Starting April 1, 2025, there will be a change in the General Terms and Conditions within the Treatwell Group. If you or someone from your team cancels an appointment of a new client made through the Treatwell Marketplace or Reserve with Google, the commission for new clients will still apply. View all changes in the new General Terms and Conditions here.

To help you with this change, we have answered the most frequently asked questions below.

1. Why is Treatwell adjusting the cancellation policy?

If a new client makes an appointment through the Treatwell Marketplace or Reserve with Google and you (or someone from your team) cancels it, the commission for new clients will still be charged. However, you will, as always, receive the client’s contact details, and they will be automatically added to your client list – think of it as a kind of mediation fee.

This change ensures that it remains fair for all partners and prevents abuse of the system. Additionally, it emphasizes the importance of managing appointments reliably, for both partners and clients.

2. Does this change also apply if the client cancels themselves?

No, for now, if a client cancels themselves, your cancellation policy applies. Make sure you have this set up correctly so that it suits your salon.

📍 How to adjust your cancellation policy:

Go to Settings > Calendar: Calendar settings > Wijzigingen door klanten

Here you can choose from the options below:

Allow clients to cancel appointments online themselves

If this option is enabled, we will include a link in the appointment confirmation that allows clients to cancel their appointment.

Allow clients to reschedule appointments online

If this option is enabled, we will include a link in the appointment confirmation that allows clients to reschedule their appointment online.

3. What happens if I cancel an appointment?

New client (first booking via Marketplace or Reserve with Google) → commission is charged for the client contact details.

Returning client (who has booked via Marketplace in the past 365 days) → no commission.

Prepaid bookings → 2% transaction fee.

Many cancellations → can affect your visibility and ranking in the Marketplace.

⚠️ Examples:

A new client books an appointment of €100 (35% commission). You cancel → Treatwell charges €35.

A returning client books an appointment of €100 and pays in the salon. You cancel → no costs.

A returning client books a prepaid appointment of €100. You cancel → Treatwell charges €2 (2% transaction fee).

4. Can I reschedule an appointment instead of canceling?

Yes! If you reschedule the appointment, the commission will not be charged.

In this case, for a new client, the commission will only be calculated once the appointment has actually taken place or is canceled in the future.

5. What if a client has already paid in advance and I have to cancel?

If you cancel a prepaid booking, the 2% transaction fee applies (and the commission for new clients). You can reschedule the appointment to avoid extra costs. In this case, for a new client, the commission will only be calculated once the appointment has actually taken place or is canceled in the future.

6. I am sick or have an emergency. What should I do?

We understand that this can happen. The best option is to reschedule the appointment instead of canceling. Clients are really looking forward to their treatment and a positive experience with your salon, even if you have to reschedule.

If you cannot reschedule the appointment, the commission for new clients will be charged (only for new clients). That client is then officially yours, and if they book again within 365 days, you do not pay commission.

7. A new client asks me to cancel their appointment. What can I do?

In this scenario, we recommend the following:

Offer to reschedule the appointment to a time that works for both of you.

If they do not want to reschedule, ask the client to cancel their appointment themselves. Here you can find how they can do that.

Make sure your cancellation policy is clearly set to manage late cancellations well. Read more about it here.

8. If I cancel a new client and pay the commission, do I have to pay again if they book later?

No. Once you have paid the commission, the client details are automatically added to your client list. If they book again—even if they have not yet visited—no commission is charged.

💡 Example:

Sarah books an appointment of €100 as a new client (35% commission).

You cancel the booking → Treatwell charges €35.

Three days later, Sarah books again via Treatwell.

Because Sarah is now seen as an existing client, you no longer pay commission.

If the above help article has not answered your questions, we are happy to assist you. Contact us via the chat in the bottom right of the screen.