Learning Hub · Policies

Sickness Policy

Reduced cancellation charges when a pet is unwell

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

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