Cancel a booking from your bookings overview. The amount refunded depends on the cancellation window shown for your booking. The refund may be processed automatically, remain pending, be reviewed manually, be unavailable or fail at the payment provider. The booking and refund statuses on your booking are the source of truth.
This applies when
- Your booking has the confirmed status.
- You can no longer or do not want to attend the appointment.
- You want to know the refund amount before confirming.
How to cancel a booking¶
Open your bookings overview and select the booking you want to cancel.
On the booking page, choose Cancel.
Read the displayed rules. They show which amount qualifies for a refund under the current cancellation window and whether further review may be needed.
Confirm your choice. The cancellation is processed, and the current booking and refund statuses appear in your overview.
Result
Your booking receives the cancelled status. The refund status shows whether the amount was refunded automatically, remains pending, is being reviewed manually, is unavailable or failed at the payment provider. Only the current booking and refund statuses determine what happens to your booking.
What can happen after cancellation?¶
The refund may be processed automatically, remain pending or be reviewed manually when automatic processing is not possible. Depending on the applicable window or terms, an automatic refund may also be unavailable. If the payment provider cannot complete the refund, use the support route from the booking.
Having trouble?¶
Can you not see a cancel option, is the displayed refund amount incorrect, or has the refund status not been updated? Contact support from the booking itself and include the date and time of your session. Do not submit a second request while the current status is not yet final.
Policy
Standard rules from the General Terms and Conditions: cancel at least 24 hours in advance to receive the full amount. Between 24 and 6 hours in advance, the refund is 50 percent. Within 6 hours, there is no automatic refund. The rules recorded for your booking when you booked are the source of truth; the current booking and refund statuses show the actual handling.
Read the full terms in the General Terms and Conditions.
Still unsure before cancelling? First check how much time remains before your session. If it is well over 24 hours, your booking falls within the full-refund window under the standard rule. If it is less, consider whether rescheduling is an alternative.