How do I change the cancellation policy for a specific treatment?

Previously, a single cancellation rule applied to the whole practice. For some treatments that's too flexible: an orthodontic fitting or a long surgical procedure can't just be cancelled last-minute, while a routine check-up can stay flexible.

You can now override that rule per category or per treatment. This lets you protect exactly the appointments that need it, without changing your general setting.

 🛠️ Where do I set this?

Want to change the cancellation policy for a specific treatment? Follow these steps:

1. Go to Settings → Treatments → Overview.
2. Click the treatment you want to change (for example "Orthodontic Adjustment").
3. Find the "Cancellation policy" field on the edit screen.
4. Choose the option you want (see below).
5. Save your change.

The selector always has three options:

• Use company default — follows the category (if set) or otherwise the company-wide setting. This is the default for every treatment and category, so nothing changes until you set an exception yourself.
• Custom time window — a specific number of hours before the appointment during which the patient may still cancel.
• Never allow online cancellation — the patient can never cancel this appointment online themselves and is directed to contact the practice.

Prefer to set this for a whole category at once (for example all orthodontic treatments)? Go to Settings → Treatments → Categories, open the category, and use the same selector there.

👀 What does the patient see?

• Within the window — the patient can simply cancel, from the appointment page and the app.
• Too late (inside the window) — the patient gets a "too late to cancel" message, with the practice's phone number and email.
• Never allowed — the patient gets a "cancellation not allowed" message, also with the practice's phone number and email.

🔛 On by default

Every treatment and category starts on "Use company default". Your existing cancellation rules keep working exactly as before, until you set an exception for a specific treatment or category yourself. Happy with your current practice-wide setting? Then there's nothing you need to do.

🚀 What's in it for you?

• No more last-minute cancellations on your most sensitive slots — treatments you can't quickly refill stay fixed in your schedule.
• Fewer confused phone calls: the patient gets a clear message with the practice's phone number and email themselves, so you don't have to explain anything.
• Zero impact on the rest of your schedule: you only apply this where it's needed, everything else stays unchanged.