Let clients cancel or reschedule online
Set the notice rule and understand when self-service appointment changes are available.
Clients can cancel or reschedule an eligible future appointment from their OneDiary appointment details. Both actions follow your online cancellation notice rule, and a booking with a pending deposit cannot be rescheduled.
In the app Set the business rule, then test it from personal client view when needed.
Open Business, tap Edit and find Client online cancellation.
Choose the minimum notice a client must give, or choose Do not allow online cancellation. The same deadline controls client rescheduling.
Choose whether eligible online deposits or upfront payments should be refunded automatically when an appointment is cancelled, then save.
To check the client view, open Profile, switch to Personal client view and open an eligible appointment.
The client chooses Reschedule appointment to select a new live slot, or Cancel appointment to review the deadline, payment message and cancellation confirmation.
In the portal Set the notice and refund rules in Business; clients use their own account or appointment link.
Open Business and find Client cancellation notice.
Choose the notice period, or disable online cancellation.
Set Refund online payments automatically when appointments are cancelled according to your policy, then select Save profile.
Use the client account area or client app to test an eligible appointment. The business portal does not impersonate a client account.
When the deadline has passed or self-service is disabled, handle the request directly from the Appointment page instead.
What changes for the client What changes or appears for the person booking.
The appointment only shows self-service actions while it is pending or confirmed, still in the future and before the configured deadline. Rescheduling keeps its services and payment history; cancelling releases the time and follows the displayed refund outcome.
Payment behaviour
- Automatic refunds only apply to supported online payments through Stripe.
- A cash or other manual payment is never returned automatically.
- If automatic refunds are off, cancelling does not itself promise a refund to the client.