# Change, reschedule, or cancel an appointment

> Change an appointment's services, provider, length or notes, move it to a new time, or cancel it, and what the client hears about it.

Source: https://heylilo.co/help/calendar/change-or-cancel

You can change an appointment's services, provider and length. You can also move it to a new time or cancel it, and Lilo can let the client know.

## Change services, provider, or length

1. Open the appointment on the [**Calendar**](https://app.heylilo.co/dashboard/calendar) and select **Edit**.
2. Select the **Services** tab.
3. Make your changes:
   - **Duration**: choose a new length. Any services after it move to fit.
   - **Provider**: choose who does the service. The menu lists the people who can do it.
   - **Add Service**: select it, pick a service, then select **Add Service** in the box. Lilo adds it at the end and picks a provider, which you can change.
   - To remove a service, select the **X** on it. Select **Undo** to bring it back.
4. Select **Save Changes**. You'll see **Appointment updated**.

Nothing changes until you save. If you close the box first, Lilo asks whether to discard your changes. The **Notes** tab works the same way, with **Client Notes** and **Staff Notes**.

In [**Operations** → **Appointments**](https://app.heylilo.co/dashboard/bookings), the pencil on each row opens the same **Edit Appointment** box.

In the Lilo app, tap the appointment, then tap **Edit Details**. Make your changes on the **Services** or **Notes** tab and tap **Save Appointment**.

## Move an appointment to a new time

1. Open the appointment on the **Calendar** and select **Reschedule**.
2. Choose a date. Days with no open times are grayed out. Use the arrows next to **Select Date** for later dates.
3. Choose a time, then select **Reschedule**.
4. Check the **From** and **To** times. Leave **Notify client** on to send the client the new time.
5. Select **Confirm Move**. You'll see **Appointment rescheduled**.

The times you see are open times for the same provider. To move the appointment to someone else, change its provider first.

Other ways to move it:

- On the **Day** view, drag the appointment up or down its provider's column. Lilo asks you to confirm. Anything worth checking, like a time outside the provider's hours, shows under **Things to confirm**.
- In the **Edit Appointment** box, select **Reschedule** at the top. The new time saves with your other changes when you select **Save Changes**.
- If you see clients yourself, the **Next client** card in **My Day** on your [home screen](https://heylilo.co/help/home-and-reports/home-screen) has **Reschedule**.

In the Lilo app, tap the appointment, then **Edit Details** → **Date & Time**. Pick a new date and time, or tap **Find an available time**. Then tap **Save Appointment**.

## Cancel an appointment

1. Open the appointment on the **Calendar** and select **Cancel**.
2. In the **Cancel Appointment** box, you can choose a **Reason for cancellation** and add **Additional notes**.
3. Leave **Notify client** on to send the client a cancellation notice.
4. Select **Cancel Appointment**. You'll see **Appointment cancelled**.

**Cancel Appointment** in the **Edit Appointment** box opens the same box.

If the client paid a deposit, the box shows what happens to it. The reason can decide it. When your business is cancelling, cancel from the calendar or the Lilo app. [Cancellations, no-shows, and deposits](https://heylilo.co/help/payments/cancellations-and-deposits) has the details.

Two quicker ways don't use the **Cancel Appointment** box. Neither asks for a reason, and both notify the client:

- In **Operations** → **Appointments**, select **Cancel** on the row, then **Cancel Appointment**.
- If you see clients yourself, choose **Cancel appointment** from the **⋯** menu on the **Next client** card. It cancels without asking first.

In the Lilo app, tap the appointment, tap **⋯**, then tap **Cancel appointment**. Choose whether to **Notify client**, then tap **Confirm**.

## How it works

### What you can change, and when

| Status | What you can change |
|---|---|
| **Booked** or **Confirmed** | Everything: services, providers, length, time and notes. You can also cancel it. |
| **Checked In** | Add services, edit notes or cancel. You can't move it, remove services or change providers. |
| **In Progress**, **Completed**, **Cancelled** or **No Show** | Notes only. |

In the Lilo app, you can only edit or cancel **Booked** and **Confirmed** appointments.

### What the client hears

- Moving or cancelling sends the client a notice when **Notify client** is on. They get it by email if they get appointment emails from you.
- **Notify client** starts on for appointments that haven't started yet, and off once the start time has passed. You can always change it.
- Changing services, providers, length or notes doesn't send the client anything.
- [Reminders](https://heylilo.co/help/messages/automatic-client-messages) follow the new time. Cancelling stops them.
- Providers on the appointment hear about moves and cancellations based on their own [notification settings](https://heylilo.co/help/messages/staff-notifications), unless the appointment has started.

### More rules

- Moving an appointment sets it back to **Booked**.
- On a Lilo Booth plan, there's no **Provider** menu, since you do every service.
- The price doesn't change when you change the length or the provider. An added service comes in at its usual price.
- In the **Edit Appointment** box, Lilo warns you if a change overlaps another appointment for that provider. It asks before it double-books them when you save.
- On the **Day** view, you can't drop an appointment onto another one in that column.
- Cancelling frees the time for new bookings.
- A cancelled appointment stays on the calendar with a dashed red outline. You can't undo a cancellation.
- If the appointment is part of a recurring series, your changes apply to that visit only. To pause or cancel the whole series, use **Manage series**. See [Recurring appointments](https://heylilo.co/help/calendar/recurring-appointments).

## Common questions

### Why can't I reschedule this appointment?

Only **Booked** and **Confirmed** appointments can move, so a checked-in appointment stays at its time.

### Why isn't the time I want in the Reschedule box?

The box only shows open times for the appointment's provider. To use another time on the same day, drag the appointment on the **Day** view. Lilo warns you if it's outside the provider's hours. In the Lilo app, you can set the date and time yourself on the **Date & Time** tab.

### Does the client find out when I change their appointment?

Only when you move or cancel it. You can turn off **Notify client** first, except when you cancel from the **Appointments** list or the **Next client** card. Changing services, providers, length or notes doesn't message them.

### Can I undo a cancellation?

No, but you can book the client again. On the **Day** view, select the info icon on the cancelled appointment to open it, then select **Rebook**. Lilo fills in the client and services, and you pick the new time.

### Can I give an appointment to a different provider?

Yes. Select **Edit**, then choose a new **Provider** on the **Services** tab. Rescheduling and dragging keep the same provider.

### Why didn't the price change when I made the appointment longer?

Lilo keeps the price each service was booked at.