Appointment services

A service is a bookable thing you do — an appointment, a procedure, a session — with a price and a duration. This tab is the catalogue: everything you can book, bill and publish comes from here.

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What this tab controls

The card is headed Appointment Services — “Manage services available for appointment booking.” The form itself is grouped into cards. Basic Information holds Service Name and Category (both required), plus Sub-category (Optional), Procedure Code (Optional) — “Tag this service with a CPT or HCPCS code for billing & reporting” — and Description (Optional). Pricing & Duration holds Price, labelled with your own currency, and Duration (minutes). Venue & Settings holds Available Venues, the Active Service switch (“Enable/disable this service for booking”) and Requires Preparation, which reveals a Preparation Instructions box. Providers, Required Resources and Product Used decide who can deliver it, which room or equipment it occupies, and what stock it consumes. Usual time until the next visit — a number of days or weeks — is how long clients usually wait before booking this service again; leave it empty for none. Repeat bookings lets clients book the service as a repeating series from your booking page — see Repeat bookings below. Four more cards shape how the service is booked: Options & Add-ons, Timing, Online Booking and Provider Pricing — see Options, add-ons and timing below. Only the clinic owner or a manager can save them. There is still no colour field on this form. Deposits, paying in full when booking, and cancellation and missed appointment fees are set per service in Deposits & cancellation fees — see Deposits and cancellation fees below. For a field-by-field walkthrough of the form, including the specialty starter sets, see Add the services you offer.

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Set it up

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What changes once you save

An active service becomes available in three places at once:

• The appointment booking sheet. Staff can select it when booking, and it brings its duration and price with it.
• The invoice service picker. Billing a visit pulls the price from here, so a price change applies to invoices raised afterwards — not to invoices already issued.
• The public booking page — but only if you also publish it there. Being active makes a service eligible for your public page; it still has to be marked visible in the booking page designer. Two things must both be true for online booking to work at all: Allow Online Booking must be on, and at least one service must be visible.

Deactivating a service removes it from new bookings and leaves existing ones alone. Appointments already in the diary keep the service, its price and its duration; invoices already raised are untouched. This is why retiring is the right move and deleting rarely is. Changing a service’s price, duration or venues affects future bookings only. An appointment already booked keeps what it was booked with. Usual time until the next visit does nothing on its own. With Rebooking reminders on in Notifications, a client whose last completed visit for this service was that long ago — and who has nothing booked since — is emailed once with a link to book it again, and sees a Book your next visit card in their client portal. Visits whose gap passed more than a week before you set it are not reminded.

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Repeat bookings

Turn on Repeat bookings to let clients book this service as a repeating series from your booking page. Then tick the gaps they may choose under Clients can repeat — from Every week to Every 12 weeks — and pick Most visits in one series (between 2 and 26; the first visit counts as one). A switched-on setting needs at least one gap and a maximum before the service saves. Repeat bookings are available on plans that include recurring appointments (Team and Enterprise). On any other plan the setting is kept but clients are not offered a repeat. When a client books several services in one visit, a repeat is offered only if every one of those services allows it, with the gaps they all share and the smallest maximum.

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Group class

Turn on Group class to run this service as a class: clients book a place in a scheduled session instead of a one-to-one appointment. Enter Places per session, optionally Minimum people, and choose Waitlist when full and Hold an offered place for (hours). Sessions are scheduled in Appointments → Classes. Group classes need the Essential plan or above. See Run group classes.

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Deposits and cancellation fees

The Deposits & cancellation fees card sets what booking this service on your booking page or in the client portal asks of a client. It needs the Essential plan or above and a connected Stripe account; until then the controls are shown switched off with the reason. It is not available yet for practices that bill in Naira. Only the owner or a manager can change it. It is saved with the service, and it applies to bookings made after you save — a booking keeps the terms the client agreed to. Write the policy clients read in the booking page designer, under Settings → Booking policy. Visits you book yourself. A visit booked from the calendar never asks the client to agree and never takes a deposit. It follows the service’s cancellation window and fees only when that client has already agreed to the same policy when booking online — then a late cancellation or a missed visit gives you a fee to review, exactly as for an online booking. If the client has not agreed, or your policy has changed since they did, no fee is raised for that visit. Cancellation windows use your practice’s time zone. The window, a service’s minimum notice and reminders are measured in the Timezone under General. The booking page designer’s Clinic Timezone is used only while General still shows its starting value, New York, and the designer names a different zone. When a visit is cancelled, its invoice closes. An invoice with nothing paid is cancelled. When something was paid and kept — a deposit kept under your policy, for example — the invoice keeps only that amount as paid and the rest is written off, so nobody is chased for a visit that did not happen. A refund made afterwards takes it off the invoice. Put the visit back on the diary and the invoice reopens at its original total. An invoice that also carries other charges or a discount code is left open, and you get a notice to review it.

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Options, add-ons and timing

When staff book the service, the sheet shows an Option list and Add-ons ticks under it. The summary lists each add-on on its own line and shows the Visit Time and Appointment Total with everything added. The appointment keeps the option, the add-ons and their prices as they were booked, so a later price change never rewrites it — invoices list the option beside the service name and each add-on as its own line. If someone at the desk changes a service’s Fee on the booking sheet, that price is used and the standard price is kept beside it on the appointment. The visit’s length always comes from the service, its option, its add-ons and the chosen provider — not from what is typed. An appointment booked with an option or add-ons keeps its services as booked when you edit it. To change them, cancel it and book again.

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On your booking page

A service on your booking page offers its options and add-ons to clients the same way: they choose an option, tick add-ons, and see the total time and price before picking a time. Online Booking decides who sees it and how soon or how far ahead it can be booked. Offered times leave room for Buffer after (minutes), and a provider’s Processing time can be booked for another short visit.

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Moving an appointment

When you change an appointment’s date, time or provider, the new time is checked before it is saved. If it does not fit, nothing moves and you see why:

• “The provider is already booked then, including the time set aside after another visit.” — another visit, or the buffer after one, is in the way. A visit’s own processing time is free for other bookings.
• “That time is outside the provider’s working hours.”
• “The chosen provider does not offer every service on this visit.”

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Check it worked

Start booking an appointment. The service should appear in the picker with the right duration and price. Then open your booking page as a visitor — if you marked it visible there, clients should be able to select it and see the same price.

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Common issues