When you click Cancel (either on a single visit’s menu or after selecting several visits and choosing Cancel from the green bar) the portal walks you through what to do with the client charge and pet-sitter pay.

The choices you see come from Business Settings › Clients › Cancellation Options, so your list may differ from the examples below:

  • Keep all charges and pay – the client is billed in full, the sitter is paid in full.

  • Waive sitter pay – the client is still charged; sitter pay is set to $0.

  • Partial client charge / pay – e.g., keep 50 %, pay 0 %, or any custom option you’ve configured.

  • Remove all charges and pay – nothing is billed, nothing is paid.


Tip: Adjust your cancellation options first, then those exact options appear every time you cancel a visit.

What happens when you cancel

  • Sitter notification – if the visit was already assigned, a cancellation notification is sent according to the staff member’s communication preferences.

  • Client email –

    • If you select Send Cancellation Confirmation immediately the client’s “Service Cancellation” email goes out instantly.

    • Leave it unselected and eligible upcoming cancellations are included in the next daily batch, unless that visit’s confirmation emails are disabled.

    • When Send Cancellation Confirmation immediately is selected, you can enter an optional message to include in the client’s Cancellation Confirmation email. This is available when canceling one visit or multiple selected visits.

  • Invoice update –

    • If the visit is on an invoice, totals change right away.

    • If reducing an invoice leaves an overpayment, the excess can be applied to other open invoices or remain as an unapplied balance. This does not automatically refund the client’s payment.

  • Packages – canceling a packaged visit and choosing “Remove charges” puts the visit back into the client’s package balance.

Bulk vs. single visit cancel

  • Single visit – open the visit menu, choose Cancel, decide whether to email now and pick your charge/pay option.

  • Multiple visits – select the checkboxes you need, click Cancel on the green bar, and complete the same dialog. All selected visits use the same charge/pay choice.

Declining a client’s cancel request

If a client requested cancellation in the portal and you decide to keep the visit:

  • Open the visit’s menu (single visit only) and choose Clear Cancel/Change Request.

  • The visit’s status remains as it was. Clearing the request does not itself send a confirmation; send a manual confirmation or message if the client needs a response.