Plans can change, and there are times when you or your client may need to cancel an appointment on short notice. While it's always preferable to reschedule, we understand that sometimes this isn’t feasible.
The great news is that with Connect, you have full control over cancelling appointments and issuing refunds – you no longer need to contact us or speak with an agent.
You can manage refunds directly with your clients in the following scenarios:
- Your client can no longer attend.
- You can no longer fulfil the appointment.
If you’re cancelling the booking on the same day as the appointment, Connect will prompt you with an option to issue a refund to the customer.
Steps to Cancel an Appointment and Issue a Refund
- Click "Cancel Appointment" – You’ll be asked whether it’s you or the client who wants to cancel.
- Provide details – On the next screen, you’ll need to explain the reason for the cancellation.
- Confirm cancellation – In the bottom right corner, click “Cancel Appointment.”
- Refund decision – If the appointment falls outside of the refund policy, Connect will ask whether you’d like to issue a refund.
- Client confirmation – Once the order is cancelled, your client will receive an email confirming the cancellation (and refund, if applicable).
Note: Cancellation is a delicate process. Frequent cancellations may negatively impact your Treatwell ranking.
If You (the Salon) Cancel the Appointment
If you cancel a prepaid appointment within the cancellation period, the client will be automatically refunded the amount they paid. They will receive an email informing them of the changes.
- For Treatwell bookings: We will send this email on behalf of Treatwell.
- For bookings made directly through your salon: We will send the email on your behalf. Please note, the general content of the email will remain the same regardless.
If the client opted to pay at the venue, and the cancellation occurs outside the cancellation deadline, no refund will be issued automatically.
If Your Client Cancels the Appointment
If a client cancels within the cancellation period and has prepaid, they will be refunded automatically.
- If the client cancels outside the cancellation period but has prepaid, you can decide whether or not to issue a refund.
For clients who chose to pay at the salon, they can simply cancel the appointment without triggering any refund.
In all cases, your client will receive an email confirming the cancellation (and refund, if applicable).
Mistakes Happen: If an appointment is accidentally cancelled, the client will be informed in the email to contact you if this cancellation was an error.