How to Cancel or Reschedule
How to Cancel or Reschedule
Category: Clients Reading time: 3 min
Things come up. If you need to cancel or move your appointment, here's how to do it — and what to know about timing, deposits, and the shop's cancellation policy.
The Most Important Thing: Contact the Shop Early
Groomera doesn't have a self-serve cancel or reschedule button for clients. To change your appointment, contact the shop directly using the information in your confirmation email.
The earlier you reach out, the better — for you and for the shop. Cancelling with enough notice means the shop can fill your slot with another client, and it means you're more likely to get your deposit back (if one was taken) and avoid a cancellation fee.
How to Find the Shop's Contact Information
Your booking confirmation email includes the shop's phone number, email address, and their contact details. Check that email first.
You can also find their contact information on their storefront page at groomera.com/[zipcode]/shopname.
The Shop's Cancellation Policy
Every shop sets its own cancellation policy. It's included in your confirmation email and is displayed on the shop's storefront page.
Most shops have a policy along these lines:
- Cancellations with 24–48 hours' notice: No fee, deposit refunded
- Cancellations within 24 hours: Deposit forfeited or a cancellation fee applies
- No-shows (no contact at all): Full fee or deposit lost
Read the policy in your confirmation email so you know where you stand before you reach out.
💡 When in doubt, contact the shop anyway. Most shops are understanding if you communicate promptly and honestly. The businesses that charge fees or forfeit deposits are generally doing so for repeat offenders, not first-time situations.
How to Cancel
- Find the shop's contact information in your confirmation email
- Call, text, or email them with:
- Your name - Your pet's name - Your appointment date and time - That you need to cancel (and why, if you'd like — not required)
- The shop will cancel the booking on their end and confirm with you
That's it. You don't need to do anything in Groomera — only the shop can update booking status from their dashboard.
How to Reschedule
Rescheduling works the same way — contact the shop directly and ask to move your appointment to a new date and time.
Have a few options in mind before you call or message, so the conversation is quick. The shop will check their availability and confirm a new slot with you.
Once rescheduled, you'll receive a new confirmation email with the updated details.
Deposits and Refunds
If you paid a deposit at the time of booking:
- Cancellation within the policy window (e.g., 24–48 hours' notice): The shop should refund your deposit. Refunds typically take 5–10 business days to appear on your card, depending on your bank.
- Cancellation outside the policy window (last-minute or no-show): The deposit may be forfeited per the shop's policy.
- Rescheduling: Most shops apply your deposit to the new appointment rather than refunding it. Confirm this with the shop when you reschedule.
If you believe a refund was owed but hasn't appeared after 10 business days, follow up with the shop first — they can check the status of the Stripe refund on their end.
If You're Running Late
If you're running late for your appointment — even by 10 or 15 minutes — contact the shop and let them know. A quick message goes a long way.
Depending on how late you are and what else is scheduled, the shop may:
- Hold the appointment and fit you in when you arrive
- Ask you to reschedule if the delay is too long to accommodate
- Count it as a no-show if they can't reach you and you don't arrive
A quick heads-up prevents any of those situations from becoming awkward.
Frequently Asked Questions
Q: I need to cancel but I can't reach the shop. What do I do?
Try all their contact methods — phone, email, and any messaging they have listed. If you genuinely can't reach them before your appointment, send a message through every channel available and keep a record that you tried. This protects you if there's a later question about the cancellation.
Q: I cancelled in time but haven't received my deposit refund.
Refunds through Stripe take 5–10 business days depending on your bank. If it's been longer than that, contact the shop to confirm the refund was processed on their end. If they confirm it was issued and it still hasn't appeared, contact your bank.
Q: The shop cancelled on me. Will I get a full refund?
Yes — if a shop cancels your appointment, any deposit or payment you made should be fully refunded. If it isn't, contact the shop directly. If you're unable to resolve it, contact your bank to dispute the charge.
Q: Can I reschedule to a different specialist?
Yes — just mention that when you contact the shop. They can reassign the booking to a different specialist and find a time that works.
Q: Is there a cancellation form or link I can use instead of calling?
Not currently. Cancellations and rescheduling are handled directly between you and the shop. There's no self-serve link in your confirmation email or reminder — contact the shop using the information provided.
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