What changed. Since September 2026 you can stop these links working too close to the appointment start, using the late change restrictions in your portal settings. See Restricting late cancellations and reschedules.
To add cancel or reschedule links to your appointment emails, you'll need to use merge tags when customising your Email Templates.
Method 1: Editing your Global Customised Email Templates
Go to Account > Account & Organisation > Customise and find the Communications tab.
Navigating to Customise and Communications in your Account
Select which Email Template you'd like to Customise from the dropdown menu.
Choosing the email template to customise
Then, copy the Merge Tags for either the Cancel or Reschedule links, and paste this where you'd like in your Template.
Copying a merge tag from the list
Method 2: Editing your Customised Email Templates per Appointment Type
The same can be done if you have customised the template for a specific Appointment Type - navigate to Appointments> Appointment Types, find the relevant Appointment Type and select Edit.
Finding and editing the Email Template for a specific Appointment Type
Now you can edit the Template in the Email Template tab, using the merge tags in the same way as above.
Using the Reschedule or Cancel links in your custom Email Template
How clients use the links
Once you have added these merge tags to your emails, clients will receive confirmation or reminder emails containing clickable links. What the links let a client do depends on the late change restrictions set in Account, then Appointments, then Settings:
Cancel their appointment directly, with any refund applied according to your cancellation refund policy.
Reschedule to a new time, without having to contact you separately.
If a client cancels or reschedules, you will be notified via email of the changes. This reduces back-and-forth communication and gives clients more control over their bookings, while late change restrictions let you keep control of how close to the appointment they can make that change.
Refund tiers with less notice than your cancellation restriction will never apply to a cancellation made through the portal, because the cancellation itself is blocked first.
What a client sees when a change is blocked
Inside the window you have set, the link still opens but the cancellation or reschedule form is replaced by a notice. It reads This appointment can no longer be cancelled online, or rescheduled, and explains that cancellations or rescheduling are not permitted within your chosen window of the appointment start.
The notice then shows the appointment type, date and time, and asks the client to contact their therapist by name, or your practice where no therapist name is available. A Book another appointment button appears where your booking page allows it.
Two details are worth knowing when a client queries this:
The two restrictions are independent, so rescheduling can be blocked while cancelling is still allowed, or the other way round.
For a reschedule, the notice period is measured against the original appointment start, not the new slot the client is trying to choose.
Class blocks cannot be rescheduled through the booking portal at all.
The restrictions apply to the booking portal only, so you can still cancel or reschedule from the diary or the client page at any time. See Rescheduling or cancelling Appointments.