Cancellation Policy

Cancelling a booking

Customers can cancel via the secure link in their confirmation/reminder (WhatsApp button or the /cancel/:token confirmation page) or by contacting the Business.
Cancellation stops pending reminders and frees the slot.

Each Business sets its own notice window and any cancellation charge for its services. Brakett surfaces and enforces what the Business configures.
Change deadlines. A Business can set, in Settings → Availability → Reschedule & cancel policy, how close to the appointment a customer may still reschedule or cancel themselves (separate cutoffs, in hours; 0 = no limit). These are stored as businesses.reschedule_deadline_hours / cancel_deadline_hours and enforced server-side (customer_change_allowed) on every self-service path — the WhatsApp action buttons and the hosted /reschedule/:token page. Past the cutoff the customer is shown a “please contact the business” message; the Business can still change the booking itself from the dashboard at any time (the deadline only constrains p_by = 'customer').
Whether a deposit is forfeited on cancellation is governed by the Business’s deposit + refund policies.

A missed appointment may be marked as a no-show; any associated charge is per the Business’s policy.

Rescheduling (via the secure /reschedule/:token flow) is offered as an alternative to cancelling, subject to availability.

Cancellations, no-shows and reschedules are recorded on the booking and customer timeline.

Versioned; the applicable version is the one in effect at booking time.