A few weeks back, we gave your clients the power to cancel or reschedule their own appointments — 24/7, no phone calls, no email back-and-forth. But it’s one thing to claim a feature saves time, and another to prove it does. So to make sure we live up to our promises, we measured the numbers and good news - it’s working flawlessly!
Save between 3 - 6 minutes on every booking
Cancelling a booking over the phone is a series of small chores bundled together. Your front desk has to find the appointment, check availability, update the calendar, and finally confirm the change. All of this adds up to between 3 -6 minutes. Through the self-service link, clients can now get it done themselves in just seconds:
- Cancelling takes about 11 seconds
- Rescheduling takes about 48 seconds
This means your front desk gets back all those minutes to prioritise more important tasks. No more time lost playing phone tag, waiting for a callback, or breaking focus.
Practice owners have spoken - it’s a hit!
Feedback on the self-service cancel & reschedule feature has been overwhelmingly positive and practices told us that they were noticing real time savings. Here's just one example from the many standout comments we've received:
The self service cancel and reschedule has been a game changer for me and my small practice. As I handle most of the administration myself, giving my clients the freedom to cancel and reschedule their appointments has freed up my time and has improved my client’s booking experience.
How to turn on self-service cancel & reschedule
Getting set up is easy and just takes a few steps:
- Go to Settings → Business → Cancel & Reschedule. Cancellation and rescheduling are separate toggles, so you can turn on one without the other.
- Set your notice periods. Decide how much notice clients need to give for cancellations and reschedules — these can be different.
- Choose which cancellation reasons clients see. Only reasons marked "visible to client" appear in the self-service flow.
- Add the modification link to your message templates. This is the step it's easiest to miss — without the {appointment_modificationLink} placeholder in your confirmation and reminder templates, clients won't see the option at all. New workspaces get this automatically; if yours has been around a while, you'll need to add it yourself.
- Decide who gets notified. Choose whether alerts go to the practitioner, a location email, or both.
Our support guide walks through the full setup in more detail.
Yes. Cancellation and rescheduling toggle on and off independently. This means you set your own minimum notice periods for each, and you choose which cancellation reasons are visible to clients. You also decide whether notifications go to the practitioner, a location email, or both.
Yes, if you enable it, there's a separate toggle for allowing cancellation of paid appointments. splose can't process automatic refunds (money's already been paid out to your account), so if a paid appointment is cancelled, you'll get notified to handle the refund manually. Rescheduling works the same way, as long as the service price hasn't changed since the original booking.
Date and time only. The practitioner, service and location stay locked to the original booking. This ensures no client can turn a 30-minute session with one practitioner into an hour with someone else.
You choose whether notifications go to the practitioner, a location email, or both. Changes also appear against the appointment itself, so there's a record of what moved and when.
For cancellations, no. Clients can cancel any appointment, however it was booked, including ones your team created manually.
Rescheduling however does run on spolse's new Online Bookings because a client picks a new time from your live availability. If you're not on it yet, you can still switch cancellations on today and add rescheduling later.
For appointments your team books manually, rescheduling works if your practice has a single online bookings page. If your practice has more than one page, splose can't tell which page manually created appointments should be sent to. As a result, those appointments stay cancel-only.
Ready to give your front desk some of that time back?
Hundreds of practices have already turned this on. If you haven't yet, this is your sign, head to Settings and turn it on today. Then sit back and watch the smiles widen at your front desk as they enjoy the time saved on admin.
