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Reschedule and Cancellation

Version: v1.1
Last Updated: May 30, 2026

Module Menu Path​

  • Bookings (reschedule / cancel actions)
  • Support Cases
  • Finance → Cancellation Refunds

Required Access​

  • services.bookings.manage
  • services.support_cases.view / services.support_cases.manage
  • services.finance.view

Customer-requested reschedule​

When a customer asks to move their booking to another slot:

  1. Open the booking
  2. Review the requested new slot against the professional's availability
  3. Accept (the booking moves to the new slot) or Reject (with a reason — the customer can pick another slot or cancel)

A reschedule keeps the booking and payment intact; only the time changes.

Partner-initiated reschedule​

If you must move a booking (professional unavailable, emergency):

  1. Open the booking → Reschedule
  2. Propose a new slot
  3. The customer confirms or declines

Always reschedule rather than silently letting a booking lapse — an unattended slot counts against you.

Cancellation policy​

Your services cancellation policy governs refunds:

  • Free cancellation up to a cut-off before the slot
  • Partial / no refund after the cut-off

The policy is shown to the customer before they book. Set it in your settings.

Cancelling a booking​

  1. Open the booking → Cancel
  2. Select a reason
  3. Confirm — the customer is refunded according to the policy and the cancellation stage

You will not earn for a cancelled booking. Partner-initiated cancellations may affect your metrics.

Refund process​

  • Refunds are triggered automatically based on the cancellation stage and your policy
  • Track refunds in Finance → Cancellation Refunds

Finance escalation​

For situations the automatic policy cannot resolve — a late paid cancellation, a payment complication, a partial-completion refund:

  1. Apply the reschedule/cancellation as far as you can
  2. Open a support case with the booking reference if there's a policy conflict or payment complexity
  3. Track the financial impact in Finance

Exceptions​

SituationWhat to do
Late paid cancellationRoute to operations approval via a support case before closing — do not unilaterally refund or retain
No-show by customerMark per policy; if non-refundable, you retain per settlement rules
No-show by professionalThe customer is entitled to a refund; reschedule if they prefer, and address the professional internally