Politica-anulare-no-show

RESOURCES · ONLINE BOOKINGS

Cancellation and no-show policy

A clearly-written, consistently-applied cancellation policy cuts no-shows by 70% and eliminates the awkward phone calls. 4appointments lets you build the policy once — and then applies it automatically to every booking, without relying on the front desk's discretion.

POLITICĂ DE ANULARE3 trepte temporale✓PESTE 24h ÎNAINTERefund 100%½2 — 24h ÎNAINTERefund 50%✕SUB 2h / NO-SHOWRefund 0%🔄 Reprogramare gratuită · 1× per rezervareAm citit și accept politicaAUTO-APPLY100%REFUND PROCESAT AUTOPolitică aplicatăRefund pe card (Stripe)Factură storno emisăAudit log salvat

Three-tier policy (recommended)

The most-used model across Romania and EU markets for appointment refunds is three time-tiers, expressed as a percentage of the deposit:

  • Cancel more than 24h ahead → 100% refund to card
  • Cancel between 2 and 24h ahead → 50% refund
  • Cancel under 2h or no-show → 0% refund
  • Free reschedule allowed once per booking

How 4appointments enforces it automatically

You define the policy in the panel (one screen, three tiers) and the platform does the rest: at booking the policy is shown to the client explicitly (with an "I agree" checkbox), at cancellation the correct refund is processed automatically on Stripe, and on a no-show the paid amount stays as final revenue on the tax invoice.

  • Policy shown explicitly at booking (consumer-law compliant)
  • Refund processed automatically on the card used (2-5 days)
  • Credit note generated for the refunded value
  • Audit-grade logging of every application (date, time, reason)

Different policies per service type

A quick 30-minute massage doesn't need the same policy as a 90-minute premium medical consultation. You configure different policies per service: short/cheap services — relaxed policy (24h free), long/premium services — strict policy (48h free, 24h 50%, under 24h 0%).

Frequently asked questions

Is it legal to withhold money on a no-show in Romania?

Yes, if the policy is clearly presented to the client BEFORE payment and the client explicitly confirms acceptance (consumer protection law). 4appointments does exactly this: a mandatory checkbox with the policy visible before payment.

Can I reschedule without losing the money?

Yes. A reschedule (with at least 24h notice) is allowed once per booking and keeps the payment. A second reschedule is treated as a cancellation and the refund policy applies. Configurable from the panel.

What happens if I (the firm) cancel the appointment?

100% automatic refund on the client's card, regardless of how much time is left until the appointment. Plus a personalisable apology email from the panel, suggesting priority reschedule.

Can I have a separate policy for VIP clients?

Yes. For clients marked VIP in the CRM (manually or automatically at N bookings/month) you can configure a more relaxed policy — for example 100% refund up to the hour.

Want a policy that enforces itself?

Build the policy once in the panel and 4appointments applies it to every booking, with no need for anyone to say "no" in person.

See pricing →