How do I add a cancellation policy?

If you charge pet parents for late cancellations, you can set up an automated cancellation policy for each service category you offer. You can even set multiple tiered policies for the same service category based on how close someone is to their scheduled appointment time when they decide to cancel.

To add or edit your cancellation policies, go to the Services & Pricing tab of your business Settings page, and tap the gear icon to the right of the category that you'd like to add your cancellation policy for.

On the Category Settings page, choose the Policies & Fees tab at the top, and from here, you can view and edit any existing cancellation policies that you already have or add new ones! 

⚠️ If you have multiple Service Categories, just make sure that you have the correct Category selected on the left side of the page before adding or changing your policies! 

To add a new policy, simply follow the "add another policy" button, and you'll see a screen pop up that will allow you to determine how you want your policy to work. Think of this as a mad lib of sorts and just fill in the blanks!

I set up my cancellation policy... Now what?

Pet parent canceling directly in-app

When a pet parent cancels through PetPocketbook within the window of your cancellation policy, they'll be notified that they'll incur a fee if they proceed to cancel. They can then decide to continue to cancel or just keep their appointment. If they continue to cancel, your cancellation fee would be added automatically to your draft invoice for that billing period. Prior to the invoice being sent out, you can still go to your draft to waive or change the fee, if you change your mind later on.

You canceling an appointment from the business portal

If you are marking an appointment as canceled on behalf of your client, you will also be prompted if the cancellation triggers your cancellation policy. As the business though, you'll have the ability to edit the cancellation fee before it gets added to your client's draft bill, or you can choose to waive it altogether. Prior to the invoice being sent out, you can still go to your draft to waive or change the fee, if you change your mind later on.