Templates · Utility
Appointment cancellation message: 22 WhatsApp samples for cancelling and rescheduling
Cancellation, reschedule, refund and no-show messages for clinics, salons, studios and home services, as Meta utility templates and plain WhatsApp Business app texts, with what to say depending on who cancelled.
By Broadchat teamPublished 8 min read
Before you submit these templates
- Submit cancellation, reschedule, refund and no-show notices as Utility: they update the customer's own booking and contain no promotion.
- Keep offers out. A rebooking discount turns the template into marketing; send it as a separate marketing template to customers who opted in to offers.
- Put the reason in a variable with a natural full-phrase sample ("the doctor has an emergency surgery") so one template covers every cause.
- Always include the next step (a new slot, a booking link or a refund timeline); reviewers and customers both read a bare "cancelled" as unhelpful.
- Do not ask for card or bank details to process refunds; refund to the original payment method and say so.
- Do not end the body with a variable; finish with a question or instruction such as "Does that work for you?"
- Name templates by purpose (apptcancel_reschedule_confirmed); names cannot be changed later.
The short answer
A good appointment cancellation message says, in this order: sorry (if you cancelled), which appointment (service, date, time), why in a few words, and the next step: a new slot, a link to pick one, or a refund and when it arrives. If the customer cancelled, confirm it in writing with any refund or fee. Never send a cancellation without a way to rebook.
Below are 14 WhatsApp Business API templates with {{1}} variables, ready to submit to Meta, and 8 plain messages for the WhatsApp Business app: cancellations by the clinic or business, customer-cancelled confirmations with and without refunds, reschedule confirmations, pick-a-slot links, whole-day moves, weather closures, home service visits, no-shows, class cancellations and a separate win-back offer.
Cancellations and reschedules are utility
Meta's categorisation guide puts messages about a customer's own booking, confirmed or changed, in the utility category, as long as they contain no promotion. A cancellation, reschedule or refund notice for an appointment the customer made fits that definition. Two cautions:
- No offers inside. "Book again this week and get 10% off" makes the template marketing. Send any goodwill offer separately, only to customers who opted in to offers (the win-back template below).
- Utility is not free. Since 1 Oct 2026, utility templates are charged even while the customer's 24-hour window is open. If the customer messaged you in the last 24 hours, you can reply with a normal message instead; see the customer service window and WhatsApp API pricing.
Who cancelled changes the message
| Situation | Must include | Avoid |
|---|---|---|
| You cancel (doctor, stylist, technician unavailable) | Apology, the reason, a specific new slot or a link | "Due to unavoidable reasons" with no next step |
| Customer cancels | Written confirmation, refund amount and timeline, or the fee policy | Silence, which leads to "did my cancel go through?" calls |
| Customer asks to reschedule | The new date and time, location, who they will see | Making them call to confirm |
| Customer does not turn up | A neutral note and a rebook option | Blame, or an immediate fee demand by WhatsApp |
| Whole day moves (holiday, rain, bandh) | The new date for each booking, one tap to pick another | Asking every patient to call the front desk |
Plain cancellation and reschedule messages for the WhatsApp Business app
Copy, change the details and send. Offering two concrete slots ("6 pm or Wednesday 11:30") gets a faster answer than "when are you free?".
1. Clinic cancels: reply to a regular patient
Hello Mr Sharma, I'm sorry, Dr Mehta has to attend an emergency tomorrow morning, so your 11:30 appointment is cancelled. He can see you at 6 pm the same day or Wednesday 11:30 am. Which is better for you?2. Salon: stylist on leave
Hi Neha, sorry, Riya is on leave on Saturday so we need to move your 4 pm colour. Sunday 4 pm with Riya, or Saturday 4 pm with Kavita? Both are free right now.3. Customer asked to cancel
Hi Arjun, done, your 7 am session on 20 Nov is cancelled. ₹800 will reach your account in 5 to 7 working days. Message me whenever you want to restart.4. Customer asked to reschedule
No problem, Meera. I've moved your skin consultation from 18 Nov 3 pm to 19 Nov 5 pm. See you then! If anything changes, just message here.5. Home service visit missed
Hi Pooja, really sorry, our technician's bike broke down and he can't reach you today. Can we come tomorrow 10 to 12? I'll ask him to call you before leaving.6. No-show follow-up
Hi Rakesh, we waited for you at 4 pm today for physio. Hope all is well. Should I book you for tomorrow at the same time?7. Tutor or coaching class
Dear parents, today's 5 pm maths class is cancelled because sir is unwell. The class will be taken on Sunday 11 am instead. Sorry for the short notice.8. Polite reply when the customer cancels last minute
Hi Rahul, no worries, I've cancelled today's slot. Just so you know, as per our policy the ₹300 booking fee isn't refundable for cancellations within 24 hours, but I've added ₹150 credit to your next visit.Habits that reduce cancellations and no-shows
- Send a reminder a day before and two hours before, with a Reschedule button, so people move a slot instead of skipping it. The appointment reminder templates cover this.
- Tell people your cancellation policy at booking time, in the confirmation message, not for the first time when they cancel.
- Release cancelled slots immediately and offer them to your waiting list.
- Call, don't message, for repeated cancellations by the same practitioner. Patients forgive one change; three in a row need a personal word.
How to send these
WhatsApp Business app (free, manual). Send the plain messages one by one and save the ones you use every week as quick replies.
WhatsApp Business API (automated). In Broadchat:
- Create the cancellation and reschedule templates in CRM → WhatsApp Templates with the Utility category, and the win-back offer with Marketing. Meta's review can take up to 24 hours, so set them up before you need them.
- Send them automatically from Automations → Workflow: a Custom Webhook from your booking or clinic software starts the flow when an appointment's status changes to cancelled or rescheduled, followed by Send Template Message (V2) with the date, time and reason mapped to the variables.
- To move a whole day of bookings, upload the affected list to CRM → Bulk Campaign with Quick Contacts and map each person's new date.
- Connect the quick replies (Yes, book it; Another time; Call me) to a flow in Chatbots → Chatbots, and use Assign to Agent so your front desk picks up anyone who wants a call.
For more, see the healthcare clinics playbook, the salons and spas playbook and the WhatsApp message templates guide. Agencies that run booking systems for clinics and salons can offer this under their own brand with white-label WhatsApp.
Sources
- Template categorization — Meta for Developers, checked 1 November 2026
- Template components — Meta for Developers, checked 1 November 2026
- Template review — Meta for Developers, checked 1 November 2026
- Pricing on the WhatsApp Business Platform — Meta for Developers, checked 1 November 2026
Broadchat team · Product and partner success team
The people who build and support Broadchat, the white-label WhatsApp Business API platform. We write from what we see while onboarding partners and their clients on the official WhatsApp Cloud API, and we check every article against Meta's current documentation.
Last updated:
14 appointment cancellations and reschedules templates
Copy the wording, then submit it from CRM → WhatsApp Templates with the sample values shown. Meta reviews every template; approval is never guaranteed.
Hello {{1}}, we are sorry: your appointment with {{2}} on {{3}} has to be cancelled because {{4}}. Please choose a new slot below, or reply here and our front desk will call you.
- Choose a new slot
- Call me
Cancelled by the clinic: doctor unavailable
Utilityapptcancel_by_business_doctor_unavailableLanguage: en
Use it when: As soon as the doctor or practitioner knows they cannot see the patient.
Variables Variable Meaning Sample {{1}} Patient first name Sunita {{2}} Doctor's name Dr Anil Mehta {{3}} Appointment date and time 24 Nov, 11:30 am {{4}} Reason as a short phrase the doctor has an emergency surgery - Always offer the next step in the same message; a cancellation with no way to rebook loses the patient.
Hi {{1}}, we have to cancel your {{2}} appointment on {{3}}. We are sorry for the trouble. We can see you on {{4}} instead. Does that work for you?
- Yes, book it
- Another time
- Cancel
Cancelled by the business, with a new slot offered
Utilityapptcancel_by_business_offer_new_slotLanguage: en
Use it when: Salons, spas, studios and service businesses when a staff member or room becomes unavailable.
Variables Variable Meaning Sample {{1}} Customer first name Neha {{2}} Service hair colour {{3}} Original date and time Saturday 14 Nov, 4 pm {{4}} Proposed new slot Sunday 15 Nov, 4 pm Hi {{1}}, your appointment at {{2}} on {{3}} has been cancelled as you asked. {{4}} will be refunded to your original payment method within 5 to 7 working days. Reply here whenever you want to book again.
Confirmation: the customer cancelled
Utilityapptcancel_confirm_customer_cancelledLanguage: en
Use it when: Right after a customer cancels by chat, call, app or website, so they have it in writing.
Variables Variable Meaning Sample {{1}} Customer first name Arjun {{2}} Business name FitZone Personal Training {{3}} Appointment date and time 20 Nov, 7 am {{4}} Refund amount ₹800 - If there is no refund, drop that sentence rather than writing "₹0 will be refunded"; create a second template without it.
Hi {{1}}, your booking {{2}} for {{3}} is cancelled. Because it was cancelled less than {{4}} hours before the slot, the booking fee is not refundable as per our policy. Reply here if you have any question.
Cancellation confirmed, late-cancellation fee applies
Utilityapptcancel_confirm_no_refund_policyLanguage: en
Use it when: When your cancellation policy keeps a fee for late cancellations.
Variables Variable Meaning Sample {{1}} Customer first name Pooja {{2}} Booking ID GS-4471 {{3}} Appointment date and time 21 Nov, 11 am {{4}} Cancellation window in hours 24 - State the policy at booking time too. A fee the customer hears of only at cancellation causes disputes.
Hi {{1}}, your appointment has been moved. New date and time: {{2}} at {{3}}, with {{4}}. Your earlier slot is released. Reply here if you need to change it again.
- Add to calendar
- Change again
Reschedule confirmed
Utilityapptcancel_reschedule_confirmedLanguage: en
Use it when: As soon as a reschedule is saved, whichever side asked for it.
Variables Variable Meaning Sample {{1}} Customer first name Rahul {{2}} New date and time Tuesday 24 Nov, 6 pm {{3}} Location Smile Dental Care, Indiranagar {{4}} Practitioner Dr Kavya Rao Hi {{1}}, sure, we can move your {{2}} appointment from {{3}}. Please pick a new time from the available slots using the link below, and we will confirm it here.
- Pick a new slot
Customer asked to reschedule: pick a slot
Utilityapptcancel_reschedule_request_linkLanguage: en
Use it when: When a customer asks to reschedule and you prefer them to choose from your calendar.
Variables Variable Meaning Sample {{1}} Customer first name Meera {{2}} Service skin consultation {{3}} Original date and time 18 Nov, 3 pm Hello {{1}}, the clinic will be closed on {{2}}, so your appointment that day is moved to {{3}} at the same time. If the new date does not suit you, tap below to pick another slot.
- Pick another slot
- New date is fine
All appointments for a day moved
Utilityapptcancel_doctor_running_leave_bulkLanguage: en
Use it when: When a whole day of bookings must move because of leave, a holiday or a power shutdown.
Variables Variable Meaning Sample {{1}} Patient first name Mr Sharma {{2}} Closed date 26 Nov {{3}} New date 27 Nov Hi {{1}}, because of {{2}}, we have cancelled all appointments today, including yours at {{3}}. We are sorry. We will message you by {{4}} with a new slot, or you can pick one yourself below.
- Pick a new slot
Cancelled for weather or an emergency
Utilityapptcancel_weather_or_emergencyLanguage: en
Use it when: For sudden closures: heavy rain, a bandh, a power failure, or a staff emergency.
Variables Variable Meaning Sample {{1}} Customer first name Vikram {{2}} Reason the heavy rain and waterlogging in our area {{3}} Original time 5 pm {{4}} Time of next update tomorrow 10 am Hi {{1}}, our technician cannot make your {{2}} visit on {{3}}. We are sorry. The new visit is {{4}}, and the technician will call you 30 minutes before arriving.
- OK
- Choose another day
Home service visit rescheduled
Utilityapptcancel_service_visit_rescheduledLanguage: en
Use it when: AC, appliance, pest control, plumbing and cleaning services that visit homes.
Variables Variable Meaning Sample {{1}} Customer first name Arjun {{2}} Service AC servicing {{3}} Original date and time 19 Nov, 10 am to 12 pm {{4}} New date and time window 20 Nov, 10 am to 12 pm Hi {{1}}, we missed you at your {{2}} appointment today at {{3}}. Your slot was released. If you still need the appointment, tap below to book a new slot or reply here.
- Book a new slot
- Call me
Missed appointment: rebook
Utilityapptcancel_no_show_rebookLanguage: en
Use it when: A few hours after a no-show, once, with no offer attached.
Variables Variable Meaning Sample {{1}} Customer first name Rakesh {{2}} Service physiotherapy {{3}} Missed time 4 pm - Keep it non-promotional; a "10% off if you rebook" line makes it a marketing template.
Hi {{1}}, today's {{2}} session at {{3}} is cancelled because {{4}}. This session will be added to the end of your current package, so you do not lose it.
- OK, thanks
Class or session cancelled
Utilityapptcancel_class_batch_cancelledLanguage: en
Use it when: Yoga, dance, music, coaching and fitness classes where a session is called off.
Variables Variable Meaning Sample {{1}} Student first name Ananya {{2}} Class name 6 pm yoga {{3}} Studio name Prana Yoga Studio {{4}} Reason our instructor is unwell Hi {{1}}, we are sorry your last appointment at {{2}} did not work out. If you would like to try again, your next {{3}} comes with {{4}}. Tap below to pick a time that suits you.
- Book again
- Stop offers
Win-back offer after a cancellation
Marketingapptcancel_winback_offerLanguage: en
Use it when: Separately, a few days after a cancellation, only to customers who opted in to offers.
Variables Variable Meaning Sample {{1}} Customer first name Neha {{2}} Business name Glow Salon {{3}} Service hair spa {{4}} Offer a free head massage - This is marketing because of the offer. Keep it out of the cancellation message itself.
नमस्ते {{1}} जी, माफ़ कीजिए, {{2}} को आपका अपॉइंटमेंट रद्द करना पड़ रहा है क्योंकि {{3}}। हम आपको {{4}} को बुला सकते हैं। क्या यह समय ठीक रहेगा?
- हाँ, ठीक है
- दूसरा समय चाहिए
अपॉइंटमेंट रद्द (हिंदी)
Utilityapptcancel_cancelled_hiLanguage: hi
Use it when: For patients or customers who chat with you in Hindi. Submit with the Hindi (hi) language code.
Variables Variable Meaning Sample {{1}} मरीज़ का नाम वर्मा {{2}} मूल तारीख़ और समय 24 नवंबर, सुबह 11 बजे {{3}} कारण डॉक्टर साहब छुट्टी पर हैं {{4}} नई तारीख़ और समय 25 नवंबर, सुबह 11 बजे Namaste {{1}} ji, aapka {{2}} ka appointment ab {{3}} ko hai, time same rahega. Agar yeh din theek nahi hai to neeche button dabaiye.
- Theek hai
- Dusra din chahiye
Appointment reschedule (Hinglish)
Utilityapptcancel_reschedule_hinglishLanguage: en
Use it when: For clinics and salons whose customers write in Roman Hindi. Submit with the English (en) language code.
Variables Variable Meaning Sample {{1}} Customer first name Rakesh {{2}} Service dental check-up {{3}} New date 27 Nov
Frequently asked questions
How do I write an appointment cancellation message to a patient or client?
Say sorry, name the appointment (service, date and time), give the reason in a few words and offer the next step: a specific new slot or a link to choose one. For example: "Sorry, your appointment with Dr Mehta on 24 Nov at 11:30 am is cancelled because of an emergency surgery. Can we see you on 25 Nov at 11:30 am?"
Is an appointment cancellation message a utility template?
Yes, when it only updates the customer about their own booking: a cancellation, reschedule, refund or no-show notice. Adding an offer or a promotion makes it marketing. Meta makes the final decision on the category.
How do I confirm a cancellation the customer asked for?
Confirm the appointment that was cancelled, and either the refund amount with its timeline or, if your policy keeps a fee, a short polite statement of that policy. A written confirmation on WhatsApp prevents follow-up calls and disputes.
How should I reschedule an appointment on WhatsApp?
Offer one or two specific new slots, or send a link to your booking calendar, then confirm the new date, time, location and practitioner in writing. Quick-reply buttons such as "Yes, book it" and "Another time" get the fastest answers.
What do I send when a customer misses an appointment?
A short neutral message a few hours later: say you missed them, that the slot was released, and how to book a new one. Do not attach offers to it, and do not demand a no-show fee by WhatsApp without having stated the policy at booking.
Can I send cancellation messages in Hindi?
Yes. Write the template in Devanagari and submit it with the Hindi (hi) language code, or write Hinglish in Roman script and submit it with the English (en) code. Both are included on this page.