Feature — Cancellations
Your cancellation policy, applied automatically
Set your cancellation window and refund rules once. You control the policy — Nextro applies it automatically every time a customer cancels.
3-day free trial · £29/month · No contract
How cancellation policies work in Nextro
Set it once per service type — Nextro applies your policy every time a customer cancels.
- 01
Set your cancellation window
Define how far in advance a customer must cancel to be eligible for a refund. For example, 24 hours or 48 hours before the appointment start time.
- 02
Choose a refund rule per service
For each service type, decide what happens when a customer cancels within or outside the window. Options include a full refund, a credit refund, or no refund — you choose.
- 03
Your policy is applied automatically
When a customer cancels through Nextro, the system checks the timing against your policy and applies your chosen outcome — without any input from you.
What happens when a customer cancels
The system applies your policy automatically — you don't need to step in.
Customer cancels within policy
If the customer cancels before your cutoff window, the eligible refund is processed back to their card — or restored as a credit to their balance, depending on your settings.
Customer cancels outside policy
If the customer cancels inside your cutoff window, no refund is issued — as per your policy. The system applies this automatically. Businesses control their own refund terms.
Credits are restored or retained
For customers using booking credit packs, a cancellation within policy restores the credit to their balance. An out-of-policy cancellation retains the credit usage, protecting your income.
Businesses set and own their own refund and cancellation terms. Card refunds are processed to the original payment method. Nextro is software — it applies the policy you define, it does not make refund decisions independently.
Why a cancellation policy protects your income
A policy only works when it's applied consistently — not just when you remember.
Late cancellations cost businesses real money
An appointment cancelled with one hour's notice is a time slot you can't fill. Without a policy, that income is simply lost. A cancellation policy shifts the financial consequence to the customer.
Policies only work when applied consistently
Manual enforcement means exceptions creep in. When the system applies your policy automatically, every customer is treated the same way — which is fairer and more professional.
Removes the difficult conversation
Telling a customer they won't be refunded because they cancelled late is uncomfortable. When your policy is published upfront and applied automatically, you stay out of the conversation.
Set your cancellation policy with Nextro
Define your rules once and let the system apply them on every booking. 3-day free trial, then £29/month.
3-day free trial · £29/month · Cancel anytime