Cancelling a one-off appointment
🚨 Appointment cancellations are on
e 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.
Go to your appointments section, select the relevant booking, and click on "Cancel".
Choose the appropriate cancellation reason from the list.
Write a short explanation (at least 20 characters), as this message will be sent to the client;
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.
Important reminders
🔹 Frequent cancellations can negatively impact customer satisfaction and your Wecasa pro score, which may reduce the number of proposals you receive.
🔹 Always prioritize rescheduling over cancellation whenever possible.
🔹 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.
By following these steps, you can manage cancellations professionally while maintaining a good relationship with your clients! 😊
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 Canceled 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.