Provider Cancellations: Guidelines and Instructions

At Soothe, we kindly request that Providers communicate any cancellations for upcoming in-home appointments at least 2 hours prior to the scheduled start time. We understand that unexpected situations can arise, and you may need to cancel an appointment. If this happens, please inform our support team as soon as possible.

However, cancellations made within two hours of the appointment start time are considered late cancellations and may impact your reliability rating.

Cancellation Policy Highlights

• Providers can cancel up to three in-app appointments/shifts within a 90-day period.
• Provider-initiated cancellations reset automatically after 90 days. For example, if you receive a warning for late cancellations within a month, your cancellation status will rest internally after 90 days to ensure you are not further penalized.
• Your reliability rating plays a critical role in receiving appointment offers, as batches are prioritized based on ratings.
• Clients can view all activity related to their appointments, so we encourage you to only accept bookings you are certain you can fulfill.

Steps to Cancel an Appointment in the Provider App

1. Open the app menu and select the Appointment tab.
2. Locate the upcoming appointment you wish to cancel.
3. Tap Manage Appointment and select Cancel Appointment.
4. If in-app cancellations are still available, you'll be prompted to provide a reason for cancelling.
5. Complete the process by submitting your cancellation.

If in-app cancellations are no longer available, please Contact Us.

Additional Resources

For futher information regarding cancellations, please visit the following articles:

• In-home Cancellations
• Spa Staffing Cancellation
• Employee Wellness Cancellation
• Events Cancellation

We appreciate your professionalism and commitment to providing exceptional service. If you have any questions about cancellations, or reliability ratings, feel free to contact our support team.

Last updated 11.25.24