Cancel or move an appointment

You can cancel any pending or confirmed appointment from its page. Clinicify has no separate reschedule option: to move an appointment, cancel it and book a new one.

Before you start

• Anyone on the team can cancel an appointment.
• A cancellation can’t be undone. The patient is told straight away, so be sure before you confirm.

Cancel an appointment

1. Select Bookings in the left sidebar and select the appointment in the calendar.
2. Select Cancel appointment.
3. Enter a reason in the box. A reason is required, and it’s for your team only: it isn’t sent to the patient.
4. Select Yes, cancel appointment.

What happens next

• The appointment shows as Cancelled, with your reason and the time it was cancelled.
• The patient receives a cancellation message, following your patient notification settings and their own preferences.
• If the patient paid a booking fee, it’s refunded in full to the card they paid with. A cancellation by your clinic always refunds the fee, whatever your booking policy says. If the refund can’t be processed automatically, the patient is told you’re arranging it, and you’ll need to refund it by hand. See Refund a payment.
• The time is released straight away, so it can be booked again online or by your team.
• For a Zoom appointment, the meeting is deleted. For a Google Meet appointment, the calendar event that holds the Meet link is deleted, so the old link stops working. The appointment is also removed from any connected calendar.

Move an appointment to a new time

1. Cancel the appointment as above. In the reason, note that it’s being moved.
2. Select New booking on the Bookings page and book the new time. See Book an appointment for a patient.

The patient receives a cancellation message for the old time and a confirmation for the new one.

When patients cancel

Patients can cancel confirmed appointments themselves from Bookings in their portal. What happens to their booking fee depends on your cancellation window. See Set your booking policy.

Good to know

• A cancelled appointment can’t be reopened. Book a new appointment instead.
• Completed and no-show appointments can’t be cancelled. If one was marked by mistake, reopen it first. See Appointment statuses.