If a customer can’t make it to their appointment, you can cancel it directly from the calendar. If they didn’t give enough notice, you also have the option to charge a cancellation fee. If the appointment was prepaid or included a deposit, you can refund it during the same process.
Once canceled, Vagaro automatically records the cancellation in the customer’s profile, allowing you to track repeat cancellations and require a deposit or appointment acceptance when needed.
Prerequisites: This feature requires a scheduled appointment on the Calendar.
To cancel an appointment, go to your Vagaro calendar. From there, you can cancel the appointment, apply any refunds, or charge a fee. If the customer has multiple appointments on the same day, or if an appointment is part of a repeating series, you can cancel multiple appointments at once from a single booking.
To cancel an appointment:
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Go to the Calendar
screen, then select the calendar you want to view.
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Find the appointment.
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Select the appointment on the calendar to open its details, then select → .
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Complete the optional steps, if applicable. If there are no additional steps, the Cancel Appointment popup will appear.
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If the service is part of a recurring series or the customer has multiple appointments that day, choose to cancel multiple appointments at once, Cancel This Occurrence, or Cancel Series.
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If the customer has fully paid or put down a deposit for the service, issue a refund. See Refund Prepaid Appointments to learn more.
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In Cancel Appointment, enter the following information:
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Message to Customer: The reason why this appointment was cancelled. This message will appear in an email, text, and push notification sent to your customer if you choose to notify them.
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Cancellation Fee: A fee charged for cancelling their appointment. Enter a fee, or a value may be prepopulated if you have automatic cancellation fees configured. See charge a cancellation fee to learn more.
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Notify Customer: Notify your customer of the cancellation via email, text, and push notifications. You can't turn off this setting if you charge a cancellation fee.
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Add to Cancellation History: Mark this cancellation in their profile so you know which customers cancel the most.
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If you entered a Cancellation Fee, choose a payment method.
Note
Sending an invoice or going to the checkout screen will automatically mark the appointment as cancelled once checkout is successful or the invoice is sent. You can skip the next step.
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Select Cancel Appointment or Charge Fee. If you have a fee automatically entered, you can select Do Not Charge.
The appointment was removed from your calendar. If a fee is charged, a receipt will be sent to the customer's email as well. You can check your customer's appointment history to see details.
To cancel an appointment:
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Go to the Calendar
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Find the appointment.
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Select the appointment on the calendar to open its details, then select → .
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Complete the optional steps, if applicable. If there are no additional steps, the Cancel Appointment popup will appear.
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If the service is part of a recurring series or the customer has multiple appointments that day, choose to cancel multiple appointments at once, Cancel only this occurrence, or Cancel the series.
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If the customer has fully paid or put down a deposit for the service, issue a refund. See Refund Prepaid Appointments to learn more.
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In Cancel Appointment, enter the following information:
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Message to Customer: The reason why this appointment was cancelled. This message will appear in an email, text, and push notification sent to your customer if you choose to notify them.
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Cancellation Fee: A fee charged for cancelling their appointment. Enter a fee, or a value may be prepopulated if you have automatic cancellation fees configured. See charge a cancellation fee to learn more.
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Notify Customer: Notify your customer of the cancellation via email, text, and push notifications. You can't turn off this setting if you charge a cancellation fee.
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Add to customer's cancellation history: Mark this cancellation in their profile so you know which customers cancel the most.
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Select Cancel Appointment or Charge Cancellation Fee. If you have a fee automatically entered, you can select Do Not Charge.
The appointment was removed from your calendar. If a fee is charged, you will go to the Checkout screen and charge the fee. You can check your customer's appointment history to see details.
If a customer fails to follow your cancellation policy, you can charge a cancellation fee from the Calendar. If your customers cancel online and you have Credit Card Processing and Online Shopping Cart enabled, a fee will be automatically charged.
Keep in mind that if the customer prepaid or put down a deposit for the appointment, you can't charge a cancellation fee.
Important
No-show and cancellation fees are at risk of being charged back by the customer. To prevent chargebacks, we recommend charging a deposit before the service.
To cancel an appointment:
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Select the appointment, then select → .
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In Cancel Appointment, enter the following information:
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Message to Customer: The reason why this appointment was cancelled. This message will appear in an email, text, and push notification sent to your customer if you choose to notify them.
-
Notify Customer: Notify your customer of the cancellation via email, text, and push notifications. You can't turn off this setting if you charge a cancellation fee.
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Add to Cancellation History: Mark this cancellation in their profile so you know which customers cancel the most.
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Enter a Cancellation Fee.
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Choose a payment method.
Note
Sending an invoice or going to the checkout screen will automatically mark the appointment as cancelled once checkout is successful or the invoice is sent. You can skip the next step.
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Select Charge Fee.
To cancel an appointment:
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Select the appointment, then select → .
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In Cancel Appointment, enter the following information:
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Message to Customer: The reason why this appointment was cancelled. This message will appear in an email, text, and push notification sent to your customer if you choose to notify them.
-
Notify Customer: Notify your customer of the cancellation via email, text, and push notifications. You can't turn off this setting if you charge a cancellation fee.
-
Add to customer's cancellation history: Mark this cancellation in their profile so you know which customers cancel the most.
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Enter a Cancellation Fee.
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Select Charge Cancellation Fee.
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The checkout popup will appear. Collect payment for the cancellation.
Appointments with the 100% Prepaid Appointment , Partial Deposit
, Paid by Membership
, and Paid by Package
icons on the calendar have been fully or partially paid for. Cancelling an appointment with any of these icons will show a popup with the option to Refund the customer.
Keep the following in mind when refunding customers:
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If a customer purchased their appointment with a package, you can only refund the visit.
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If a customer used a membership to pay for an appointment, the visit can only be refunded with cash or a gift card.
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Credit card refunds may take three to five business days to post to the customer's bank statement.
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You can't undo a refund once processed.
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You can't refund credit/debit transactions 120 days (four months) after the purchase date.
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You can't refund to a different card.
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You can't issue multiple refunds for the same item. For instance, if you issued a partial refund for a service, you can't issue a full refund at a later time.
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Vagaro currently can't refund Interac transactions.
To refund a prepaid appointment:
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Select the appointment, then select → .
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In the popup, select Refund.
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Configure your refund:
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Under the item to be refunded, select Refund.
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Enter the Refund Amount, then select Next.
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Enter how you would like to distribute the refund, like with cash or a gift card, then select Submit.
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Select Refund.
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Enter a reason and send a receipt:
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Enter a reason for the refund.
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Choose to send no receipt, Email Receipt, Print Receipt, or both.
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Select Continue.
Depending on what you selected, the receipt will be sent to the customer's email address and/or you can print the receipt.
To refund a prepaid appointment:
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Select the appointment, then select → .
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In the popup, select Refund.
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Configure your refund:
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Select a box under the preferred refund option (i.e., cash, credit, or gift card).
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Enter the Refund Amount, then select Next.
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Enter how you would like to distribute the refund, like with cash or a gift card, then select Submit.
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Enter a reason for the refund and send a receipt:
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Enter a Reason for Refund.
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Choose to send no receipt, Email Receipt, Print Receipt, or both.
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Select Refund.
Depending on what you selected, the receipt will be sent to the customer's email address and/or you can print the receipt.
If you accidentally booked an appointment and want to remove it, we recommend deleting it rather than cancelling it. That way, your customer won't receive a notification, and it won't affect their cancellation history.
To delete an appointment:
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Go to the Calendar
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Find the appointment.
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Select the appointment on the calendar to open its details, then select → .
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Complete the optional steps, if applicable. If there are no additional steps, the Delete Appointment popup will appear:
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If the customer has multiple appointments on the same day, or the service is part of a repeating series, a pop-up will appear. From there, you can choose to delete multiple appointments at once, Delete This Occurrence, or Delete Series (all repeating appointments).
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If the customer has fully paid or put down a deposit for the service, issue a refund. See Refund Prepaid Appointments to learn more.
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Select Delete to confirm.
To delete an appointment:
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Go to the Calendar
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Find the appointment.
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Select the appointment on the calendar to open its details, then select Delete.
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Complete the optional steps, if applicable. If there are no additional steps, the Delete Appointment popup will appear:
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If the customer has multiple appointments on the same day, or the service is part of a repeating series, a pop-up will appear. From there, you can choose to delete multiple appointments at once, Delete only this occurrence, or Delete the series.
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If the customer has fully paid or put down a deposit for the service, issue a refund. See Refund Prepaid Appointments to learn more.
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Select Delete to confirm.
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