This article covers how your practice controls online appointment booking and cancellation, and what your clients experience when booking through the portal.

By default, clients cannot cancel their own online appointments — they need to contact your practice directly. You can turn on self-service cancellation so clients can cancel straight from their booking confirmation, without calling or emailing you.

To enable online appointment cancellation:

When this is on, clients see a cancellation option directly in their booking confirmation and on the appointment detail screen in the LUPA mobile app. When it is off, they need to contact your practice to cancel.

Clients cannot cancel appointments that start within 24 hours through the app — they will be prompted to call your practice instead.

Tip: If you prefer to keep control over all cancellations — for example, to manage last-minute gaps or follow up with clients — leave this toggle off.

When a client or team member books an appointment through the LUPA mobile app, only active animals appear in the pet selection step. Deceased and archived animals are automatically excluded, so the list stays relevant and uncluttered.

If an animal you expect to see is missing, check whether it has been marked as deceased or archived in that client's record.

Clients can only see notes they added themselves when booking. Any internal notes your team records against an appointment are never shown to clients in the app or included in their calendar events.

If your practice has online appointment cancellation turned on, clients also see a Cancel Appointment button on the appointment detail screen in the app. Tapping it asks them to confirm before anything is cancelled. Appointments starting within 24 hours cannot be cancelled this way — the app tells the client to call your practice directly.