Learning Hub · Home Visits

Home Visits Sickness Policy

Reduced cancellation charges when the pet is unwell

What does this policy do?

When a client cancels a Home Visit because their pet is ill, the standard cancellation charges can feel harsh. This policy lets you offer reduced rates specifically for sickness cancellations. It kicks in only when the client selects "Pet sickness / illness" as the cancellation reason. If you leave it blank, visits fall back to your shared Boarding sickness rules.

How sickness overrides standard cancellation

When a client cancels a visit window and picks the sickness reason, the system uses this policy's tiers instead of the standard cancellation tiers. You can optionally require a vet certificate — without it, the client can be re-charged the standard rate.

Sickness tiers

Same days/percent structure as the standard cancellation policy, but typically much lower percentages.

Vet certificate

Optionally require proof — the client is prompted to upload a certificate to qualify for the reduced rate.

Per-window application

Sickness applies to each cancelled window individually — the client can keep the 18:00 visit if the pet recovers by dinnertime.

Example: sickness vs standard on the same window

Client cancels a 09:00–10:00 visit at 07:00 same morning citing pet vomiting

Standard cancellation

Same-day → 100% charge

£15.00

Sickness policy

Same-day → 25% charge

£3.75

Client experience

Click each scenario to see the result and email preview

Client cancels the morning visit citing sickness + vet cert required

The reduced sickness rate applies automatically. The client is prompted to upload a vet certificate. If they don't provide one within the required window, the standard cancellation rate may be re-applied.

Sickness Cancellation — Reduced Charges Applied

to: client@example.com

We're sorry to hear Milo is unwell. Your Home Visit (09:00–10:00) has been cancelled with reduced sickness charges applied (25%, £3.75). Please upload a vet certificate to confirm. We hope Milo feels better soon.

Tips & best practices

Reduced sickness rates feel fair to clients — they cancel through the system instead of ghosting.

Requiring a vet certificate deters misuse without punishing genuine cases.

Keep your sickness tiers roughly a quarter of the standard cancellation percentages — enough to cover drive-out costs on any last-minute change.

If this policy is inactive, all visit cancellations use the standard cancellation charges regardless of reason.

Learning Hub • Home Visits Sickness Policy

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