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Modify or cancel a booking

How to change date/time, modify service, cancel a booking. Refund and cancellation policies explained.

4 minutes6 steps

If you need to change date, time or cancel an appointment, ZenBookr manages it from your client profile. Possibilities and costs depend on the cancellation policy set by the professional.

Step-by-step guide

  1. Go to "My bookings"

    Login on book.zenbookr.app. Click profile icon top right > "My bookings". List divided in: Future, Past, Cancelled.

    Click the appointment you want to modify/cancel.

  2. Verify applicable cancellation policy

    At top of booking detail, box with policy:

    • Free cancellation within N hours: typically 24-48h before
    • Late cancellation: after threshold (e.g. 12h before), charged % (e.g. 50%)
    • No-show: 100% typically if you don't show up without cancelling

    Clock shows how much time you have left to cancel free.

  3. To modify date/time: use "Reschedule"

    Click "Modify booking". Date/time selector opens with pro's available slots. Possible modifications: different date/time, mode (on-site ↔ home), different operator.

    NB: modifying always respects policy. After threshold, modification fee may apply.

  4. To cancel: use "Cancel booking"

    Click "Cancel booking". Warning appears with cancellation cost, time remaining for free cancellation, cancellation reason.

    Specify reason. Click "Confirm cancellation". If paid online and cancellation free, refund on card within 5-10 business days.

  5. What happens if you cancel late

    If you cancel after threshold:

    • If paid online: cancellation fee retained, rest refunded
    • If only pre-authorized: only fee charged (not full price)
    • If "pay on-site": payment request via Stripe link — MUST pay within 7 days

    Always email with amount details and refund.

  6. How to contest unfair charge

    If you believe charge unfair:

    1. Contact pro directly via chat from appointment
    2. Click "Report problem" from booking detail — open DSA dispute handled by ZenBookr team
    3. Disputed refund: contact your bank within 60 days (chargeback)
    4. EU last resort: use ODR platform

Best practices

Cancel as early as possible. Even within free window, 24h+ notice lets pro fill the slot.

Don't ghost. If emergency, 100x better to cancel late (small fee) than no-show (full fee + client rating damage).

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