MoeGo lets you give pet parents the ability to cancel or reschedule their own upcoming appointments directly through the client portal — without calling or emailing your business.
Navigation
Go to the desktop > Online booking > Settings > Cancel & Reschedule.
📝 Note: You need access to Online Booking settings to configure this. To check or update staff roles, go to Settings > Staff > Roles & Permissions.
Step 1 — Write your cancellation policy
Enter your cancellation policy in the text field.
Once done, click on the Preview button to see what pet parents will see before they submit a request.
💡 Tip: Write your policy in plain language. Include any fees, deposit rules, or conditions pet parents should know before cancelling.
Step 2 — Choose how clients can cancel or reschedule
Under Allow clients to cancel or reschedule upcoming appointments via the client portal, select one of three options:
Option 1: Not allowed
Pet parents cannot cancel or reschedule through the portal.
They must contact your business directly.
Your cancellation policy text is still shown to them.
Option 2: Always allowed before check-in date
Pet parents can cancel or reschedule at any time before the check-in date, with no restrictions.
Option 3: Allowed by rules
You set a free cancel/reschedule window — a time threshold before the appointment's check-in date.
Requests outside the window go through automatically. Requests inside the window require staff review.
Step 3 — Configure your rules (if using "Allowed by rules")
Free cancel or reschedule
Enter the number of hours for your free window (e.g., 48 or 72).
Select the unit — hours or days.
This is the threshold before which pet parents can cancel or reschedule with no staff involvement.
Late cancel or reschedule
Choose what happens when a pet parent requests inside the window:
Not allowed, need to contact facility directly — the portal shows your cancellation policy and instructs the pet parent to contact you.
Submit cancel or reschedule request for manual review — the pet parent can submit a request. It appears in your notification panel for staff to review.
How "Allowed by rules" Works
Timing | What happens |
Outside the window (e.g., more than 72 hours before check-in) | The cancel or reschedule goes through immediately. No staff action needed. |
Inside the window (e.g., within 72 hours of check-in) | The pet parent can submit a request. Staff reviews and approves or dismisses it. |
📝 Note: The threshold is calculated from 12:00 am on the check-in date — not the check-in time.
For example, for an appointment on 06/15 at 10:00 am with a 48-hour window:
Free cancel/reschedule period: before 06/13 at 12:00 am
Late cancel/reschedule period: on or after 06/13 at 12:00 am
If you had an existing cancellation policy
Cancellation policy settings previously lived under the Payment settings page. They have moved to this dedicated Cancel & Reschedule page.
Here's what happened to your existing setup:
Your previous setup | What happened |
No active cancellation policy | No action needed. |
One active policy, or multiple policies with identical content | Migrated automatically. A banner will notify you of the change. No action needed. |
Multiple active policies with different content | You need to review and confirm before the feature becomes available. Look for the New badge in your navigation, visit the Cancel & Reschedule page, review the consolidated policy, and confirm. Until you do this, self-serve cancel and reschedule is treated as Not allowed for your account. |
Limitations
Appointments that have already checked in, or whose start date is today or in the past, cannot be cancelled or rescheduled through the portal. Pet parents will see your cancellation policy but no self-serve option.
When staff dismiss a request, no automated notification is sent to the pet parent. Their pending request status silently disappears. Staff are expected to follow up directly to communicate the outcome.