Cancellations

A cancelled booking is removed from your live schedule, the time slot opens again, and (for paid sessions with a card charge on file) Flo sends a full refund to the fan’s original payment method. Free sessions cancel without any payment step.

Fans can also cancel or reschedule themselves using Manage this booking in their email — until about 1 hour before the session starts.

Bookings require Creator+

Cancellation flows apply to sessions booked through Book a Session on Creator, Pro, or Studio. See Bookings overview.

Two ways to cancel

Who cancels	Where	Reschedule too?
You (creator)	Dashboard → Monetize → Bookings → Appointments — Managing bookings	No — only cancel from the dashboard today
Your fan	Manage this booking link in confirmation / reminder email	Yes — fan can pick a new open time on the same page

Both paths free the slot and follow the same refund rules for paid sessions below.

Cancel from the dashboard (you)

Where to click

Open Dashboard → Monetize → Bookings → Appointments
Find the session in Upcoming (hover the row) or on the calendar (hover the block, open the popover)
Choose Cancel or Cancel booking

There is no second confirmation screen and no cancellation reason field in the dashboard today — one click starts the cancel.

What Flo does

Step	Result
1	Booking status becomes cancelled; the slot can be booked again
2	Paid booking with card payment on file: Flo issues a full refund to the fan
3	Booking payout hold for that session is released — Payout hold
4	Linked Google Calendar event and Zoom meeting are cleaned up when integrations were used
5	Fan receives a cancellation email (refund amount noted when applicable)

You do not get a separate “you cancelled this” email — check Appointments or your fan’s reply if you need confirmation.

When dashboard cancel can fail

Message / situation	What to do
Not active / already cancelled	Refresh Bookings — someone may have cancelled already
Payouts account is not connected (paid session)	Finish Settings → Flo Payments so refunds can run
No card payment on file (shows a price)	Contact support with the booking details — Flo cannot auto-refund without a payment record
Refund could not be completed	Try again; if it persists, contact support with the booking id

Until a paid cancel succeeds, do not assume the fan was refunded.

Manage this booking (your fan)

Where the link appears

Fans see Manage this booking in:

Email	Link
Confirmation	Right after they book
Reminder (24h / 1h)	If Flo email reminders are on for that booking

The link opens a simple page (/booking/manage) — no Flo account required. Each booking has its own private link; if the link is old or wrong, Flo shows an error to use the email again.

What fans can do on that page

Action	What happens
Cancel booking	Browser asks Cancel this booking? This cannot be undone. — then full cancel + refund rules below
Reschedule	Pick a new date and time from your open slots (same session length and rules as a new booking)

Copy on the page explains that paid cancels refund to their card.

The 1-hour cutoff

Fans cannot cancel or reschedule when the session starts in less than 60 minutes. The page says the link is no longer open for changes and to contact you directly.

Time until session	Fan self-serve
More than ~1 hour	Cancel or reschedule allowed
Less than ~1 hour	Blocked — contact you
Already started or past	Page says the session has passed
Already cancelled	Page says the session was cancelled

You can still cancel from the dashboard on a confirmed upcoming session — there is no matching 1-hour block for creators in Flo today. Use good judgment for last-minute paid sessions (refund still runs when payment is on file).

Reschedule (fan only)

Reschedule does not charge again — it moves the same booking to a new time.

Topic	Behavior
Who	Fan only, via Manage this booking
Slots	Only times you still have open (availability, buffer, notice, other bookings, Google busy times)
Conflict	If someone else took the slot, fan sees This time slot was just taken. Please choose another.
Video link	Flo clears the old link, then tries to create a new Zoom or Meet link for the new time
Email	Fan gets an updated confirmation; you get a client rescheduled notice
Payment	No second charge; original payment stays tied to the booking
Payout hold	Still based on the new session start time — Payout hold

There is no creator Reschedule button in Bookings today. To move a session yourself, cancel and ask the fan to book again, or ask them to use Manage this booking before the cutoff.

Refunds for paid sessions

Booking cancel refunds are automatic

When you or the fan successfully cancels a paid session that has a card payment on file, Flo refunds the full amount the fan paid (shown in their cancellation email). You do not need a separate refund in Wallet for that booking.

Session type	On cancel
Free	No refund — nothing was charged
Paid (payment on file)	Full refund to the fan’s original card
Paid (price shown but no payment record)	Cancel may fail until support resolves the payment row

How long refunds take

The fan’s email says the refund will appear on their original payment method and that banks can take a few business days. Flo initiates the refund right away; timing after that depends on the card issuer.

Your balance

Refunds reduce what you earned on that session. Any booking payout hold on that booking clears when the cancel completes. See Payout hold and Wallet overview.

Refund policy at checkout vs booking cancel

Before paying, fans may see your Flo Payments refund policy (from Settings → Flo Payments → Refunds & disputes) on the booking confirm step. That setting mainly describes how you handle refund requests on other sales.

Cancelling a booking (by you or the fan) is separate: Flo still runs the full automatic refund for paid sessions with payment on file, regardless of that window. State your real rules on your page or offer so fans know what to expect if they ask outside Flo’s self-serve window.

Emails after cancel or reschedule

When you cancel

Recipient	Email
Fan	Booking cancelled — session name, old time, optional refund line
You	No automatic cancellation email (check dashboard)

When the fan cancels

Recipient	Email
Fan	Booking cancelled (same style, with refund line if paid)
You	Notice that the guest cancelled — name, email, session, time

When the fan reschedules

Recipient	Email
Fan	Fresh confirmation for the new time
You	Client rescheduled with old and new times

Reminders

After a cancel, 24h and 1h reminders do not send for that booking.

What changes on your schedule

Item	After cancel
Upcoming list	Session removed
Calendar	Shows Cancelled on past views; not in upcoming
Fan’s manage link	No longer works for changes
Google Calendar / Zoom	Flo removes or stops using the old event / meeting when connected
Slot	Available again for new bookings (subject to availability rules)

Policies and expectations

Flo does not enforce your personal “no refunds after 48 hours” text on the page — but fans read it. Align your offer, page copy, and support replies with what you actually do.

Situation	Suggestion
You need to cancel	Cancel in Bookings; paid fans are refunded automatically when payment is on file
Fan asks inside 1 hour	They cannot use the manage link — you cancel from the dashboard if you agree
No-show	Flo does not auto-cancel; cancel the booking yourself if you are not refunding
Partial refund	Not supported in the booking cancel flow — full refund only
Disputes / chargebacks	Separate from cancel — see Wallet dispute banners — Wallet overview

Creator checklist

Prefer fan self-serve when possible
Point fans to Manage this booking in their email so they pick a new time or cancel before the 1-hour cutoff.
Last-minute changes
Inside 1 hour, fans must contact you. You can still cancel from Appointments if you agree to refund.
After you cancel a paid session
Confirm the toast succeeded; the fan should get email with refund wording. Check Wallet if earnings look off.
Set expectations on your page
Add refund / reschedule notes near your Book a Session block so fans know your rules beyond Flo’s buttons.

Troubleshooting

Problem	What to check
Fan says link does not work	Session within 1 hour, already cancelled, or past — or wrong/old email
Fan cancelled but I was not emailed	Check spam; open Bookings for status
Refund not on fan’s card yet	Normal delay of a few business days after Flo sends refund
Cancel failed — payouts not connected	Complete Flo Payments onboarding
I cancelled but fan wants partial refund	Booking cancel only does full refund; agree offline or via support
Reschedule failed — slot taken	Fan picks another time or cancels
No new Zoom / Meet after reschedule	Integrations may still be syncing — Google Calendar, Zoom
Hold still affecting payout	Hold should clear on cancel — see Payout hold

Guide	Topic
Managing bookings	Appointments, calendar, cancel button
Bookings overview	Fan journey and plan limits
Booking reminders	Manage link on reminder emails
Booking payout hold	Money after cancel
Bookings setup	Offers and checkout
Wallet overview	Earnings, disputes, payouts
Flo Payments setup	Refund window setting (other products)

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