Rescheduling and cancelling

Open the appointment from your calendar, or open the request and use the menu beside the session, then choose Reschedule. What opens is Offer new times: you shortlist dates that work for you, and your client picks one. You are not moving them without asking, which is what makes it safe to do at short notice.

If none of your dates are any good, switch the session to let the client choose, and tap Open my calendar to them. They then pick any time you are free. Either way you can add a short note that travels with the offer.

Clients always have a way to ask, even when they cannot rebook themselves. On any set of offered times there is a Suggest another time option. Tapping it strikes those times out on both sides so nobody books one by mistake, and drops your client into Messages with a note to you already written.

On your side the thread shows Start the rescheduling wizard? above the reply box, telling you which session it concerns. Tap Offer new times to go straight into the same picker, or Not now to deal with it later. The wizard tells you how many times they turned down so you can avoid re-offering them.

Self-service rescheduling and cancelling are both off until you turn them on. Until then, your client's booking page tells them to contact you directly. You will find the switches in Settings, Scheduling, Booking rules.

• •Allow client rescheduling lets them move their own appointment.
• •Reschedule notice is how many hours ahead they have to do it.
• •Max reschedules per booking caps how many times, or leave it blank for no limit.
• •Allow client cancellation and Cancellation notice work the same way for cancelling.

Past the notice window, or once they have used up their reschedules, the buttons stop working and they are told to message you instead. Nobody moves a booking out from under you the night before unless you allowed it.

To drop one sitting, use the menu beside the session and pick Cancel Session. To end the whole booking, use the menu in the request header. If nothing has been booked or paid yet, that same action reads Cancel quote, because there is nothing to cancel: it just withdraws the quote and archives the request.

You pick a Cancellation reason for your own records, and your client never sees the label. No-Show and Client Cancellation are logged on that client's compliance record. Other covers your own schedule change or illness and logs nothing against them unless you tick the box yourself.

Whatever you write in the note is the only thing your client reads as the reason, so put it in your own words. Leave Email the client ticked and you get a preview of the exact email before you confirm. Untick it and Maelo warns you plainly that they will not know unless you tell them.

Rescheduling leaves the deposit exactly where it is. The money stays attached to the booking through the move, so a client who has already paid does not pay again for the new date, and you do not have to refund and recharge.

When a client cancels on themselves, Maelo tells them plainly that deposits are typically not refundable and points them at your policies, so write those policies properly in Settings, Policies. To actually send money back, open the payment in your Financial Hub and refund it in full or in part from there.

Offer new times and your client gets an email of available times plus a card in their hub and in your thread. Cancel a session and, if you left the email ticked, they get a cancellation email showing the original booking and your note. You always get a copy of the cancellation for your own records, including whether the client was told.

Coming the other way, a client who cancels or reschedules from their hub triggers an alert to you by email, push and your notification bell. Those two alerts cannot be muted, because they concern work that is booked and paid for.

The wording of every one of these emails is yours to edit under Settings, Notifications, subject line included.