Skip to content

Handle reschedule and cancellation requests from parents

Where requests from the parent link show up, how to approve or decline them, what happens on a clash, and how to tell the parent.

Updated 2026-10-03

Parents can ask to move or cancel a pending or confirmed booking from their link. Nothing changes until someone on your team approves it.

Who can do this: roles with "Create / edit bookings". By default that's Owner, Admin, Manager, Veterinarian, Groomer, Caretaker and Front desk. Roles that can only view the calendar see the requests but not the buttons.

Where requests show up

  • A notification: "Reschedule request" or "Cancellation request". Click it to open the booking.
  • A yellow banner at the top of the calendar: Parent requests: 2 waiting for a reply. Click it to open the first one. The banner follows the branch you have selected.
  • An amber dot on the booking in the day, week and month views. In the list view the word Request sits next to the status.

Answer a reschedule request

  1. 1Open the booking. The Requests from the pet parent card is at the top.
  2. 2Read the Preferred time (shown in your business's timezone) and the parent's note.
  3. 3Click Approve & move booking. The booking moves to that time. Its length, staff member and room stay the same.
  4. 4If that time doesn't suit, click Pick another time, choose a date and start time, then click Approve & move booking.
  5. 5To refuse, click Decline. The booking stays where it is.

If there's a clash

When the staff member is already booked, or the room is full, the booking is not moved. You'll see the reason in red and the date and time boxes open. Pick another time and approve again, or decline.

To change the staff member or allow a double booking, use the Reschedule card further down the page first, then come back and click Decline or approve the new time.

Answer a cancellation request

  1. 1Open the booking and find the Requests from the pet parent card.
  2. 2Click Approve & cancel booking to cancel the booking, or Decline to keep it.

Tell the parent

After you approve or decline, a green Tell the parent on WhatsApp button appears on the request. It opens WhatsApp with a short message already written (the new time, or that the booking stays as it was). Press send in WhatsApp. The message is recorded under Alerts & history on the booking.

A request is not answered automatically. Until you approve or decline, the parent sees "waiting for a reply" on their link and can't send another request for that booking.

Good to know

  • Parents can only send a request for bookings that are pending or confirmed. After check-in they're asked to call you.
  • Each booking can have one waiting request at a time.
  • Answered requests stay on the card, so you can see who asked for what.
  • See Check-in forms, signatures and change requests for the parent's side.