If you have manual booking approval enabled in the Appointments section, new bookings are created with a pending status. This article explains how to handle them so clients aren't left waiting without a response.

The booking has been created but is waiting for approval from the studio or specialist. Until it's approved, the client doesn't have a confirmed appointment.

If you don't approve a pending booking before the appointment start time, the system will automatically cancel it.

We recommend checking the queue of pending bookings regularly throughout the day.

Approve the booking as soon as possible so the client has certainty and you can move on to follow-up communication.

Decline the booking and provide a clear reason. This reduces back-and-forth communication.

Decide immediately — otherwise it will be automatically cancelled, leading to a worse client experience.

Payment for all bookings is required upfront (unless it's a cash payment on site).

If a booking isn't approved before the appointment start time and the client has already paid, the amount needs to be refunded. All payment methods handle refunds automatically — except bank transfers, which require a manual refund through your online banking.

Yes, but we recommend providing a reason for clear communication with the client.

It depends on the role and permissions in the Appointments section — typically a manager or studio administrator, or the assigned specialist based on your studio's rules.