Cancel a booking

Cancel a booking when the appointment is no longer going ahead but you still want a clear record of what happened.

Cancel the appointment

1. Open the booking from Bookings or the calendar.
2. Choose Cancel Booking and confirm.

The booking moves to Cancelled and any pending reminders are removed.

Payments and deposits

Cancelling a booking does not refund money automatically. Existing deposits and payments stay recorded against the booking.

For bookings with accepted payment terms, Barkway records the refund owed under the cancellation policy. Staff still need to issue the card refund from Financials. Return payments received outside Barkway separately and record them using the manual refund flow. See Refund a payment.

This is different from cancelling an unaccepted online booking request: Barkway automatically starts a refund of a paid request deposit. Once a request has been accepted, manage cancellation and any refund on the resulting booking.

For the 24-hour client cancellation cutoff, refundable early deposits and groomer cancellations, see Deposits and saved cards.

When clients cancel in the portal

Clients can cancel a Scheduled booking online only when it starts more than 24 hours later. At or inside the 24-hour cutoff, the portal asks them to contact you. This is separate from cancelling a pending booking request.

A cancellation you make using the staff booking controls is treated as a groomer cancellation for accepted payment terms. It does not create a client late-cancellation charge.

Cancelling after the groom has started

You can move a booking from In progress to Cancelled when needed.

Rescheduling a cancelled booking

Open the cancelled booking, choose Edit Booking, set the new date and time, then save. Barkway moves the booking back to Scheduled.

Cancel or delete?

Deleting removes the booking from your list entirely. If the booking has payments, deposits or useful history, cancelling is usually the better option because the record remains available.