Can my customers cancel their own online booking?

Yes — the Self Service Cancellations setting adds a personal cancellation link to a customer's booking confirmation, which takes them to a page where they can cancel the booking themselves without contacting you.

Where to turn it on

Settings > Administration > Features > Self Service Cancellations. It's off by default. If you also want the confirmation to show a scannable QR code alongside the link — handy for a printed slip or a kiosk screen — that's a separate toggle in your documents/communications settings.

What the customer sees

The link opens a page showing their booking dates and asking them to confirm the cancellation. BRM refuses the link — showing a message rather than cancelling anything — in three situations:

• the booking has already been cancelled;
• the rental has already started;
• the booking starts too soon — by default, within the next 12 hours.

That 12-hour cut-off isn't currently editable in the app. If you need a different window for your store, contact support.

What happens to any payment already taken

Cancelling this way does not automatically refund the customer — see If a customer cancels their own online booking, is their Stripe payment refunded automatically? for the full mechanics and what staff need to check.

See Also: Cancelling a reservation (the staff-side equivalent)