Clients can ask to cancel any upcoming visit from their Schedule. By default, same-day visits are not eligible—unless you enable Allow Clients to Request Cancellation the Day of a Visit under Business Settings › Clients. A request is only a request; you decide whether to approve it and what fees (if any) apply.
Important: If the visit is still in Requested status (not yet assigned), the client’s “Cancel” action simply deletes the visit—no request appears. Cancellation requests only occur once you have moved the visit out of Requested (Assigned, Accepted, etc.).
How clients place a request
On their Schedule, they tick the visit they want to cancel.
Tap Cancel in the toolbar.
In the pop-up, they can add optional notes. Your set Cancellation Policy (Business Settings › Clients) is displayed along with the warning:
“Cancellation is not official until reviewed and confirmed by [Your Company].”
Tap Request.
The visit now carries a red “Cancel Requested” flag on both their calendar and the Master Schedule. An alert is also emailed to the Portal Email Address.
How you respond
From Schedule › Master Schedule:
Checkmark the visit(s) or open the visit’s action menu and choose Cancel. The charge-and-pay options you see are driven by Cancellation Options in Business Settings › Clients.
If the visit should go ahead, open the visit’s action menu and choose Clear Cancel Request or edit the visit, tick Clear Request on Save, and save.