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Wix Bookings: Charging a Cancellation or No-Show Fee

7 min
In this article
  • Important information about charging cancellation or no-show fees
  • Adding a cancellation and no-show fee to a booking policy
  • Frequently asked questions (FAQs)
Reduce cancellations and no-shows by adding a cancellation fee to your booking policies. You can customize the fee depending on how close to the session the client cancels.
Adding a cancellation fee requires your clients to enter their credit card details at checkout when they book a service. Make sure to update your policy description to explain the terms of your cancellation fee. 
Notes:
  • Adding a cancellation fee to your booking policies is currently only available on desktop.
  • Policy descriptions are mandatory when charging cancellation and no-show fees. This will show up as your payment policy when clients are checking out. 
  • If you're using your own native mobile app, make sure to upgrade to the latest version of the app to collect payment details at checkout and enable cancellation fees.

Important information about charging cancellation or no-show fees

Charging cancellation or no-show fees requires that you enable the relevant toggles in Booking Settings (See steps in the section below), as well as activating payment providers on your site that support saving credit cards. To ensure smooth transactions for you and your clients, make sure that you:
  1. Enable Cancellation Fees: When you enable cancellation fees, clients will need to provide their payment details at checkout. This allows you to charge them if they cancel or don't show up. Learn more about saving and charging clients' credit cards
  2. Activate accepted Payment Providers: You can charge clients' saved credit cards using compatible payment providers, including: Wix PaymentsPayPalEvergreen Payments NorthwestIsracard or Tranzila. Note that you cannot charge card variations such as wallets (Apple Pay, Google Pay) or Buy Now Pay Later services (Klarna, Affirm, Afterpay).
  3. Check payment methods are compatible: If some payment methods do not allow storing clients' card information, only compatible options will be available at checkout for services requiring a card on file. If there are no supported payment methods available, you won't be able to charge for cancellation or no-show fees.

Adding a cancellation and no-show fee to a booking policy

You can create multiple booking policies and apply them to different services. Make sure to add a cancellation fee to all relevant booking policies, and include your terms in the policy description.
When you apply a cancellation fee to a booking policy, two windows appear automatically: the Free window and the Paid window. You can add a third window to charge a larger fee for last-minute cancellations. 

To add a cancellation and no-show fee to a policy:

  1. Go to Booking Policies in your site's dashboard.
  2. Select the relevant policy or click + Add a New policy and add all relevant details
  3. Select the Charge cancellation and no-show fees checkbox
  4. Click the Edit icon  next to Paid window
  5. Select the relevant timeframe from the Cancellations or no-shows drop-down. 
  6. Under Fee, enter the fee amount and select the relevant icon to choose whether it is a Fixed amount or a Percentage of the session's price . Then click the Checkmark icon .
  7. (Optional) Click Add a later window to create an additional paid window and follow steps 4-6 above. 
A screenshot showing the charge cancellation and no-show fee checkbox in a booking policy.
Note:
Make sure to repeat the steps above for each of your booking policies to reduce your cancellations and no-shows. 

Frequently asked questions (FAQs)

Click on a question below to learn more:
A screenshot showing the charge cancellation and no-show fee checkbox in a booking policy.