Reschedule and cancel

A booking can be moved by either side: the guest - using the link in the confirmation email - or the staff - from the booking detail page in the panel. The rules are shared but have different nuances. Cancellation is always done in the panel and follows the usual permissions.

Guest reschedule

Where the link lives

The guest receives a confirmation email after booking. In the footer of that email there is a dedicated “Reschedule” link that opens:

https://app.bukmi.pl/b/{business-slug}/reschedule/{token}

The link is signed - it does not require a login but only works for that specific booking.

When it works and when it does not

A guest can reschedule only if all of the following are true:

the booking status is pending or confirmed (cancelled, completed and no-show cannot be rescheduled);
online payment is completed - if it is still pending, it must be finished first;
the booking starts more hours from now than the reschedule window configured on the business;
the business subscription is not blocked for non-payment (see Billing and subscriptions);
the booking is not tied to a group session / class - those visits use a fixed event time; guests should contact the business or use any instructions you provide.

If any condition is not met, the page shows a clear message with the reason instead of slot pickers.

What the guest sees

The guest sees the same slot picker as on the booking wizard:

Soonest or Calendar,
optional performer (if the service has several and they did not pick one originally),
short summary and confirmation.

After saving, they receive a confirmation email with the new time.

Staff reschedule

In the panel:

Open Bookings and click the booking.
On the detail card pick Reschedule (or use the Actions menu).
Pick a new time - the slot picker is the same as in Create booking.
Save.

Staff are not limited by the “guest reschedule window” - that rule only applies to guest self-service. The usual constraints still apply:

the performer’s availability and service buffers,
conflicts with other bookings and connected calendars,
online payment, if the booking is not paid yet (in that case close the payment first, then move the time).

Permissions: owners and managers reschedule any booking in the team; members reschedule their own.

Guest reschedule window

Under Business → Settings you have a field like “Guest reschedule window (hours)”. You enter how many hours before the start the guest can still reschedule themselves. Examples:

Value	Effect
24	Guest can reschedule up to 24 h before the booking, then it locks.
2	Guest can reschedule almost up to the last moment.
0 or empty	Guest self-service disabled - they have to call or message you.

Changes apply to new and existing bookings, because the check is evaluated live against the current business setting.

Cancelling a booking

Cancelling sets the booking status to cancelled - the visit will not happen and the slot is released.

Guest: in the current version the guest cannot cancel through the link - they can ask the business or reschedule.
Staff: on the booking detail pick the Cancel action. The status changes immediately; the guest receives a status update email (if transactional emails are on).

Cancelling does not automatically refund an online payment - refunds are issued in the Stripe dashboard according to your policy.

Online payment when rescheduling

A reschedule does not create a new payment. The existing payment stays tied to the same booking with the new time. If the checkout session expired or was never completed, the app asks the guest to finish payment before moving the booking (mostly in the guest flow).