Appointments: Client FAQ

This page is for your clients, not for you — answers to what people ask before and after booking. Copy any of it onto your own site, into a confirmation email, or onto the page where your booking link lives, and change the wording to sound like you.

Everything here matches how the system actually behaves. If you edit an answer, keep the behaviour it describes accurate — the fastest way to generate support calls is a policy page that disagrees with the software.

Placeholders to replace: [Practice], [phone], [email], [X hours].

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Booking

How do I book?

Choose the service you want, pick a time that suits you, fill in your details, and pay. You’ll get a confirmation email straight away with everything you need — including a link to view, reschedule or cancel it later.

Do I need an account?

No. There’s nothing to sign up for and no password to remember. Your confirmation email is your booking — please keep it, because the link inside it is how you manage the appointment. If you can’t find it, check your spam folder, then get in touch with us at [phone] or [email].

What time zone are the times in?

All times shown are [Practice]‘s local time, with the time zone marked next to them. If you’re booking from elsewhere, the time you see is the time we’ll see.

Why is the slot I wanted gone?

Someone else was booking it at the same moment, or it was reserved while you were filling in your details. When you submit your details the slot is held for you for ten minutes, and for thirty once you reach the payment page. If payment isn’t finished in that time, it’s released again. Go back a step and you’ll see a freshly updated list.

Who will I see, and where?

Your confirmation email names the practitioner you’re booked with and where the appointment is — our address, the address you gave us for a home visit, or “Online” for a video appointment. The page you reach from the link in that email shows the same.

Can I choose who I see?

Not when you book online — we assign whoever is free and qualified for the work at the time you pick. If you’d like to see someone in particular, call us on [phone] or email [email] and we’ll book you in with them.

The page says online booking isn’t available. Is the link wrong?

No — the link is fine and you’ve reached the right place. Online booking is switched off for the moment for reasons on our end, not yours. Please call or email us and we’ll book you in directly. If you already have an appointment with us, it’s unaffected: the link in your confirmation email still works for viewing, rescheduling or cancelling it.

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Paying

Why am I only being charged part of the price?

Some services take a deposit to hold the appointment, with the balance due when you come in. The booking page tells you both figures before you pay, and your confirmation email and appointment page repeat them: the price, what you paid online, and what’s left to pay on the day.

Will I get a receipt?

Yes. When you pay online, Stripe — the payment processor we use — emails you a receipt for the charge, separately from your confirmation. Your confirmation email and appointment page show the price and anything left to pay on the day.

How do I pay the rest?

In person at your appointment. We’ll have the balance on the day’s schedule.

The three questions below only apply if your practice is on the booker-paid plan — the one where your client pays a small booking fee on top of your price. If you’re not, delete them; they’ll only confuse people. If you are, replace [£/$X.XX] with your actual fee.

What’s the booking fee?

Booking online adds a [$X.XX] booking fee to your total. It’s shown separately from the price of your appointment — before you choose a time, again on the summary before you pay, and in your confirmation email — so the figure on your card statement is never a surprise.

Who gets the booking fee?

It goes to VendorStreet, who run the booking system, not to us. It covers taking the booking online, holding your slot while you pay, your confirmation and calendar invitation, any reminders, and the link that lets you view, reschedule or cancel your booking without having to ring us.

Do I get the booking fee back if I cancel?

Yes — in full — as long as your cancellation doesn’t incur a cancellation charge. Cancel in good time and you get everything back, including the booking fee. If you cancel late enough that our cancellation fee applies, the booking fee isn’t refunded either. Before you confirm a cancellation you’ll be shown the exact amount coming back to you, and that figure already includes the booking fee if you’re getting it back.

Can I book without paying the fee?

Call us on [phone] and we’ll book it for you. There’s no booking fee on an appointment we take over the phone.

I closed the payment page by mistake. Do I have to start again?

No. You’ll land back on your appointment page, and while your time is still held it offers Continue to payment, which takes you back to the same payment page. If you’ve changed your mind, Release this time gives the slot back straight away. Nothing is charged either way until you finish paying. If the hold has already run out, the page tells you so and offers to book again.

Is my card stored?

Payment is handled by Stripe. We never see or hold your card details.

I paid but haven’t had a confirmation.

Give it a minute — confirmations are sent once the payment is fully settled, which is usually seconds but occasionally longer. The page you land on after paying updates itself while it waits. If nothing has arrived after a few minutes, check your spam folder and then contact us at [phone]; the payment will have gone through and we can confirm it manually.

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Changing or cancelling

How do I cancel?

Open the link in your confirmation email and choose to cancel. Before you confirm, you’ll be shown exactly what — if anything — will be refunded, and you’ll get an email straight away saying the same. The same link keeps showing what happened to your money afterwards — the amount refunded, a refund still on its way, any cancellation fee, or a package session returned — so you can check back any time.

What’s your cancellation policy?

Cancel more than [X hours] before your appointment and you’re refunded in full. Inside that window, [describe your fee here — e.g. “we keep the deposit” or “a 50% fee applies”], because the time is usually too short notice to offer to someone else.

How long does a refund take?

It’s sent back to the card you paid with as soon as you cancel, and your cancellation email says so. Card providers usually take a few working days to show it. Very occasionally the card provider refuses the refund on the day; if that happens your email says the refund is owed, and we email you again the moment it goes through.

Does the refund include the booking fee?

[Only if you’re on the booker-paid plan — otherwise delete this.] Yes, whenever your cancellation doesn’t incur a cancellation charge. The amount you’re shown before you confirm is the whole amount coming back, booking fee and all.

Can I move my appointment instead?

Yes. Open the link in your confirmation email and choose Choose a new time. [Describe your rule here — e.g. “You can move it once, up to [X hours] before your appointment, to a time within 30 days of the original date.”] The page tells you the same rule, how many moves you have left and the latest date you can pick, and it only shows times that work — with the same practitioner you booked. Before anything changes you’re asked to confirm, and told if it’s your last move. Moving is free. You’ll get an email with the new time, the entry in your calendar moves with it, and we get a note of the change. If the new time is less than [X hours] away, it can’t be changed again and cancelling it counts as a late cancellation — the page warns you before you confirm.

Inside [X hours] of your appointment, or once you’ve used your moves, the page can’t move it — it says why and how to reach us instead. Call us on [phone] or email [email] and we’ll see what we can do.

Can I add my appointment to my calendar?

Yes. Your confirmation email has a calendar invitation attached, and the page you reach from its link has an Add to calendar button that downloads the same invitation. If we move your appointment, the entry in your calendar moves with it.

If I move it, do I still get a reminder?

Yes — any reminder we send follows the new time.

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Reminders

Will you remind me?

You’ll always get an email confirmation. [Only if you’ve set up a reminder template — otherwise delete the next sentence.] We also send you a reminder before your appointment.

How do I get text reminders?

Tick the box and give us a mobile number when you book. We won’t text you unless you’ve asked us to.

How do I stop text messages?

Reply STOP to any message. Standard message and data rates apply.

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Video appointments

(Skip this section if you don’t offer video appointments.)

Where do I join?

Your confirmation email has a join link — that’s the whole thing. Click it at your appointment time. The link is also in the calendar invitation attached to that email, so if you added the appointment to your calendar, it’s already there, and on the page you reach from the manage link in your email.

Please don’t share the link. Anyone who has it can join the meeting.

Do I need to install anything?

No. The link opens in your browser, and you’ll be asked for permission to use your camera and microphone — say yes, or the call will be silent.

If we use Zoom, the page may offer to open or download the Zoom app. You don’t have to: look for the “join from your browser” link on that page. The app is smoother if you already have it.

Why am I in a waiting room?

Because we put you there on purpose. It means your practitioner admits you when they’re ready, so nobody who happened to get hold of the link can wander into somebody else’s appointment. Wait a moment and you’ll be let in.

I can’t find my link.

Open the manage link from your confirmation email; the join link is on that page. If you can’t find the email either, check your spam folder and then get in touch at [phone] or [email] and we’ll resend it.

My appointment is confirmed but there’s no link yet.

That happens occasionally, and it’s on our end rather than yours. Your appointment is booked and paid for and the time is yours — only the link is outstanding. We’ll email it to you as soon as it’s ready, and it also appears on the page you reach from the manage link in your confirmation email. If it hasn’t arrived on the day, call us at [phone] and we’ll sort it out on the spot.

My appointment was moved. Is the link still the same?

Usually yes — the link belongs to your appointment, not to the time, so the one you already have still works. The exception is a move to a different practitioner: then you get a fresh link in the email telling you about the move, and the old one stops working. The link in your most recent confirmation is always the right one.

I cancelled. Why doesn’t the link work?

Cancelling deletes the meeting, so the link stops working straight away. If you rebook you’ll get a new one.

Can I join from my phone?

Yes. Tap the link on your phone the same way.

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Home and mobile visits

Why do you need my address?

So we know where the appointment is. It’s the address we’ll travel to and the one on the practitioner’s schedule for the day.

Do I have to type it in every time?

No — use the book again link in your confirmation email and we’ll fill in what we already have. That link is specific to you, which is how we know it’s safe to show your details.

Can I be seen somewhere else this once?

Yes. Change the address when you book and it applies to that visit only — your usual address stays as it is. If you’ve actually moved, there’s a box to tick to update it for good.

Who can see my address?

Only [Practice]. Someone typing your email address into our booking form cannot see it, and cannot change it.