Overview

The Cancellation & Reschedule Policy setting lets you control when families can cancel or reschedule their tours. You can set a time window after which families can no longer make changes on their own and will need to contact you directly.

This helps you avoid last-minute cancellations and reschedules, giving you more predictable tour scheduling.

How to Set Up Tour Cancellation & Reschedule Policies

  1. Navigate to Calendar Settings and select your tour calendar.
  2. Scroll to the Notifications and Additional Options section.
  3. Under Cancellation and Reschedule Policy, turn on "Allow Cancellation of Meeting" and "Allow Rescheduling of Meeting".
  4. Specify how many hours before the tour you want to disable these links. For example, entering "24" means families can't cancel or reschedule within 24 hours of their tour.

Note: Leaving the time field blank means the links never expire — families can cancel or reschedule anytime.

[SCREENSHOT: Calendar settings page showing the Cancellation and Reschedule Policy section with toggles enabled and time field filled in]
Pro Tip: Setting a 24-48 hour window gives you enough notice to fill cancelled tour slots while still offering families flexibility.

How Families Receive Cancellation & Reschedule Links

When you enable these options, Enrollio automatically adds cancellation and rescheduling links to:

  • The tour confirmation email in the additional notes section
  • The calendar invite sent to the family

Families can click these links to make changes to their tour until the time window you set expires.

[SCREENSHOT: Example of tour confirmation email showing where cancellation and reschedule links appear]

Using Links in Automations

You can also include cancellation and reschedule links in your tour reminder automations using these custom values:

  • {{appointment.reschedule_link}}
  • {{appointment.cancellation_link}}

Important: These custom values only work in automations triggered by tour-related events, such as:

  • Appointment Status changes
  • Customer Booked Appointment

If your automation is triggered by something else (like a form submission or enrollment stage change), these values won't populate.

[SCREENSHOT: Automation builder showing appointment custom values being inserted into an email or text message]
Pro Tip: Include these links in your tour reminder messages sent 24-48 hours before the scheduled time. This gives families one last chance to reschedule if needed before your policy window closes.