Manage a booking

Click any booking on the calendar to open its booking page at /app/calendar/booking/<id>.

Who can do this: everyone can view booking pages. Changing status, services, time or notes needs "Create / edit bookings" (every role except Staff by default). Create invoice needs "Create invoices, take payments" (Owner, Admin, Manager, Veterinarian, Front desk).

Change the status

The Status card shows progress from pending to completed, and the buttons for the next steps:

• From pending: Confirm, Check in, Start, Cancel, No-show.
• From confirmed: Check in, Start, Cancel, No-show.
• From checked in: Start, Complete, Cancel.
• From in progress: Complete, Cancel.
• Completed, cancelled and no-show bookings show Reopen.

Cancel and No-show ask you to confirm first. Check-in and check-out times are recorded automatically.

Once a pet is checked in, the card also has Mark ready for pick-up. It tells the pet parent their pet can be collected and shows Ready for pick-up since with the time.

Each status change queues the matching alert for the pet parent (confirmed, checked in, ready for pick-up, checked out) when that alert is switched on. See automatic alerts.

After a cancellation or no-show

• Fee prompt. If the booking was cancelled inside your free-cancellation window, or it is a no-show, and its services have a fee, you see "Charge the late cancellation fee of …?" or "Charge the no-show fee of …?". Click Charge fee to raise an invoice for it, or Waive. See charge no-show and late-cancellation fees.
• Deposit. A paid deposit goes towards the fee. If no fee applies, managers see "Refund the … deposit?" with Refund to wallet and Mark refund due.
• Waitlist. The freed slot is offered to the first matching person on the waitlist, and the booking shows "This slot was offered to the waitlist". Moving a booking frees its old time in the same way. See how the waitlist fills cancelled slots.

If you cancel from the calendar, the daycare board or a route, the confirmation message has a Review button that opens the booking for these steps.

Deposits

The Deposit panel is on the right.

1. 1Click Request deposit and choose Automatic amount or Custom amount.
2. 2While it is unpaid, use Copy pay link or Send on WhatsApp, or take the money yourself with Record payment at the counter. Cancel request withdraws it.
3. 3Once paid, the deposit comes off the invoice automatically when you raise it.

Refunding a paid deposit is for managers. The full guide is take a deposit to confirm bookings.

Requests from the pet parent

When a parent asks to move or cancel the booking from their link, a Requests from the pet parent card appears at the top of the page. Use Approve & move booking, Approve & cancel booking or Decline. Nothing changes until you answer. See handle reschedule and cancellation requests.

Reschedule

1. 1Click Move at the top of the booking page (or scroll to the Reschedule card).
2. 2Change the Date and Start time, or tap a Quick move button: −30 min, +30 min, +1 hour or Next day. The length stays the same. Stays have check-in and check-out fields instead, and quick moves shift both.
3. 3Change Staff or Room if needed. The person and room currently on the booking are always in the list, even if they aren't normally bookable in this branch, so saving never unassigns them by accident.
4. 4Tick Allow double booking if the staff member is already busy, then click Move booking.

On a computer you can also drag a booking in the day view to another time or another staff member's column. It keeps its length and saves straight away.

Edit services and notes

1. 1Open Edit services under the services table.
2. 2Use the − and + buttons to change quantities, the bin to remove a line, or Add a service… and Add.
3. 3Check New estimate, then click Save services.

The Services table shows each line's normal price struck through with a note, such as "Festive peak +20%" or "Multi-pet -10%", when the price was adjusted. Editing the services prices the lines again with the pricing rules active at that moment.

Update Notes or Internal notes and click Save notes.

Invoice and messages

• Create invoice starts an invoice for this booking. Once one exists, the button changes to View invoice.
• The WhatsApp card has one button per active template, for example the confirmation, the reminder and ready for pick-up. Each opens WhatsApp with the message ready. You still press send in WhatsApp. The message is also added to Alerts & history, which lists the automatic alerts for this booking too, with their status. Alerts still waiting can be sent with one tap from the Outbox.
• The Check-in code card shows the booking's 6-character code and QR, with Print and Open in Scan. See QR drop-off and pick-up.
• Grooming bookings have a Before & after card for photos and the groomer's notes. See before & after photos and style history.
• Boarding bookings have a Stay sheet button.

Good to know

• Drag-and-drop needs a mouse or trackpad, so it's only switched on there. On phones and tablets, tap the booking to open it, then tap Move.
• You can't drag completed, cancelled or no-show bookings, or stays in the "Stays & all-day" strip.
• If a drag clashes with another booking, it's refused. Use the Reschedule card with Allow double booking instead.
• Edit services is hidden once the booking has an invoice. Anyone with "Create / edit bookings" can edit services; the lines are replaced in one step, so nothing gets duplicated.
• Bookings go from pending to confirmed, never back to pending.
• Rescheduling a boarding stay resets per-night services to the new number of nights.
• A booking can only have one invoice, so a booking that was already invoiced can't be charged a cancellation fee.
• Mark ready for pick-up only works once the pet is checked in.

Tip: WhatsApp buttons appear only if the customer has a phone number. Template wording is managed in Settings → Messaging.