Canceling & Refunding Appointments

In this guide:

Canceling Appointments

In order to cancel an appointment, click on it, then choose "Cancel" from the buttons at the top.

You’ll be able to choose whether or not you’d like to email the client to inform them of the cancellation, mark the appointment as a no-show for reporting, or add a note to their cancelation email, which will be included at the top of their notification. 


Trying to cancel just one attendee in a class? Click on their name to bring up their individual details, then follow the steps above.

Clients can cancel their own appointments from their appointment confirmation page, or a button in their confirmation email. If they’d like to reschedule for a different date and transfer over any payments they've made, they should opt for the Rescheduling option instead. 

After an appointment is canceled it cannot be un-canceled (cancelation is permanent).

The canceled appointment's slot will become available for scheduling immediately, unless scheduling limits prevent booking. (Such as, if you require clients to book at least 12 hours in advance, and someone cancels eight hours before an appointment.)

If an appointment was canceled and you'd like to see the appointment details, check out this support doc for more details on locating canceled appointments.

Is payment refunded when I cancel an appointment?

Nope! If a client pays for an appointment, then cancels it, Acuity will not automatically refund the payment. However, you have the power to do so within your payment processing account.

The cancelation e-mail you receive will include a link to the payment to help you make the refund, if necessary.


If you need a hand issuing a refund, check out these support guides:

Is the client automatically charged when I mark an appointment as a no-show?

They are not. However, you can manually charge them if you have the right payment settings enabled. Read about charging no-show clients in this article.

Bulk Canceling Appointments

To cancel appointments in bulk:

  • Go to the client list.
  • Click on the client's name.
  • Scroll down to the list of appointments.
  • Check the boxes next to the appointments you want to cancel.
  • Click Cancel Selected.
  • Click Yes, cancel appointments.


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