vrtual.ly provides a flexible Cancellation Policy feature that allows providers to clearly define how cancellations are handled for their booking pages.

Where cancellation policies are configured

Cancellation policies are managed from the Page Settings section of each booking page (both appointments and events).

This allows providers to define rules on a per-page basis, ensuring policies align with the type of service being offered.

Default cancellation policy

By default, vrtual.ly applies a 48-hour cancellation window.

The default policy communicates that:

• Clients may cancel their booking at any time.
• Cancellations within the defined window are considered late cancellations.
• No-shows or late cancellations may not be eligible for refunds.

Providers can fully customize this policy, including the cancellation window and the explanatory text shown to clients.

Cancellations vs refunds (important distinction)

vrtual.ly always allows clients to cancel their booking, regardless of timing.

However, refund decisions are entirely controlled by the provider.

• vrtual.ly does not automatically issue refunds.
• Providers may choose how and when refunds are handled.
• If payment was collected, refunds are processed directly by the provider (for example, through Stripe).

Provider notifications and payment context

When a cancellation occurs, vrtual.ly sends an email notification to the provider that includes:

• Confirmation that a cancellation occurred
• Whether the cancellation was within or outside the policy window
• Booking details to help identify the transaction
• Payment context (when applicable) to assist with locating the charge in Stripe

This ensures providers have the information they need to take appropriate follow-up action.

What clients see before booking

The cancellation policy is displayed to clients before booking confirmation, directly in the confirmation window.

Clients can view the full policy before completing payment, helping set clear expectations and reduce disputes.

What happens after a booking is cancelled

• The cancelled booking is removed from Upcoming Schedules in the Workspace.
• It no longer appears on connected calendars.
• The booking remains visible in the Booking History report for record-keeping and reporting.

This approach keeps schedules clean while preserving accurate historical data.

Why this matters

Clear cancellation policies protect both providers and clients by:

• Setting expectations upfront
• Reducing last-minute cancellations and no-shows
• Providing transparency around refunds
• Giving providers full control over enforcement

vrtual.ly’s cancellation policy feature is designed to balance flexibility, professionalism, and clarity—without taking control away from providers.