Cancelling a one-off appointment
🚨 Appointment cancellations are one of the main sources of customer dissatisfaction. When you accept a booking, you commit to honoring the appointment, as stated in Article 11.3 of the Wecasa General Conditions of Use (GCU).
However, we understand that unforeseen situations can arise, such as illness, transport issues, or personal emergencies. If you need to cancel an appointment, please make sure it remains an exceptional occurrence.
What to do if you need to cancel a one-off appointment?
1️⃣ Contact your client first via the Wecasa messaging system.
Explain the situation and, if possible, offer to reschedule the appointment.
If the client agrees to reschedule, you can directly change the date or time in your app.
2️⃣ If rescheduling is not possible, cancel the appointment from your app. If the system indicates that it's not possible to cancel the appointment, check your active appointments list to ensure the session is correctly displayed. If the issue persists, contact Wecasa support for assistance.
If a client does not respond to a rescheduling request, the appointment remains at the originally scheduled time. Additionally, when proposing a new time, use the counter-proposal feature in the app to formalize the rescheduling process.
1️⃣ Go to your appointments section, select the relevant booking, and click on "Cancel".
2️⃣ Choose the appropriate cancellation reason from the list.
3️⃣ Write a short explanation (at least 20 characters), as this message will be sent to the client
If the client is absent at the appointment location, use the "I have an issue" feature in the app and select "the client isn't here." This will notify the client via SMS and email.
Cancelling a regular appointment
For regular cleaning services, cancellations should be handled with extra care to avoid disrupting your client’s routine.
If the cancellation is at the client’s request:
If they want to switch to another Wecasa pro, they must request the change through their app.
If they want to stop all regular sessions, they can cancel their appointments directly in their app.
If the cancellation is at your request:
If you are no longer available for your scheduled cleaning appointments, we recommend trying to reschedule with your client first:
✔ Discuss alternative options with the client to find a different day or time that works for both of you.
✔ If the client agrees to reschedule, contact Wecasa via chat or email, and we will adjust the appointments for you.
✔ If no rescheduling is possible, you will need to cancel all upcoming sessions from your app. In cases of widespread emergencies that require the cancellation of multiple appointments, inform all affected clients directly to maintain clear communication. Use the app to manage these cancellations efficiently.
Ensure that cancellations are made at least 24 hours in advance whenever possible to minimize disruptions.
Important reminders
🔹 Frequent cancellations can negatively impact customer satisfaction and your Wecasa pro score, which may reduce the number of proposals you receive.
Additionally, do not travel to an appointment without explicit client confirmation to avoid unnecessary disruptions.
🔹 Always prioritize rescheduling over cancellation whenever possible.
Use the counter-proposal feature in the app to formalize rescheduling proposals and ensure clarity.
🔹 Do not ask the client to cancel the appointment on your behalf. If you need to cancel, it must be done from your own account.
🔹 If a client cancels last-minute despite prior confirmations, Wecasa compensates professionals for incurred travel expenses, in accordance with company policy. Compensation amounts may vary.
To qualify for compensation in case of a no-show, you must wait at least 30 minutes on-site and use the "le client est absent" feature in the app.
By following these steps, you can manage cancellations professionally while maintaining a good relationship with your clients! 😊
Handling Unresponsive Clients
Before the Appointment
Send a message in the app and follow up with a phone call if necessary.
If the client remains unresponsive, consider canceling the session and notifying the client through the app.
At the Appointment Location
Use the "I have an issue" feature and select "the client isn't home." This sends an SMS and email to the client.
Wait at least 30 minutes on-site to allow the client time to respond. If they do not show up, cancellation fees will be applied.
Additional Notes
If a client frequently cancels and doesn’t respond, you can either attend the next scheduled appointment or cancel upcoming sessions if the situation is unsuitable. Ensure cancellations are made more than 24 hours in advance.
If a counter-proposal is unaccepted, it isn’t confirmed, and you may accept other bookings for the same time slot.
Troubleshooting Cancellation Issues
If the system indicates it's not possible to cancel an appointment, verify the active appointments list to ensure no sessions remain. Should the issue persist, contact Wecasa support for assistance.
Mistakenly Cancelled Sessions
If you accidentally cancel a completed session instead of upcoming ones, provide session details to Wecasa support.
They can reinstate the session and assist with adjusting affected appointments.