Paid cancellations help protect the salon in situations where a client cancels too late or doesn’t show up at all. In SalonLife, you decide how much time before the start of a booking a client can cancel free of charge, and under what conditions you have the right to keep part of the amount as compensation for the booked time.

In this article, we cover how cancellation works for bookings both with and without prepayment.

What Does Paid Cancellation Look Like for the Client?

When a client opens their booking confirmation or reminder, they see a button there:

Cancel Booking

If the salon has paid cancellation turned on, the client also sees the relevant terms before canceling.

For example:

  • the date and time until which they can cancel free of charge
  • how large an amount may be kept as compensation in case of a late cancellation
  • what the salon’s booking terms are

Only after that can the client confirm the cancellation. This way the client knows that the cancellation comes with a fee.

Why Is Paid Cancellation Necessary?

Paid cancellation helps reduce:

  • last-minute cancellations
  • time slots that are left empty
  • lost revenue
  • situations where a client books a time without thinking it through

It also helps protect the beauty professional’s working time and income.

Step-by-Step Guide

How to Set Up Paid Cancellation

1. Go to: Apps → Automatic Notifications

2. Open: Paid Cancellation

3. Set:

  • how many hours before the start of the booking the client can cancel free of charge
  • whether the salon keeps a fixed amount or a percentage in case of a late cancellation
  • what text is sent to the client

4. Save the changes.

Two Different Cancellation Email Notifications

In SalonLife, you can use two different cancellation notifications.

1. Standard Cancellation

This is used when the client cancels the appointment within the allowed time, or when you don’t use the paid cancellation option.

The content of the email can be neutral, for example:

  • the booking has been canceled
  • the client can book a new time if they wish

2. Paid Cancellation

This is used when the client cancels too late.

The content of the email can point out:

  • that this was a late cancellation
  • that under the booking terms the salon has the right to keep part of the amount as compensation
  • what amount or percentage stays with the salon

What Happens After a Late Cancellation?

For the Beauty Professional

  • the system marks the booking as canceled
  • the salon sees that this was a late cancellation
  • the prepayment or the cancellation fee can be kept as compensation
  • a record of the payment stays in the POS
  • if needed, you can issue a refund or keep the amount for the client’s future bookings

For the Client

  • the client sees the relevant terms before canceling
  • the client confirms the cancellation themselves
  • the client receives an email about the cancellation
  • depending on the terms, part of the amount may stay with the salon as compensation

Prepayment and Paid Cancellation

Paid cancellation also works together with prepayments.

For example, the salon can set that:

  • confirming the booking requires a 25% prepayment
  • the minimum prepayment is 10 €
  • the booking can be canceled free of charge up to 48 hours before it starts

If the client cancels too late or doesn’t show up, the salon has the right to keep the prepayment as compensation.

How Does Prepayment Work for Online Booking?

If a booking requires prepayment:

1. The client selects a service and a time.

2. Before confirming the booking, the client sees a notice that prepayment is required.

3. The client can choose:

  • whether to pay the full amount right away
  • or to pay only the required prepayment

4. The client is then shown:

  • the prepayment terms
  • the cancellation terms
  • any fees that apply in case of a late cancellation

5. The client has to agree to the terms.

6. The client then enters their card details.

What Happens If the Client Doesn’t Pay the Prepayment?

If the client doesn’t pay the prepayment within the set time:

  • the booking is left pending at first
  • a reminder is sent to the client
  • if the payment isn’t made, the booking is canceled automatically

All canceled bookings still stay visible in the system’s history. You will always find them on the Bookings page.

TIP:

We recommend writing the cancellation terms as clearly and as simply as possible. When the client understands the terms already at the moment of booking, there is less confusion later on.

Paid cancellations help protect your working time and give both the salon and the client clear rules.