Wix Bookings: Charging a Cancellation or No-Show Fee

Cancellation fees are connected to a specific booking policy and apply to any service types (appointments, classes, courses) that are connected to that policy. Make sure to double-check which cancellation fees you apply to each of your booking policies. 

Yes, in certain situations, it is not possible to charge cancellation fees: 

Note: If a cancellation fee can't be charged (e.g., the cases above), create a new, separate order and enter the payment details again.

When you cancel a session on behalf of a client, or they don't show up for their session, you will have the option to apply the relevant fee. You can charge cancellation and no-show fees from the Booking Calendar for appointments, classes, and courses, and the participants lists of classes and courses. 

When cancelling a service, you have the option to apply the relevant cancellation fee and notify the client with an SMS or email. 

When marking a client as a no-show for a class, you can apply the no-show fee as per your service policy.

The fee you can apply depends on what you included in the booking policy associated with the service. You cannot charge more than the fee stated in the policy.

When a client cancels a session to which a cancellation applies, they receive a message warning them that they will be charged. This message appears on Wix member apps (Spaces, Fit by Wix, etc.) and on desktop (in the client's member area). 

Your clients can see your booking policy by clicking 'View Policy' in the booking form and during checkout. 

Policy descriptions are mandatory when charging cancellation and no-show fees.

As the site owner, you can edit the cancellation or no-show fee you charge (but not above what you set in the booking policy associated with the service). Your staff do not have permission to edit the cancellation or no-show fees. 

Yes, your staff can charge cancellation or no-show fees for their sessions. They can't update the fee amount.

In this case, you need to first charge the fees and the order and then issue a refund for the order. Read more about refunding orders. 

No, a cancellation fee does not apply if there is one cancellation or no-show from a group booking, since it isn't possible to charge a cancellation or no-show fee to part of a group.

To track the status of your cancelled bookings, go to Booking List in your site's dashboard and filter the Booking status by Canceled.

Yes, you can. If a cancellation fee isn't automatically charged, collect the fee from the existing order. If a cancellation can't be charged, create a new, separate order and manually charge the fee.

If a member cancels from the members area and the charge does not go through, manually charge the fee from the Booking List in your dashboard.

Yes, PayPal can be used for cancellation and no-show fees. Go to Accept Payments in your site's dashboard and click Enable Advanced Features.