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Set cancellation & no-show fees

Requirements

  • Available on: All plans
  • Device access: Web & mobile browser
  • Permission: Owner

Cancellation and no-show fees help you recover lost time when a client cancels late or doesn't show. You define the rules under Settings → Policies; SalonHub360 tracks when a fee applies.

Before you start

These fees are recorded as soon as you turn them on, but they can only be charged to a card once your SalonHub360 Payments account is active. Until then, SalonHub360 flags the fee on the appointment so you can collect it your own way.

How to set your fees

  1. From the left menu, open Settings, then select the Policies tab. The Settings Policies tab with the Cancellation policy and No-show fee cards

    <!-- CAPTURE: route=/settings?tab=policies | login=owner | state=Policies tab, Cancellation policy card visible | highlight=Cancellation policy card | viewport=1440x900 -->

  2. In the Cancellation policy card, turn on Enable cancellation policy and set a Cancellation window (hours) — cancellations later than this may incur a fee. To charge for late cancellations, turn on Charge a late-cancellation fee and pick a Cancellation fee type (Fixed ($) or Percentage (%)) with an amount. The Cancellation policy card with a window and fee configured

    <!-- CAPTURE: route=/settings?tab=policies | login=owner | state=cancellation window 24 + fee enabled | highlight=Cancellation window field | viewport=1440x900 -->

  3. In the No-show fee card, turn on Charge a no-show fee and choose the No-show fee type and amount. The No-show fee card with a fee configured

    <!-- CAPTURE: route=/settings?tab=policies | login=owner | state=no-show fee enabled, percentage set | highlight=No-show fee type | viewport=1440x900 -->

  4. Click Save changes.

Charging a fee on an appointment

When an eligible appointment is cancelled late or marked no-show, its detail panel shows the fee. If the client has a card on file and Payments is active, click Charge cancellation fee or Charge no-show fee to collect it. The collected amount appears on the appointment as a Cancellation fee collected or No-show fee collected line.

Note: A no-show fee is flagged when staff mark the appointment as a no-show; a cancellation fee is flagged when a client cancels inside your window. Charging the fee to a card requires an active Payments account and a saved card — otherwise, record the amount however you collect it.

Tip: Deposits are another way to protect against no-shows. See Collect a deposit at booking.

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