Pet parents can cancel or reschedule upcoming appointments directly through the MoeGo client portal — without needing to call or message your business. What they can do depends on the cancel and reschedule policy your business has configured.
Pending appointments
If an appointment is still pending confirmation, pet parents can always cancel or reschedule directly from the portal — regardless of your business's policy settings. The Reschedule and Cancel request options are always available on a pending booking.
Upcoming confirmed appointments
For confirmed upcoming appointments, what the pet parent sees depends on your policy:
Not allowed
Cancellation policy text only.
A message tells them to contact the facility directly.
No cancel or reschedule button.
Always allowed before check-in date
Reschedule and Cancel appointment buttons.
Cancellation policy is shown with a View details link.
Allowed by rules — outside the free window
Reschedule and Cancel appointment buttons.
Request goes through immediately with no staff review needed.
Allowed by rules — inside the late window
Reschedule and Cancel appointment buttons.
Request is submitted for staff review.
Appointments that have started or already checked in
If the appointment's start date is today or in the past, pet parents cannot cancel or reschedule through the portal. The cancellation policy is shown, but no cancel or reschedule option is available.
How to cancel a booking
Open the booking in the client portal.
Tap Cancel appointment.
Review the cancellation confirmation. The pop-up shows what will happen to any prepayment, deposit, or pre-authorized amount.
Tap Cancel appointment to confirm.
Request goes through immediately with no staff review needed:
Request needs to be submitted for staff review:
How to reschedule a booking
Open the booking in the client portal.
Tap Reschedule.
Select a new check-in date. The calendar shows live availability — only dates with open spots are selectable.
Select a new check-out date.
Review the updated booking details — length of stay, guest pet, and estimated price.
Tap Confirm to submit.
Request goes through immediately with no staff review needed:
Request needs to be submitted for staff review:
After submitting a request
If the request goes through immediately
The booking is updated right away. Any automated appointment messages your business has set up will be sent based on your business's message settings.
If the request is sent for staff review
The booking stays as-is until staff approve or dismiss the request. Once the facility reviews the request:
If approved, the booking is updated. Pet parents may receive a notification depending on your business's automated message settings.
If dismissed, the pending status on the booking card will disappear. The pet parent will not receive an automated notification.
⚠️ Important: There is currently no automated notification sent to pet parents when a request is dismissed. It is recommended to have the staff directly contact the pet parents regarding the review outcome.
Limitations
Appointments that have started or already checked in cannot be cancelled or rescheduled through the portal.
Pet parents cannot modify the service, add-ons, or guest pets when rescheduling — only the dates.
Automated notifications after approval depend on whether the business has set up appointment update messages. Not all businesses have this configured.