Cancellation reasons record why an appointment was cancelled, whether by the client or the practice, so you can report accurately and keep the context you need for compliance (for example, NDIS cancellation codes). Cancellation rules go a step further: they automatically decide whether to apply a cancellation fee or mark an appointment as "Do not invoice," based on how much notice was given.
This guide covers how to create, edit, and delete cancellation reasons, how to set up rules that apply fees automatically, and how to display cancellation details on your invoices.
How-to
Set up cancellation reasons
The steps below outline how to add a new cancellation reason.
Navigate to your Workspace Settings.
Under Business, select Cancellation Reasons.
You will see an existing list of cancellation reasons. To create a new one, scroll to the bottom and click + Add Cancellation Reason.
Enter a Reason Name.
Enter a Cancellation Code (if required for compliance, such as NDIS)
In Option, choose how the cancellation is handled:
Mark the cancellation as billable
Mark the cancellation as not billable
Use cancellation rules (click here for more info)
Click Create to create the cancellation reason.
Edit a cancellation reason
The steps below outline how to change an existing cancellation reason.
Navigate to your Workspace Settings.
Under Business, select Cancellation Reasons.
Next to the reason you want to change, select the Edit (pencil) icon.
Make your changes, then select Save.
Delete a cancellation reason
The steps below outline how to remove a cancellation reason.
Navigate to your Workspace Settings.
Under Business, select Cancellation Reasons.
Next to the reason you would like to remove, select the Delete (trash) icon.
Create cancellation rules
You can set up cancellation reasons with rules that automatically decide whether to apply a cancellation fee for a cancelled appointment or mark it as "Do not invoice".
Navigate to your Workspace Settings.
Under Business, select Cancellation Reasons.
Edit an existing cancellation reason, or create a new one.
Under Option, select Use Cancellation Rules.
Enter the parameters of the cancellation rule. For example, you could set up a rule such as:
If:
Cancellation notice period is less than 2 days
Then:
Apply cancellation fee (percentage of the total appointment) i.e. 100% of the total appointment fee
Else if:
Cancelled outside of the notice period (More than 2 days notice is provided) then mark the appointment as "Do not invoice" so that it does not count as an uninvoiced billable activity.
In this case, if the appointment is at 10 AM, Wed 25 Jan 2023, and cancelled at 9 AM, then the cancellation rules would apply, and when invoiced, the appointment total fee would apply.
If a cancellation fee of less than 100% is used for a cancellation reason, such as 50%, then when invoicing, the cancellation rate will be displayed on the invoice creation page for reference.
Show cancellation details on invoices
Follow these steps to display cancellation information on your invoices.
Go to Settings → Invoices
Scroll to the Invoice templates section
Toggle on the option to include cancellation details
Choose which details to show:
Cancellation code
Cancellation reason
Notice period
Notes
Make sure you're using a template that supports cancellation info when creating your invoices.
Troubleshooting uninvoiced report discrepancies
If invoiced entries still appear in the Uninvoiced Report:
Check the specific entries listed
Look for duplicate or archived appointments- these often cause inconsistencies
Only active and relevant appointments should be invoiced to keep your reports accurate
Keeping appointment data clean helps avoid errors and keeps your invoicing workflow running smoothly.