No-Show & Cancellation Fees

If a client doesn't show up or cancels late, you can charge a fee automatically. Stillpoint detects no-shows in the background, applies the fee per your policy, and sends the client a notification.

Cancellation and no-show fees are available on Solo and above.

How no-show detection works

A background process checks for appointments that have ended without being marked attended:

1. After the appointment's end time plus a 15-minute buffer, the system identifies it as a potential no-show.
2. The status updates to No-Show.
3. If fees are enabled, a charge or invoice is created.
4. The client gets a notification email about the missed appointment.

You don't need to mark no-shows by hand for typical cases.

Configure fees

Open Settings and find the Cancellation & No-Show Fees section:

1. Toggle Enable fee collection on.
2. Configure the cancellation fee:
   • Grace period: how many hours before the appointment cancellation is "late" (e.g., 24 hours).
   • Fee type: flat amount, percentage of session price, or full session.
   • Fee amount.
3. Configure the no-show fee:
   • Fee type and amount.
4. Set auto-charge options:
   • Auto-charge to bill the client's card on file automatically.
   • Require card on file to make clients save a card before booking.
5. Click Save.

Fee calculation examples

• Flat fee. A fixed amount (e.g., $50) regardless of service price.
• Percentage. A percent of the session price (50% of a $200 session = $100).
• Full session. The entire session price.

Payment processing

When a fee triggers:

1. If auto-charge is enabled and the client has a card on file, the fee charges via Stripe.
2. If the charge fails or there's no card, an invoice is created and emailed to the client.
3. The invoice shows up in your billing records with a "No-show fee" line item.

Follow-up emails

Configure follow-up behavior in the No-Show Follow-up section:

• Enable follow-up toggles automatic follow-up emails after a no-show.
• Delay controls how many hours after the no-show before the follow-up sends.
• Include rebooking link adds a direct booking link so the client can rebook easily.

The initial no-show notification always includes the missed appointment details and any fee information.

Tips

• Communicate the policy at intake. A surprise fee creates more friction than the fee itself.
• A 24-hour grace period is a common standard, but tune it to your practice.
• Pair full-session fees with mandatory card-on-file or you'll be chasing invoices.
• Review no-show patterns quarterly; chronic no-show clients usually need a different conversation than a fee.