Zenamu supports various payment methods for appointments and allows you to set cancellation policies that protect your business from late cancellations.
Payment methods
When booking an appointment, clients can pay using the following methods:
Online card payment
The client pays immediately by card when completing the booking. Payment is processed automatically. See "Setting Up Card Payments with Stripe".
PayPal
The client is redirected to PayPal to complete the payment. See "Setting Up Payments with PayPal".
Bank transfer
The client receives bank transfer details (account number, reference number). Payment is processed manually after it arrives in your account. See "Setting Up Bank Transfer Payments" and "Automatic Bank Transfer Payment Matching".
On-site payment
The client pays upon arrival — by cash, card, or another method directly at your location.
Credit / Pass / Membership
If a client has credit, a pass, or an active membership, they can use it to pay for the appointment. More about credit packs and passes and memberships.
Cancellation policies
Cancellation policies define the rules for cancelling bookings and any applicable cancellation fees. They protect your time and motivate clients to cancel with sufficient notice. Learn more in "Cancellation Fees for Bookings".
How cancellation policies work
Cancellation policies work with time tiers — the closer to the appointment the client cancels, the higher the cancellation fee can be.
Example
Cancellation more than 24 hours before the appointment → no fee (full refund).
Cancellation 12–24 hours before the appointment → 50% cancellation fee.
Cancellation less than 12 hours before the appointment → 100% cancellation fee (no refund).
Setting up cancellation policies
The cancellation policy is set at the studio level, in Settings > Bookings and rules > Booking cancellation. One policy covers all individual sessions, which means your appointment services and your single classes follow the same rules — you can't give each service a policy of its own.
For each rule, you define:
Time limit — How many hours before the appointment the rule applies. Hours are the only unit here, so convert longer periods first (1 day = 24 hours).
Cancellation fee percentage — What percentage of the price is charged as a fee (0–100%).
Blocking cancellation entirely
You can also set that after a certain time before the appointment, cancellation is no longer possible — for example, if less than 2 hours remain until the appointment start, the cancellation button will not appear for the client.
Note: Courses and events follow their own rules and have no percentage-based fees at all. See Setting Up Cancellation Policies and Make-Up Sessions.
Automatic refunds
When a booking is cancelled, the system automatically determines whether and how much should be refunded:
Free cancellation — The client receives a full refund. The email confirms cancellation without a fee.
Cancellation with fee — The client receives an email with the cancellation fee amount and any refunded amount.
The refund method depends on the original payment method:
Card/PayPal — Automatic refund to the original payment method.
Bank transfer / on-site — Refund is handled individually.
Credit / pass / membership — Automatic refund back to credit, pass, or membership.