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Set up and manage cancelation fees
Set up and manage cancelation fees
Prevent no-shows and late cancelations by securing bookings with fees. Learn how to set up and manage cancelation fees so your slots don't go to waste.
How capture card details works
With capture card details, clients must confirm their appointment via text or email by adding their payment card details. This helps secure the booking and gives you the option to charge a cancellation fee if they cancel late or don’t show up.
To enable this feature, your workspace must have Fresha payments activated. When a client confirms their appointment, their card is verified to ensure it's valid and won’t expire before the appointment date. If it is, they’ll be asked to update it.
Charges for no-shows or late cancellations aren’t automatic. You’ll need to mark the appointment as cancelled or a no-show in your calendar and manually confirm the charge. If a client cancels online, they’ll be prompted to pay the cancellation fee.
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
Cancelation 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 cancelation fees
When a client requests to cancel their appointment outside the cancelation 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 cancelations in your Appointment summary, Appointments list and Appointments cancelations & no-show summary reports.
FAQs
No, the cancelation policy settings apply to all services as specified during setup.
If a client’s card has insufficient funds, the fee cannot be processed. You can continue attempting to charge the fee until the card has sufficient funds.
Yes, clients receive an automated notification about the charge according to your notification settings.
Yes, you can modify the cancelation fee percentages in the Payments menu under the Upfront payments section.
If a client’s card has insufficient funds or has been cancelled between confirming an appointment and cancelling or not showing up, you won’t be able to process the fee. You can continue attempting to charge the fee at any time without restriction. As soon as the card has sufficient funds, the payment will go through.
Appointments that have been charged a no-show fee cannot be reinstated.
Yes, clients receive a notification about the charge according to your automated notification settings.
Fees can only be applied on the same day of the missed appointment, so it's important to process them before the end of every day.
Yes, standard payment processing fees apply when using the Capture card details feature. A fixed-rate fee is charged for each appointment confirmed with a card, even if the appointment isn’t completed. The remaining percentage-based fee is only applied when the appointment is checked out using Fresha payment processing.
All applicable fees are outlined on our pricing page and during setup.