Cancelling a booking
When a session is called off, cancelling the booking frees the time on your calendar and booking page straight away. The money and paperwork stay exactly as they are, so you can deal with them according to your policy.
Cancelling
- Open the booking.
- Choose Cancel booking from the three-dot menu.
- Add a Reason (optional). It's for your records and shows on the booking afterwards.
- Turn on Notify contact by email if you want your client to get a cancellation email.
- Click Cancel booking.
Notify contact by email is off by default, so your client hears nothing unless you turn it on. If they asked to cancel, a short confirmation is a kind touch. With it on, they get an email with the subject "Your booking has been cancelled". The switch only appears when the contact has an email address.
Cancel booking is available on pending and confirmed bookings. The booking moves to Cancelled, leaves your calendar, and stays in your list under the Cancelled filter.
What happens to the money
The dialog says it plainly: payments, invoices and contracts won't be changed. If your client has paid, decide what your policy says and handle it yourself.
| If… | What to do |
|---|---|
| Your policy keeps the deposit | Nothing more to do. The payment stays recorded |
| You're giving money back | Refund the payment from the invoice. See Refunding a payment |
| There's an unpaid invoice | Cancelling the booking stops that invoice's reminders, but the balance stays open. Cancel or write off the invoice to close it. See Editing, cancelling or writing off an invoice |
| A contract was signed | It stays on record. Your cancellation terms in it still apply |
Having a cancellation policy written into your service or contract makes this part much easier. You're pointing to terms you both agreed, not inventing them in an awkward moment.
If your client comes back
A cancelled booking can't be reopened. Instead, open it and click Create replacement booking. CoreHue starts a new booking with the same contact and service already selected, and you set the dates, pricing and what your client needs to do.
Cancel, complete or let it expire?
| Situation | Use |
|---|---|
| The session is called off | Cancel booking |
| The session happened (or your client didn't turn up to a confirmed session) | Mark as complete. See Completing a booking or handling a no-show |
| An unpaid booking ran past its deadline | Nothing. It expires on its own. See Unpaid bookings and held times |
Frequently asked questions
Can my client cancel a booking themselves?
No. Clients can't cancel from their booking page, so they'll contact you and you cancel it here.
Can I undo a cancellation?
Not directly. Cancelled bookings can't be reopened, but Create replacement booking starts a fresh one with the same contact and service filled in.
Does cancelling remove the Google Calendar event and Zoom meeting?
Yes. If you've connected Google Calendar, cancelling a booking deletes its Google Calendar event, and a Zoom meeting created for the booking is removed.
Will my client still get reminders?
No. Booking reminders stop as soon as a booking is cancelled or completed.