Fewer no-shows
Setting a cancellation policy in Soopaspace
Written by the Soopaspace team · Updated 2 October 2026 · 3 min read
Soopaspace does not write your policy or tell you what it should say. It gives each service a notice window, a box for your policy in your own words, and a choice about whether clients can reschedule themselves, then shows all of it to clients before they book and applies the notice window when they try to cancel.
Soopaspace does not give legal, tax or financial advice. This page describes what the product does.
The short version
- Each service has a notice window in hours, policy text and a reschedule setting
- The booking page shows them in Good to know before anyone books
- Online cancelling and rescheduling stop when the notice window starts
- A full card payment is refunded automatically on an in-time cancellation; a deposit is left for you
Where you set it
Open Services, edit a service, and find Cancellation & rescheduling. Each service has its own settings:
- Cancellation notice: a number of hours, from 0 to 720. It starts at 24
- Cancellation policy (optional): your own words, shown to clients
- Allow clients to reschedule themselves: ticked to begin with
Hi Alex, a reminder about your upcoming booking with Riverside Mobile Pet Grooming.
GCSE maths, 60 min
Thursday 8 October, 16:00
What clients see before they book
Your booking page has a Good to know section. It shows "Cancel up to [hours] hours ahead", your policy text, and either "You can reschedule online without contacting me." or "Please get in touch to reschedule.", depending on the setting. If your services differ, it lists each one separately.
When a client cancels or reschedules
Clients use the Cancel or reschedule link in their booking emails. Soopaspace then:
- Lets them cancel or reschedule online before the notice window starts
- Inside the notice window, tells them to contact you instead
- Refunds a booking paid in full by card automatically when the client cancels in time, and emails them
- Leaves a booking with a deposit for you to decide, rather than refunding it
- Asks clients to contact you about group events, which are not cancelled this way
Cancelling from your side
The notice window applies to clients. You can cancel a booking yourself at any time from the dashboard.
Your notice window and policy sit on each service, show on your booking page, and apply when a client tries to cancel.
See self-service reschedulingCommon questions
- Can I set a different notice window for each service?
- Yes. Cancellation notice is set on each service, in hours.
- Does Soopaspace refund clients who cancel?
- If a client paid the full price by card and cancels before the notice window, yes, automatically. A booking with a deposit is left for you to decide.
- Can I stop clients rescheduling online?
- Yes. Untick Allow clients to reschedule themselves on the service, and the booking page asks them to get in touch instead.
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