# Your clients' booking link: confirm, change or cancel online > The private link in every confirmation and reminder, where clients confirm, add to their calendar, change the time, cancel, or ask you to. Source: https://docs.fullcolumn.com/online-booking/booking-link Every appointment has its own private booking link, in the confirmation and reminders your clients get. From it they can see their appointment, confirm they're coming, add it to their calendar, and change or cancel it themselves within your rules. It works for appointments your team books as well as online bookings, and clients don't need to sign in. ## What clients see on their booking link The booking link shows your logo and name, the appointment's status, the day and time, the services and who with, the total (with any promo code), and any deposit paid or card saved. | Status the client sees | Means | | --------------------------------- | --------------------------------------------------------------------------------------- | | Booked | Booked, not yet confirmed by the client | | Confirmed – see you then! | They've confirmed | | Not confirmed yet | Waiting for their deposit or card | | Waiting for your salon to confirm | A booking request ([approving online bookings first](https://docs.fullcolumn.com/online-booking/booking-requests)) | | Not able to fit you in | A request you declined, or that lapsed | | Request withdrawn | A request they withdrew | | Checked in, In progress | They're in the salon | | Completed – thanks for visiting | Done and checked out | | Missed | Marked as a no-show | | Cancelled | Cancelled, with **Book again** while online booking is on | ## Sending a client their booking link The booking link goes out with every confirmation and reminder. To send it again or share it another way, open the appointment in the calendar and choose: - **Send confirmation**, to send the confirmation (with the link) again, or - **Copy client's booking link**, to paste it into a message yourself. ## Confirming from the booking link and adding it to their calendar - **Confirm I'm coming** shows on a booked appointment until its time. Pressing it says "Thanks – you're confirmed!" and the appointment shows as confirmed in your calendar. Clients can also reply Y to their reminder text ([replies](https://docs.fullcolumn.com/messages/replies)). - **Add to my calendar** gives them a calendar file with the services, your salon's name and address, for their phone or computer's calendar. It's only offered for an appointment that's going ahead, not a request or a booking waiting for payment. ## Changing the time from the booking link Outside your [changes and cancellations cutoff](https://docs.fullcolumn.com/online-booking/booking-rules#setting-a-cutoff-for-changes-and-cancellations), clients can move their appointment themselves: 1. They press **Change time** and pick a new time from the same kind of picker as the booking page (or **Keep current time**). 2. They confirm: "Move your appointment? To" the new day and time. **Move it** moves it, and the page says "Done – your appointment has been moved". How a move from the booking link works: - If the client chose their stylist (or your team booked it, while clients can choose), the new times are with the same stylist, at the price they booked. - If they booked **Anyone**, or you don't let clients choose, the new time can be with someone else at that stylist's price, and the confirm box says so: "The price with them is $95 (it was $85)". It never drops below what they've already paid online. - A booking made with a promo code that's only for certain appointment dates can only move within those dates. - The moved appointment needs confirming again, they get a new confirmation, and reminders follow the new time. Your team gets an alert ([team alerts](https://docs.fullcolumn.com/messages/team-alerts)). - Online booking has to be on, and the new time has to fit your [online booking rules](https://docs.fullcolumn.com/online-booking/booking-rules), as for a new booking. - If someone takes the time first, the page says so and shows the times again. ## Cancelling from the booking link Outside your cutoff, clients can press **Cancel appointment**. The box asks "Cancel your appointment?", and if they've paid a deposit it says "Your $30 payment stays as credit with" your salon "for next time." **Yes, cancel it** cancels it. The time is freed, they get your cancellation message with a link to book again, any consultation forms still to fill in are withdrawn (one asked once or every few months moves to their next appointment instead, if they have one), and your team gets an alert. What they paid stays as [account credit](https://docs.fullcolumn.com/checkout/account-credit): you refund it if they ask. ## Asking to change or cancel inside the cutoff Inside your cutoff, the booking link says "Need to change or cancel? Changes within 24 hours need a call" (with your cutoff) and your phone number, or your email if you have no phone number in **Settings → Business**. Clients can also press **Ask to change or cancel**: 1. They choose **Change the time** or **Cancel**. 2. They can add a message (up to 500 characters), such as "Sorry, I'm not well". 3. They press **Send**. The page says "Sent – your salon will be in touch." The appointment stays exactly as it is, and the page tells them so. Their ask arrives in **Messages** with your clients' texts, for example "Asked to cancel their appointment on Sat 17 Oct at 9:00am: Sorry, I'm not well", and your team gets an alert. Nothing is cancelled and no fee is charged until you decide ([no-show and late cancellation fees](https://docs.fullcolumn.com/checkout/no-show-fees)). One ask can be sent every 10 minutes, and asking stops once the appointment's time arrives. ## Appointments clients can't move from their booking link Some appointments can only be moved by you. The booking link then says "This booking was set up specially for you, so to move it please call us", with your number. That's when: - your team changed a service's length or processing time from the menu's - the appointment has more than one stylist, or a gap between its services - one of its services isn't bookable online any more - its price was set by hand and the new time could be with someone else Clients can still cancel it themselves outside your cutoff. ## Booking links while online booking is paused or your plan has ended - **Online booking paused**: clients can still see their appointment, confirm it, add it to their calendar and cancel it outside your cutoff, but not move it: the link says "To move it, please call us", with your number. - **Your free trial or plan has ended**: clients can still see their appointment and add it to their calendar, but changes go through you, however far ahead it is: the link says "Need to change or cancel? Please call us", with your number ([your plan and billing](https://docs.fullcolumn.com/settings/plan-and-billing)). ## Common questions ### A client says the link tells them to call us to change. Why? It's inside your changes and cancellations cutoff (they can still press **Ask to change or cancel**), the appointment was set up specially and can only be moved by your team, online booking is paused, or your plan has ended. Whichever it is, you can move it in the calendar. ### A client's booking link says "We couldn't find that booking". Why? The link may be incomplete, or the appointment was deleted. Copy their link again from a current appointment with **Copy client's booking link**. ### Can a client change a booking request? No. While it's waiting, they can only withdraw it from their booking link and book again. Once you approve it, it's an ordinary booking they can change. ### Does cancelling online refund a deposit? No. It stays on their account as credit for next time, and the booking link tells them so. You can refund it if they ask ([account credit](https://docs.fullcolumn.com/checkout/account-credit)). ### How many times can a client change a booking online? Up to three moves and three cancellations a day on one booking. After that the link says "Too many changes to this booking today – please call us." ### Does a client cancelling online get charged a fee? No fee is charged automatically. Clients can only cancel online outside your cutoff; inside it they ask you, and any fee is your call.