Booking cancellation and rescheduling on website

Booking Cancellation and Rescheduling

Ability to self-cancel or reschedule appointment reduces admin load and improves customer experience. Key task is correct logic: cancellations N hours before allowed, last-minute cancellations — not allowed or with penalty.

Cancellation Rules

class BookingCancellationPolicy
{
    public function canCancel(Booking $booking): CancellationResult
    {
        $hoursUntilBooking = now()->diffInHours($booking->starts_at, absolute: false);

        if ($hoursUntilBooking < 0) {
            return CancellationResult::denied('Booking already passed');
        }

        $policy = $booking->service->cancellation_policy;

        if ($hoursUntilBooking < $policy->free_cancel_hours) {
            return CancellationResult::withPenalty(
                "Cancellation less than {$policy->free_cancel_hours} hours: " .
                "penalty {$policy->penalty_percent}%",
                penaltyPercent: $policy->penalty_percent
            );
        }

        return CancellationResult::free();
    }
}

Token Links for Cancellation Without Authorization

Customer can cancel booking via email link without account login:

class Booking extends Model
{
    protected static function booted(): void
    {
        static::creating(function (Booking $booking) {
            $booking->cancel_token    = Str::random(64);
            $booking->reschedule_token = Str::random(64);
        });
    }
}

// Cancellation route
Route::get('/bookings/cancel/{token}', function (string $token) {
    $booking = Booking::where('cancel_token', $token)
                      ->where('status', 'confirmed')
                      ->firstOrFail();

    $policy = app(BookingCancellationPolicy::class)->canCancel($booking);

    return Inertia::render('Booking/Cancel', [
        'booking' => $booking->load('service'),
        'policy'  => $policy,
    ]);
});

Rescheduling Form

When rescheduling, full new date/time selection opens (same AvailabilityCalendar component), but old slot freed only after new confirmation:

public function reschedule(Request $request, string $token): JsonResponse
{
    $booking = Booking::where('reschedule_token', $token)->firstOrFail();

    DB::transaction(function () use ($booking, $request) {
        $newSlot = TimeSlot::findOrFail($request->new_slot_id);

        // Check new slot availability
        if (!$newSlot->available) {
            throw new SlotUnavailableException();
        }

        // Free old slot
        TimeSlot::where('booking_id', $booking->id)->update(['booking_id' => null]);

        // Book new slot
        $newSlot->update(['booking_id' => $booking->id]);
        $booking->update([
            'starts_at' => $newSlot->datetime,
            'status'    => 'rescheduled',
        ]);
    });

    // Send reschedule confirmation
    Mail::to($booking->customer_email)->send(new BookingRescheduledMail($booking));

    return response()->json(['success' => true]);
}

Timeframe

Booking cancellation and rescheduling with policies and token links: 3–5 working days.