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, the sitter is emailed immediately.

  • Client email –

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

    • Leave it unselected and the email will send in the next daily batch, unless that visit’s confirmation emails are disabled.

  • Invoice update –

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

    • If the invoice was already paid, any credit becomes an unapplied balance ready for the client’s next bill.

  • 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 Request.

  • The visit’s status remains as it was and the client is not notified until the next routine confirmation email.