> For the complete documentation index, see [llms.txt](https://support.rosysalonsoftware.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.rosysalonsoftware.com/advanced-settings/cancellation-policy.md).

# Cancellation Policy

The Cancellation Policy Setup allows you to edit the time ranges in which clients can cancel their appointments online. This is also where you set up the policy message clients see when they attempt to cancel an appointment.

There are two ways to access the Cancellation Policy Setup:

{% stepper %}
{% step %}

## First setup option

Proceed to: **Manage** > **Advanced Settings** > [Manage Custom Messages](/advanced-settings/custom-messages.md) (located under **Custom Messages**) > Select Cancellation Policy
{% endstep %}

{% step %}

## Second setup option

Proceed to: **Manage** > **Advanced Settings** > Configure how Clients can cancel appointments (located under **Cancellation Policy**)
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## Completing Cancellation Policy Setup

![Cancellation Policy Setup](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/rcLtqVuMFlSiNHkfXAaD/Cancellation%20Policy%20Setup.jpeg)

**Allow Clients to Cancel Online:** If you would like clients to be able to cancel their appointments *themselves*, you can set this to "Yes".

**Minimum Days in advance to cancel an appointment:** If you allow clients to cancel their own appointments online, this controls how soon in advance they are able to do so.

**Require Credit Card online:** If this is set to "Yes", every time a client who *does not* have a credit card on file tries to schedule online, it will require them to enter a valid credit card before proceeding to schedule.

*This option will be grayed out if you do not have a credit card processing account set up with* [*Integrated Card Processing*](https://www.rosysalonsoftware.com/salonrunnerpay)*.*

**Require Credit Card in Manager App:** If this is set to "Yes", every time a client who *does not* have a credit card on file tries to schedule in the salon, it will require the employee scheduling them to enter the client's valid credit card information before proceeding to schedule. This *can* be skipped while scheduling once it is turned on!

*This option will be grayed out if you do not have a credit card processing account set up with* [*Integrated Card Processing*](https://www.rosysalonsoftware.com/salonrunnerpay)*.*

**Charge if cancelled within:** This controls when a client's cancelled/no-show appointment will go to the Pending Cancellation Charges page within the Tickets List.

For example: If this is set to 2 days, and I cancel my appointment only 1 day before I am supposed to come in, my appointment will go to the Pending Cancellation Charges page for you to decide to proceed with charging my card on file, or waiving my fee.

*This option will be grayed out if you do not have a credit card processing account set up with* [*Integrated Card Processing*](https://www.rosysalonsoftware.com/salonrunnerpay)*.*

**Percent of service charged:** Decide what percentage of each service scheduled you would like to charge the client if their appointment is not cancelled before your set "Charge if cancelled within" days.

*This option will be grayed out if you do not have a credit card processing account set up with* [*Integrated Card Processing*](https://www.rosysalonsoftware.com/salonrunnerpay)*.*

**Your Cancellation Policy Message will appear to clients who attempt to cancel online!**

*This is an example of how it will look to clients who attempt to schedule an appointment online without a credit card:*\
*Classic OCS:*\
![](https://574186891-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBa9JfhYBfqX7DMj8oNgV%2Fuploads%2Fr2RmGLOy0v46ld8OP8HJ%2Fimage.png?alt=media\&token=ca916ce3-3051-4fc5-809d-e5dc42c27945)

*New OLB:*

<figure><img src="https://574186891-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBa9JfhYBfqX7DMj8oNgV%2Fuploads%2F1ESY6x7fnkvzvjRa63uk%2Fimage.png?alt=media&amp;token=fa7da72c-bb17-4118-a7d5-c12a776e85bd" alt=""><figcaption></figcaption></figure>

Cancellation Charge

If the business is integrated with Credit Card processing through RosyPay, you have the ability to charge clients for a cancelled or no-show appointment.

## Applying Cancellation Charges to Client

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## Open pending cancellation charges

Proceed to: **Tickets** > **Pending Cancellation Charges** > **Charge Card** option next to the client.

![Pending cancellation charge](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/cZTqIrWrxpjlp4UvuNJM/Pending%20cancellation%20charge.jpeg)
{% endstep %}

{% step %}

## Finalize payment

Adjust the **Cancellation Fee** if necessary.

Click **Finalize Payment**.

![Finalize cancellation payment](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/DusQA8axNgKh57LWx7yu/Finalize%20cancellation%20payment.jpeg)
{% endstep %}

{% step %}

## Confirm successful payment

You will receive this message at the top of your screen if the payment goes through successfully.

![Cancellation message](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/ht5gkQi8xTvpTSOXC36Z/Cancellation%20message.jpeg)
{% endstep %}
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You also have the option of waiving the charge by clicking "Do Not Charge".

![Waive cancellation charge](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/DeTE504ejbNJNUrLUTOj/Waive%20cancellation%20charge.jpeg)

You will alternatively receive this message at the top of your screen if you've chosen not to charge the client.

![Waived cancellation message](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/0ZdaoByFTTcjdfyEeCwh/Waived%20cancellation%20message.jpeg)