I understand that Boulevard allows us to set a 48-hour cancellation deadline and a cancellation fee, but the current workflow does not make operational sense for a medical aesthetics practice.

If a client cancels after the 48-hour cancellation deadline has already passed, the system should be able to automatically apply the cancellation fee based on the policy we already set. Otherwise, the cancellation policy becomes more of a manual reminder than an actual enforceable setting.

The current process creates several issues:

1. Clients may still be able to cancel after the cancellation deadline has passed and avoid the fee completely.
2. Staff has to manually monitor cancellations, identify whether they were past the 48-hour deadline, and then take additional steps to charge the fee.
3. This creates inconsistency because some fees may be missed depending on timing, staff coverage, or how the appointment was canceled.
4. It weakens the purpose of requiring a card on file and setting a cancellation deadline in the first place.
5. It puts the business in an awkward position where we may have to follow up with the client after they already canceled, instead of the policy being handled clearly at the time of cancellation.

A better solution would be for Boulevard to add an option under Cancellation Policy settings that allows the business to choose:

“Automatically charge cancellation fee when client cancels after the cancellation deadline has passed.”

There should also be flexibility to:

• Require client acknowledgment before canceling
• Display the cancellation fee before they confirm cancellation
• Allow management to waive the fee afterward if needed
• Apply different fees by appointment type, provider, or location
• Create a report of late cancellations where fees were charged or waived

For example, if our policy says clients must cancel at least 48 hours before their appointment and the late cancellation fee is $200, then a client canceling 12 hours before their appointment should see a message like:

“This appointment is past the 48-hour cancellation deadline. By canceling, you acknowledge that a $200 late cancellation fee may be charged according to the clinic’s cancellation policy.”

Then the system should either automatically charge the card on file or give the business the option to require approval before finalizing the cancellation.

Right now, the system allows us to create the rule, but it does not truly help us enforce the rule. For a busy practice, this creates unnecessary administrative work and missed revenue. The cancellation policy should protect appointment time, provider schedules, and business operations, not depend entirely on staff manually catching every late cancellation.