Cancellation rules settings

A well-configured cancellation rules protects you from empty time slots while giving clients flexibility. Here's how cancellation works in Booquela.

How a client cancels a booking

1. The client clicks Cancel booking in their panel.
2. The system checks how much time remains until the visit.
3. Based on your rules, it determines the refund amount.
4. The booking status changes to cancelled.
5. The refund goes to the client's card automatically.

The closer to the visit the client cancels, the smaller the refund - provided you've set up the rules that way.

Cancellation by you (the owner)

As the owner, you can cancel any confirmed booking:

1. Go to the booking details.
2. Click Cancel Booking.
3. Confirm.

When you cancel, the client always receives a full refund - regardless of the cancellation rules.

Automatic cancellation

The system cancels bookings on its own in two cases:

• Non-payment - the client didn't pay within 30 minutes of submitting the booking
• Failed deferred payment - the client's card can't be charged 6 hours before the booking

In both cases, the hours return to the available pool.

How to set cancellation rules

Cancellation rules configuration lets you specify what percentage the client gets back depending on when they cancel. For example: full refund up to 48h before the booking, 50% refund up to 24h, no refund under 24h.

Can I manually change the refund amount?

The cancellation rules works automatically. If you want to make an exception for a specific client, contact Booquela support.

Tips

• Clearly communicate your cancellation rules on the studio page - clients appreciate transparency.
• An overly strict policy may scare away new clients.
• An overly lenient policy increases the risk of last-minute cancellations.