Your cancellation policy, deposits and accepting bookings

All of this is in your dashboard under Booking & payments (owners and managers).

Cancellation policy

Your policy decides what you keep when a customer cancels late or doesn't turn up. Customers see it before they book, and again with exact amounts before they cancel.

• Flexible: free cancellation until 2 hours before; late cancellation 25%; no-show 50%.
• Moderate (the default): free until 1 day before; late 50%; no-show 100%.
• Strict: free until 2 days before; late 100%; no-show 100%.
• Custom: free cancellation any time, or until 2, 6 or 12 hours or 1, 2 or 3 days before; late and no-show charges as a % of the price or a fixed ₦ amount.

The See how it works box shows real numbers as you choose. Example on a ₦20,000 booking with Moderate: if they cancel 3 hours before, you keep ₦10,000 and they get ₦10,000 back. TreatHour's ₦2,000 service charge is separate: it's never part of what you keep or what they get back.

• Charges come out of what the customer paid towards your price, and can't be more than that. With a small deposit, you can only keep the deposit: the page warns you.
• Each booking keeps the policy it was made with. Changes apply to new bookings only.
• If you cancel, decline, or don't accept in time, the customer gets back everything they paid towards your price, and you aren't charged anything extra.
• If you move a booking, the customer is told and can cancel for a full refund of the price for 24 hours (or until the new time, if sooner).

How customers pay

Full payment (most popular) or Deposit now, rest later: part of the price (10, 20, 30, 50 or 70%) or the same amount every time. The customer pays the balance online, or at your shop: then tap Balance received on the booking. A deposit booking can't be marked complete until the balance is settled.

Accepting bookings

Turn on Accept bookings automatically and paid bookings are confirmed at once. If it's off, each request shows Accept by…: answer within 24 hours (or sooner for appointments coming up soon), or the request is declined automatically and the customer refunded.