Letting customers cancel or reschedule
Give customers a self-service way to cancel or reschedule their own booking from the link in their confirmation email — within the cutoff and refund rules you set per experience.
Letting customers cancel or reschedule
Customers can manage their own booking from the order link in their confirmation email — no account or app needed. You decide what they're allowed to do, and how close to the start time, per experience.
Turn it on
On the booking form (appointment or reservation), under Customer self-service:
- Allow customers to cancel — shows a Cancel button on their booking.
- Allow customers to reschedule — lets them pick a new open time from your resource's weekly hours.
- Cutoff (hours before) — changes are blocked once the start time is inside this window. For example, 24 means "no online changes within 24 hours of the appointment."
- Refund on cancel — No refund (the booking is released but the customer keeps no money back online) or Full refund (Zillo refunds the payment, and our 3% fee with it).
The cutoff protects your calendar. With a 24-hour cutoff, a customer trying to cancel the morning of their appointment is told it's too late to change online and to contact you — so a last-minute slot doesn't silently vanish.
What the customer sees
On their order page a Manage booking panel appears with Reschedule and Cancel, whenever the policy and cutoff allow it. Rescheduling shows the same live availability as a fresh booking; cancelling releases the time (and the seats, for a reservation) immediately, so it frees up for someone else.
What you see
A reschedule moves the booking to the new time and re-sends the confirmation +
calendar invite; a cancellation voids it and frees the capacity. Both show up in
Orders, and if you've connected webhooks or
Klaviyo, a booking.rescheduled or booking.cancelled event fires so your
automations stay in sync.
You can always cancel or refund any booking yourself from the order detail page, regardless of the customer-facing policy — the policy only governs what customers can do on their own.