How to add a cancellation policy in Calendly (with examples)
On paid plans, Calendly can show your cancellation policy in the confirmation email clients get. It won't enforce the policy for you, though. Here's where the setting is, what it does and doesn't do, and three examples you can copy.
Add a cancellation policy in Calendly
- Go to Scheduling and open the event type.
- At the bottom of the editor, select More options.
- Open Notifications and automations.
- Under Basic notifications, select the three dots next to Calendar invitation / Email confirmation, then Edit.
- Scroll to the Cancellation policy section and type your policy.
- To let clients cancel or reschedule on their own, tick Include cancel and reschedule links in email invitations and reminders.
- Select Save and close. Repeat for each event type that needs a policy.
Calendly shows your policy but doesn't stop anyone cancelling or rescheduling late. If a client cancels an hour before, the booking is still cancelled and the time becomes free again.
What Calendly does and doesn't do
- Does: show your policy text to clients, and include cancel and reschedule links if you tick the box.
- Does: let you take payment when someone books, with Stripe or PayPal, and add your own payment terms and cancellation policy in the event type's Payment section.
- Doesn't: block cancellations or reschedules inside a notice window.
- Doesn't: charge late-cancellation fees or issue refunds. You do that yourself, for example in your Stripe account.
- Good to know: the minimum notice setting under Availability controls how soon before a time people can book it, not how late they can cancel.
Example cancellation policies you can copy
Keep yours short, give a clear notice window and tell people how to move their time. Change the details to suit your practice.
Need to change plans? Please cancel or reschedule at least 24 hours before your session using the link in this email. That way someone else can take the time.
Sessions are paid when you book. Cancel or reschedule at least 48 hours ahead and we'll move or refund your session in full. Cancellations with less notice, or missed sessions, can't be refunded.
Life happens. If you can't make it, please use the reschedule link to pick another time, ideally a day ahead. Rescheduling is always free.
A policy only helps if it's believable and easy to follow. A visible reschedule link usually works better than a strict rule, because a client who reschedules gives you the time back while you can still fill it.
What about the slots that still open up?
Even with a good policy, some clients will cancel. Calendly then just shows that time as available again and hopes someone finds it. If you're often fully booked, a waitlist turns those cancellations into bookings. See how to add a waitlist to Calendly.
Questions? Email support@waitlistping.com or see Support.