.

Canceling Appointments and No-shows

If a client requests to cancel or modify an appointment outside of your cancellation window, you’ll be given the option to enforce your cancellation policy.

If you cancel an appointment after your cut-off period, you are given the option to enforce your cancellation policy and send a personalized notification.

Even if you have a cancellation policy enabled, policy enforcement will be at your discretion. You have two weeks (14 calendar days) to choose to charge your customer. If you do so, they will receive an email notification, including any note you add, informing them of the appointment cancellation and any resulting fee. Your client will also be reminded of your policy if they attempt to cancel outside of your cancellation window.

Payment cards are charged when you choose to enforce your cancellation policy. Should the card be declined, you’ll need to contact your customer for a new payment method.

Cancellation fees will be charged Square’s standard card present processing rate and will be deposited to your linked bank account according to your deposit schedule

Note: Canceled appointments are labeled in gray and appointments marked no-show are labeled in red in the client’s record.

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