Refund cutoff window
Set how many hours before an appointment customers can cancel and receive a refund.
Quick answer: The refund cutoff is the number of hours before the appointment when customers can still cancel and get their deposit or payment refunded.
Overview
Your refund cutoff window protects you from last-minute cancellations while giving customers a clear policy. Cancellations inside the window may not qualify for an automatic refund.
Before you start
Note
Customers see this policy when they book and cancel. You can still issue manual refunds from a booking if you choose.
Step-by-step
Open Business profile settings
Look for: Business profile
Set Refund cutoff hours
Enter how many hours before the appointment a customer must cancel to receive a refund — e.g. 24 hours.
Look for: Refund cutoff
Example: 24 hours means cancellations within 24 hours of the appointment may not auto-refund. Save your changes
Look for: Save
What happens next
When a customer cancels in time, eligible Stripe payments are refunded automatically. Late cancellations stay on your calendar unless you cancel them — you can still refund manually.
Refunds explainedRead →Common questions
Frequently asked questions
They may not receive an automatic refund. You can still issue a manual refund from the booking if you want to.
Related articles
Calendar & bookings
Refunds explained
How automatic refunds, manual refunds, and fees work when customers cancel or you refund a booking.
Services
Setting up deposits
Require a deposit at booking — fixed amount or percentage — to reduce no-shows.
Customer guides
When you get a refund
Customer refund rules and timing.
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