How to reschedule or cancel an appointment.
Plans change. You can drag a booking to a new time, edit it in the details panel, or cancel it. Timeo tells the customer each time.
- Who it is for
- Owners, managers and front desk staff
- Plan
- Every plan (Basic, Advance and Team)
Reschedule an appointment
- Open Appointments and find the booking.
- Drag it to the new time or another staff member's column. Timeo asks you to confirm and shows the old and new time; click Yes, move it, or Keep as is to leave it.
- Or click the booking, choose Edit or reschedule, change the Date, Time, Service or Staff, and click Save changes.
- If the new time clashes, Timeo tells you why and suggests the next free time.
Cancel an appointment
- Click the booking on the calendar.
- Click Cancel visit.
- Type a Reason, sent to the customer if you want, for example that the therapist is unwell.
- Click Cancel visit to confirm, or Keep it to go back. The time frees up for someone else.
What happens after a cancellation
- If the visit used sessions from a pack, a cancel by staff gives the sessions back.
- If someone is on the waitlist for that service and day, Timeo can book them into the freed slot.
- All services in a visit with several services move or cancel together.
What your customers see
- When you move a booking, the customer gets the usual reschedule notice, including a WhatsApp message if your WhatsApp is connected and that message is on.
- When you cancel, the customer is told by email and app notification, with your reason, plus WhatsApp if connected.
Common problems
- Why can I not drop the booking on that time?
- The staff member or room is busy, blocked, full or on approved leave then. The message on screen says which. Pick another time or person.
- Can I cancel without telling the customer?
- No. A cancel by staff always notifies the customer, so they do not turn up for a visit that is gone. You can leave the reason empty.
Related guides
- How to book an appointment from the calendar
- How to set a cancellation policy and handle no-shows
- How to use the waitlist for fully booked days
More in Appointments and bookings, or start with the getting started guide. Still stuck? Contact us.