How to Set a Cancellation & Reschedule Policy in GoHighLevel

When you manage bookings in tools like ClickUp and calendars, having clear rules for last‑minute changes is essential. In GoHighLevel, you can configure a cancellation and reschedule policy directly in the booking widget so you maintain control over your availability while still offering flexibility to your clients.

This step‑by‑step guide explains how to set up, edit, and understand the appointment policy options available in your GoHighLevel calendar settings.

What the GoHighLevel Cancellation Policy Controls

The cancellation and reschedule policy in GoHighLevel lets you define how close to the appointment time a client is allowed to change or cancel their booking. This is configured in hours and applied per calendar.

Once enabled, the policy is enforced automatically in the booking widget. When clients try to modify a booking inside the restricted time window, they will see a clear message that changes are not allowed.

• Policy is set in hours before the appointment.
• Applies to both cancellation and rescheduling actions.
• Works on a per‑calendar basis in your GoHighLevel account.

Step 1: Open the Calendar Settings in GoHighLevel

To begin, you need to access the calendar configuration where the booking widget is managed.

1. Log in to your GoHighLevel account.
2. Navigate to the Calendars section in the left‑hand menu.
3. Locate the calendar that uses the booking widget you want to update.
4. Click to edit that specific calendar.

You must configure the policy separately for each calendar that requires its own cancellation rules.

Step 2: Find the Appointment Policy Area in GoHighLevel

Within the calendar editor, GoHighLevel provides a dedicated section for appointment policies. This is where you enable and define your cancellation and reschedule rules.

1. Inside the calendar editor, scroll until you see the Appointment Policy area.
2. Look for the setting labeled for cancellation and reschedule control.
3. Confirm that you are editing the correct calendar before applying changes.

The policy you define here will be reflected in the booking widget tied to this calendar only.

Step 3: Configure the GoHighLevel Cancellation & Reschedule Policy

Now you can specify exactly how many hours before the appointment time clients are allowed to cancel or reschedule in GoHighLevel.

1. In the Appointment Policy section, locate the Allow cancellation & reschedule option.
2. Click the field and enter the number of hours before the appointment when changes are allowed. For example:
   • 24 hours for one‑day notice
   • 48 hours for two‑day notice
   • 1 hour for last‑minute flexibility
3. Ensure the value you enter reflects your real business policy and client expectations.

This value is interpreted as “X hours before the scheduled start time” in the booking widget.

How the Policy Works in the GoHighLevel Booking Widget

Once your policy is set, GoHighLevel automatically enforces it in the booking experience.

Client Attempts to Cancel Late in GoHighLevel

If a client tries to cancel an appointment inside the restricted time window (for example, 23 hours before an appointment when you have a 24‑hour rule), the booking widget will prevent the action.

The client will see a notice similar to:

• “You cannot cancel within X hours of the appointment.”

This ensures you avoid unexpected last‑minute cancellations that can leave gaps in your schedule.

Client Attempts to Reschedule Late in GoHighLevel

The same policy applies to rescheduling. When a client tries to move their appointment time in GoHighLevel but is already inside the blocked window, the widget will show a message that rescheduling is not permitted.

This consistent behavior encourages clients to commit to their chosen time or make changes earlier, in line with the policy you configured.

Best Practices for Setting GoHighLevel Policies

When you choose the number of hours allowed for cancellation or rescheduling, balance client convenience with your operational needs.

• Use 24–48 hours if your service requires significant preparation.
• Use 2–12 hours if you want more flexibility but still avoid last‑minute gaps.
• Align with your public terms so clients see the same policy on your website and in the GoHighLevel widget.
• Test the workflow by booking a test appointment and trying to cancel or reschedule within and outside the allowed window.

Troubleshooting GoHighLevel Cancellation Settings

If your policy does not seem to apply correctly, review these checks:

• Confirm you edited the correct calendar in GoHighLevel.
• Verify that the booking link you are testing belongs to that exact calendar.
• Recheck the number of hours entered in the allowance field.
• Ensure time zones on your calendar and bookings are configured properly.

If issues persist, you can reference the official GoHighLevel help article at this support page, which outlines the same steps from the platform documentation.

Where to Learn More About GoHighLevel Setup

Beyond cancellation and reschedule policies, you may want to optimize pipelines, automations, and CRM settings in GoHighLevel to streamline your operations.

• Explore additional GoHighLevel configuration guides and strategies through expert resources at Consultevo.
• Document your internal rules so your team understands how appointment policies are enforced in the booking widget.

By correctly configuring the cancellation and reschedule policy in your GoHighLevel calendars, you protect your time, reduce no‑shows, and deliver a clearer booking experience for every client.

Need Help With ClickUp?

If you want expert help building, automating, or scaling your GHL , work with ConsultEvo — trusted GoHighLevel Partners.

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