Ensure that you have access to the Client page or Diary in Rehab Guru, and have upcoming appointments scheduled.
What changed. You can now change the appointment type or practitioner of a booked appointment without cancelling it and booking again. See Step 3 below.
Since September 2026 you can also stop clients cancelling or rescheduling through the booking portal too close to the appointment start. That restriction applies to the booking portal only. The routes in this guide are staff routes and are never blocked. See Restricting late cancellations and reschedules.
In Rehab Guru, you can reschedule or cancel existing appointments from both the client’s profile and the diary page, and change an appointment’s type or practitioner without cancelling it. This guide walks you through each of these.
Step 1: Rescheduling or Cancelling an Appointment from the Client’s Page
Navigate to the Clients page and click View next to the client whose appointment you want to change or cancel.
In the client’s profile, click Appointments in the left-hand menu. On a smaller screen, these options show as tabs across the top of the profile instead. You will see a list of upcoming appointments.
To reschedule or cancel an appointment, click the three vertical dots (the Actions button) next to the appointment. The menu includes Change time and Cancel. Show Details opens the full appointment details.
Accessing options to change or cancel an appointment
To cancel the appointment, click Cancel. A Confirmation required pop-up asks if you are sure. Click Confirm to cancel it.
Cancelling an Appointment from the Client page
To change the appointment time, click Change time. The Reschedule hours pop-up will appear, allowing you to choose a new day and time. Pick one of the available times, or click Create custom appointment to enter the hours and minutes yourself.
Rescheduling the appointment by choosing a new time or setting custom hours
After selecting the new time, click Update hours to confirm the change.
Step 2: Changing or Cancelling an Appointment from the Diary Page
Navigate to the Diary page to find the appointment you wish to change or cancel. Click on the specific appointment.
Selecting an appointment from the Diary page
Use the 3 dot Actions menu to either cancel, or reschedule, the appointment.
Using the Action menu to reschedule or cancel an appointment
To cancel the appointment, click Cancel this appointment and confirm the cancellation by clicking Confirm.
To reschedule the appointment, click on Reschedule. The Reschedule Hours pop-up will appear, allowing you to select a new time or create a custom appointment time, just as you would on the client’s page.
Rescheduling an appointment from the Diary page
Step 3: Changing the Appointment Type or Practitioner
If a client has been booked in under the wrong appointment type, or needs to see a different practitioner at the same time, you can change the appointment in place. There is no need to cancel it and book again.
On the Diary page, click the appointment, then click Actions and choose Edit appointment. From the client’s page, click the three vertical dots next to the appointment and choose Show Details first, then use Actions in the same way.
Opening Edit appointment from the Actions menu
In the Edit appointment pop-up, choose the new Practitioner, the new Appointment type, or both. The Practitioner list only includes team members assigned to the appointment’s location, and choosing someone else needs team collaboration turned on in your team settings.
Changing the practitioner or appointment type
The Appointment type list shows the length and price of each type. It only lists the types the chosen practitioner offers at that location, including any global appointment types they have been added to. Once you pick a new type, the pop-up shows the old and new type and price so you can check the change.
Choosing a new appointment type
Click Save changes. The appointment keeps its date and start time. If the change would overlap another booking, you will be asked to confirm before it saves.
The client is not told about the change automatically. To send them the updated details, open the appointment, click Actions and choose Send appointment details. Do this too if the change replaces a video meeting link, as the pop-up will warn you.
If the appointment already has an invoice
Changing only the practitioner leaves the invoice as it is. If you change the appointment type on an appointment that already has an invoice, the button reads Continue instead of Save changes. Click it to choose what happens to the invoice. Nothing is saved until you finish this step.
The pop-up shows the invoice number, its status, the total and how much has been paid. An issued invoice cannot be edited, so choose one of these:
Keep the invoice as it is. This is the default. Nothing changes and the invoice stays at the previous type and price. Tick Open this invoice in Billing after saving if you want to go straight to it afterwards, for example to void or refund it from there.
Void the invoice. Nothing is refunded. Anything the client has already paid stays on their account as credit, which you can put towards a new invoice or refund from Billing. If nothing has been paid yet, the invoice is simply marked void so it can no longer be paid. Start a new invoice for the updated appointment is ticked by default, and opens a new invoice at the new type’s price after saving, for you to check before sending.
Choosing what happens to the invoice
Click Save changes, or Save and void invoice if you chose to void it. Back returns you to the first step.
If the invoice is still a draft, the choices are slightly different. Keeping it leaves the draft at the previous type and price, ready for you to edit in Billing. Tick Open the draft in Billing after saving so I can edit it to go straight there. Or choose Delete the draft: nothing has been charged, so there is nothing to refund. The button then reads Save and delete draft.
Choosing what happens to a draft invoice
If the invoice also contains other items, or more than one invoice is linked to the appointment, you cannot void or delete it from here. The option is greyed out and the pop-up tells you why. Keep the invoice as it is and make any changes in Billing.
Voiding unavailable when the invoice contains other items
Good to know
For a completed appointment, you can correct the appointment type but not the practitioner.
If a payment for the appointment was taken into the practitioner’s own account, the practitioner cannot be changed.
Every change is recorded in the appointment’s history, along with who made it. Open the appointment, click Actions and choose View history to see it.
Stopping clients making late changes themselves
Clients can reschedule or cancel their own appointments if you include the merge tags in your appointment confirmation emails. See How to use the Cancel or Reschedule Appointment Links in Emails.
If you would rather they did not do that at the last minute, set a late change restriction in Account, then Appointments, then Settings. Under Late change restrictions there are two independent controls, No cancellation within and No rescheduling within. Inside the window you set, the links in your emails show the client a notice asking them to contact you instead. See Restricting late cancellations and reschedules.
These restrictions apply to the booking portal only. You can still cancel or reschedule from the diary or the client page at any time, however close the appointment is.
Cancelling an appointment here releases any resource it was holding straight away, so the time becomes available to the rest of the team again. See Setting up appointment resources.