Learning Hub · Policies
Sickness Policy
What does this policy do?
The sickness policy gives your clients fairer cancellation terms when their pet is genuinely ill. Instead of the standard cancellation charges, sickness cancellations can use lower rates. You can also require a vet certificate and set exclusion periods before the pet can return to care.
How it overrides cancellation rules
When a client cancels and selects "sickness" as the reason, the system uses the sickness policy rules instead of the standard cancellation rules.
Sickness charge rules
Same structure as cancellation (days before + charge %) but typically with lower percentages
Vet certificate
Optionally require the client to provide a vet certificate to qualify for the reduced rates
Exclusion periods
Set how long a pet must stay away after illness: general sickness, kennel cough, or contagious conditions
Example sickness vs standard charges
Client cancels a booking 3 days before due to pet vomiting
Standard cancellation
Within 7 days → 50% charge
£125.00
Sickness policy
Within 7 days → 20% charge
£50.00
Client experience
Click each scenario to see the result and email preview
Client cancels citing sickness + vet cert required
The reduced sickness rates apply automatically. The client is prompted to upload their vet certificate. If they don't provide one, the standard cancellation charges may apply instead.
Sickness Cancellation — Reduced Charges Applied
to: client@example.com
We're sorry to hear Bella is unwell. Your booking has been cancelled with reduced sickness charges applied (20%, £50.00). Please upload a vet certificate to confirm. We hope Bella feels better soon!
Tips & best practices
Offering reduced sickness rates builds trust with clients — they appreciate the fairness.
Requiring a vet certificate deters misuse while still being compassionate.
Standard exclusion periods: 48 hours for general sickness, 14 days for kennel cough.
If this policy is inactive, all cancellations use the standard cancellation charges regardless of reason.
Learning Hub • Sickness Policy