Provider Cancellations: Guidelines and Instructions

Provider Cancellation Guidelines

At Soothe, we understand that unexpected situations may arise. To help ensure a smooth experience for both clients and providers, please review the following cancellation guidelines:

📅 Standard In-home & Hospitality Appointments
• Providers must cancel in-home appointments at least 2 hours before the scheduled start time.

🏢 Employee Wellness, Events & Spa Appointments
• Cancellations require at least 24 hours’ notice.

🔄 Cancellation Limits
• Providers may cancel up to 3 appointments/shifts in-app within a rolling 90-day period.
• Your cancellation count resets automatically after 90 days.
• Example: If you cancel an appointment on March 1st, that cancellation will no longer count against your limit after May 30th.

⚖️ Reliability Rating
• Frequent or late cancellations may affect your reliability rating, which plays an important role in receiving appointment offers.
• Clients can see all activity related to their bookings, so only accept appointments you’re confident you can fulfill.

✅ How to Cancel an Appointment
1. Open the menu in the Provider App and select the Appointments tab.
2. Locate the appointment you want to cancel.
3. Tap Manage Appointment > Cancel Appointment.
4. If in-app cancellations are available, you’ll be prompted to provide a reason and submit.
5. If in-app cancellations are no longer available, please Contact Us.

📚 Additional Resources
• In-Home Cancellations
• Spa Staffing Cancellations
• Employee Wellness Cancellations
• Events Cancellations

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💡 Reminder: Your professionalism and reliability are key to building client trust and receiving more appointment offers. If you have any questions about cancellations or your reliability rating, please reach out to the Soothe Pro Support Team through the app.