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.
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.
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.
By following these steps, you can manage cancellations professionally while maintaining a good relationship with your clients! 😊