Client Cancel & Reschedule gives pet parents the ability to cancel or reschedule their upcoming appointments directly through the MoeGo client portal — without calling or messaging your business.
You control how much flexibility pet parents have. You can block self-serve entirely, allow it at any time, or set a policy window that automatically handles requests made in advance while routing last-minute requests to your staff for review.
Watch the video for a walkthrough:
What this feature does
Without this self-serve ability, every cancel and reschedule request required a phone call or message — staff had to stop what they were doing, collect information, check availability, and make changes manually.
Now, pet parents submit through the portal on their own schedule. Staff review and action requests on their own.
Who it's for
Role | What they can do |
Facility owner / admin | Configure the cancellation policy, set the free window, and choose how late requests are handled |
Staff | Receive notifications for incoming requests, review request details, and approve or dismiss |
Pet parents | Cancel or reschedule upcoming bookings through the client portal, subject to your policy |
Articles in this collection
👉 Set Up Your Cancel & Reschedule Policy 👈 — Configure your policy window and choose how requests are handled
👉 How to Review and Handle Cancel & Reschedule Requests 👈 — Receive, review, approve, and dismiss incoming requests from pet parents
👉 How Pet Parents Cancel or Reschedule a Booking 👈 — What pet parents see and do in the client portal
Limitations
Dismissing a request does not notify the pet parent. Staff must follow up directly.
Appointments that have started or already checked in cannot be cancelled or rescheduled through the portal.
When approving a reschedule, availability is checked at the moment of approval. A slot that was open when the request came in may no longer be available by the time staff reviews it.
Automated notifications after approval depend on whether the business has configured appointment update messages.
FAQ
Q: Does this feature apply to both grooming and boarding appointments?
A: Yes. Client Cancel & Reschedule is available for both grooming and boarding & daycare appointments.
Q: How is the free window calculated?
A: The threshold is calculated from 12:00 am on the check-in date — not the actual 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
This means the window can effectively be longer than the number of hours suggests, depending on when the appointment is scheduled during the day.
Q: What happens if a pet parent submits a request and I dismiss it — will they be notified?
A: No. When a request is dismissed, no automated notification is sent to the pet parent. Their pending request status will silently disappear on their end with no explanation. You are expected to follow up directly to communicate the outcome.
Q: What happens when I approve a reschedule but the dates are no longer available?
A: Availability is checked at the moment you approve — not when the request was submitted. If the target dates are no longer available, the approval will fail and you will see a prompt with next steps. You will need to follow up with the pet parent directly to find alternative dates.
Q: Will pet parents be notified when I approve their request?
A: It depends on your automated message settings. If your business has appointment update messages configured, a notification will be sent when a request is approved. If not, no message goes out automatically. Go to Settings > Messages to review what is set up.
Q: Which staff members receive notifications for incoming requests? A: Notifications are controlled by staff notification settings. Go to Settings > Staff > Notifications to check which staff members are set up to receive cancel and reschedule request alerts.
Q: Can pet parents reschedule to any date, or only available ones?
A: The client portal shows live availability when pet parents select new dates. Only dates with open spots are selectable — pet parents cannot request dates that have no availability.
Q: What happens to a pending booking — can pet parents cancel or reschedule it? A: Yes. If an appointment is still in pending status, pet parents can always cancel or reschedule directly from the portal, regardless of your policy settings. The Reschedule and Cancel request options are always available on a pending booking.
Q: I had an existing cancellation policy set up under Payments. What happened to it?
A: Cancellation policy settings have moved to the dedicated Cancel & Reschedule page under Online Booking. Most facilities are migrated automatically with no action needed.
If you had multiple active policies with different content, you will see a New badge in your navigation prompting you to review and confirm the consolidated policy. Until you complete this step, self-serve cancel and reschedule is treated as Not allowed for your account. See Set Up Your Cancel & Reschedule Policy 👈 for the full migration details.