Can I refuse to take a customer?

Yes: as a solo business owner you can decline service for almost any reason that isn't a protected class (race, gender, religion, national origin, disability, sexual orientation, age 40+ in employment contexts, plus state/local additions). Repeated no-shows, abusive behavior, scope-of-work disputes, and safety concerns are all legitimate reasons to block.

What does blocking a client do in goldenhour?

Setting the do-not-book flag prevents the client from completing a new booking through your booking page. If they attempt, the booking action returns a 'this artist isn't accepting new bookings from you' message without explaining why. Existing future appointments aren't auto-canceled; you decide whether to cancel them.

Should I tell them they're blocked?

Usually no. The block is silent on the booking page: they see a generic 'not accepting' message, not 'you're blocked'. If they reach out directly via SMS, a brief 'I've moved you off my active book; I'd recommend X studio' is more humane than ghosting, but it's not required. Blocking is an operational tool, not a confrontational one.

Can a blocked client still see my page or messages?

Yes: they can still see your public booking page, the manage page for any existing appointment, and any prior conversation. The block only stops NEW bookings. If you need to fully cut contact, you'll also need to block their number on your phone + their email on your email service.

What about a temporary block?

Goldenhour doesn't have a time-based auto-unblock today. The recommended pattern: set the do-not-book flag with a clear note ('unblock after 2026-09-01'), and the audit log gives you the date you set it. Future versions may add a scheduled-unblock; for now, calendar reminder + manual unblock is the path.

Back to help

Blocking a customer

The call you hope to never make

Every solo artist eventually has a client they need to stop booking. The do-not-book mechanic is one click; the decision is harder. Three escalation tiers + the operational + legal context for each.

Not legal advice

The escalation framework below is operational guidance, not legal counsel. For a specific situation involving threats, harassment, or potential litigation, talk to an attorney + (where appropriate) law enforcement.

Three tiers

Match the response to the trigger

Tier 1
Notes + retention flag
warning
Triggers
First no-show without notice
Single rude-but-not-abusive interaction
Late cancellation outside policy with no apology
Mechanic
Add a client-card note describing the incident. Optionally turn off rebook-nudge cadence for this client (Client → Auto-rebook → off). No restriction on new bookings yet.
Tier 2
Do-not-book flag with unblock date
temporary
Triggers
Two unexcused no-shows in 90 days
Repeated late-cancel inside policy window
Disrespectful language toward you / your space
Mechanic
Set the do-not-book flag. Add a note with the intended unblock date. Set a calendar reminder for that date. Audit log records the flag + actor + timestamp.
Tier 3
Do-not-book + cancel existing future bookings
permanent
Triggers
Threat or unsafe behavior
Theft, fraud, chargeback abuse
Sexual misconduct or boundary violation
Three+ no-shows after a Tier-2 unblock
Mechanic
Set the do-not-book flag permanently. Cancel any existing future appointments via the appointment-detail page. Refund deposits unless policy explicitly forfeits them. Document with a specific note. For threats: block their number on your phone + report to local non-emergency line if warranted.

How to do it

01Open the client’s card in /app/clients.
02Tap the actions menu → Set do-not-book. Confirm.
03Add a note describing the incident + (for Tier 2) the intended unblock date.
04For Tier 3: also cancel any existing future bookings from the appointment-detail pages. Refund deposits unless policy forfeits them.
05Review the blocked list periodically in /app/clients/blocked : especially for Tier-2 temporary blocks past their unblock date.

FAQ

Can I refuse to take a customer?: Yes: as a solo business owner you can decline service for almost any reason that isn't a protected class (race, gender, religion, national origin, disability, sexual orientation, age 40+ in employment contexts, plus state/local additions). Repeated no-shows, abusive behavior, scope-of-work disputes, and safety concerns are all legitimate reasons to block.
What does blocking a client do in goldenhour?: Setting the do-not-book flag prevents the client from completing a new booking through your booking page. If they attempt, the booking action returns a 'this artist isn't accepting new bookings from you' message without explaining why. Existing future appointments aren't auto-canceled; you decide whether to cancel them.
Should I tell them they're blocked?: Usually no. The block is silent on the booking page: they see a generic 'not accepting' message, not 'you're blocked'. If they reach out directly via SMS, a brief 'I've moved you off my active book; I'd recommend X studio' is more humane than ghosting, but it's not required. Blocking is an operational tool, not a confrontational one.
Can a blocked client still see my page or messages?: Yes: they can still see your public booking page, the manage page for any existing appointment, and any prior conversation. The block only stops NEW bookings. If you need to fully cut contact, you'll also need to block their number on your phone + their email on your email service.
What about a temporary block?: Goldenhour doesn't have a time-based auto-unblock today. The recommended pattern: set the do-not-book flag with a clear note ('unblock after 2026-09-01'), and the audit log gives you the date you set it. Future versions may add a scheduled-unblock; for now, calendar reminder + manual unblock is the path.

Related: no-show fees policy

Match the response to the trigger

Tier 1

Notes + retention flag

warning

Triggers

First no-show without notice
Single rude-but-not-abusive interaction
Late cancellation outside policy with no apology

Mechanic

Add a client-card note describing the incident. Optionally turn off rebook-nudge cadence for this client (Client → Auto-rebook → off). No restriction on new bookings yet.

Tier 2

Do-not-book flag with unblock date

temporary

Triggers

Two unexcused no-shows in 90 days
Repeated late-cancel inside policy window
Disrespectful language toward you / your space

Mechanic

Set the do-not-book flag. Add a note with the intended unblock date. Set a calendar reminder for that date. Audit log records the flag + actor + timestamp.

Tier 3

Do-not-book + cancel existing future bookings

permanent

Triggers

Threat or unsafe behavior
Theft, fraud, chargeback abuse
Sexual misconduct or boundary violation
Three+ no-shows after a Tier-2 unblock

Mechanic

Set the do-not-book flag permanently. Cancel any existing future appointments via the appointment-detail page. Refund deposits unless policy explicitly forfeits them. Document with a specific note. For threats: block their number on your phone + report to local non-emergency line if warranted.