Appointments: Client FAQ
Ready-to-use answers for your own website — booking, deposits, cancelling, reminders, and what we remember about a client.
This page is for your clients, not for you — answers to what people ask before and after booking. Copy any of it onto your own site, into a confirmation email, or onto the page where your booking link lives, and change the wording to sound like you.
Everything here matches how the system actually behaves. If you edit an answer, keep the behaviour it describes accurate — the fastest way to generate support calls is a policy page that disagrees with the software.
Placeholders to replace: [Practice], [phone], [email], [X hours].
Booking
How do I book?
Choose the service you want, pick a time that suits you, fill in your details, and pay. You’ll get a confirmation email straight away with everything you need — including a link to change or cancel it later.
Do I need an account?
No. There’s nothing to sign up for and no password to remember. Your confirmation email is your booking — please keep it, because the link inside it is how you manage the appointment. If you can’t find it, check your spam folder, then get in touch with us at [phone] or [email].
What time zone are the times in?
All times shown are [Practice]‘s local time, with the time zone marked next to them. If you’re booking from elsewhere, the time you see is the time we’ll see.
Why is the slot I wanted gone?
Someone else was booking it at the same moment, or it was reserved while you were filling in your details. Slots are held for ten minutes once you start paying and released again if payment isn’t finished. Go back a step and you’ll see a freshly updated list.
Can I choose who I see?
For some services, yes — you’ll see the option if it’s available. Otherwise we’ll assign whoever is free and qualified for the work.
Paying
Why am I only being charged part of the price?
Some services take a deposit to hold the appointment, with the balance due when you come in. The booking page tells you both figures before you pay, and your confirmation email repeats them.
How do I pay the rest?
In person at your appointment. We’ll have the balance on the day’s schedule.
Is my card stored?
Payment is handled by Stripe. We never see or hold your card details.
I paid but haven’t had a confirmation.
Give it a minute — confirmations are sent once the payment is fully settled, which is usually seconds but occasionally longer. The page you land on after paying updates itself while it waits. If nothing has arrived after a few minutes, check your spam folder and then contact us at [phone]; the payment will have gone through and we can confirm it manually.
Changing or cancelling
How do I cancel?
Open the link in your confirmation email and choose to cancel. Before you confirm, you’ll be shown exactly what — if anything — will be refunded.
What’s your cancellation policy?
Cancel more than [X hours] before your appointment and you’re refunded in full. Inside that window, [describe your fee here — e.g. “we keep the deposit” or “a 50% fee applies”], because the time is usually too short notice to offer to someone else.
How long does a refund take?
It’s sent back to the card you paid with as soon as you cancel. Card providers usually take a few working days to show it.
Can I move my appointment instead?
Yes — use the same link and choose to reschedule. You’ll see what’s available and can pick a new time. Moving an appointment is free.
If I move it, do I still get a reminder?
Yes. Your reminder follows the new time.
Reminders
Will you remind me?
Yes. You’ll always get an email confirmation, and we send a reminder before your appointment.
How do I get text reminders?
Tick the box and give us a mobile number when you book. We won’t text you unless you’ve asked us to.
How do I stop text messages?
Reply STOP to any message. Standard message and data rates apply.
Home and mobile visits
Why do you need my address?
So we know where the appointment is. It’s the address we’ll travel to and the one on the practitioner’s schedule for the day.
Do I have to type it in every time?
No — use the book again link in your confirmation email and we’ll fill in what we already have. That link is specific to you, which is how we know it’s safe to show your details.
Can I be seen somewhere else this once?
Yes. Change the address when you book and it applies to that visit only — your usual address stays as it is. If you’ve actually moved, there’s a box to tick to update it for good.
Who can see my address?
Only [Practice]. Someone typing your email address into our booking form cannot see it, and cannot change it.