Purpose

Help prevent Late Cancellations (< 48 business hours notice) whenever possible — and ensure that any unavoidable Late Cancellations are processed correctly:

✅ Clients often do not realize the impact of late cancels → gaps in the schedule + loss of income for Cleaning Technicians
✅ Staff should always first attempt to save the appointment — alternatives are often possible
✅ If late cancel happens, the $100 Late Cancellation Fee applies
✅ If client threatens to cancel service, you may offer a One-Time Late Cancellation Pass — follow strict process
✅ Clients must submit the Reschedule / Skip / Cancel Form (required — not optional)
✅ Proper Slack post required → ensures Scheduling Team can monitor and finalize
✅ Scheduling Team will send email confirmation once processed

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If Client Calls or Emails to Cancel WITHIN 48 Business Hours of Appointment:

Script:

“I completely understand — I’m so sorry to hear that!

I do want to let you know that since your appointment is within the next 48 business hours, a $100 Late Cancellation Fee would apply in this case.

We do everything we can to avoid this — would there be any way to keep your appointment, or adjust your arrival window if needed, to help avoid the fee?”

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Alternatives to Offer — Try to Save the Appointment:

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🤒 SICKNESS / ILLNESS:

“We can absolutely work with you — many of our clients choose to have us focus on sanitizing high-touch surfaces (kitchen, bathrooms, floors) while you stay in another area of the home.

Would that help — or would you still like to cancel?”

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🛠️ HOUSE NOT READY (too cluttered / busy / construction):

“We completely understand — life gets busy!

We also offer a Pre-Clean Tidy / Prep service for a flat fee, where our team can arrive early and help pick up toys, clothes, floors, load the dishwasher — that way your cleaning can still happen as scheduled.

Would you like me to add that so you don’t have to cancel?”

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✈️ OUT OF TOWN / TRAVEL:

“That’s no problem — would you like to keep the appointment as scheduled so your home is fresh when you return? Many clients choose that option so they don’t come home to a dusty house.

Or would you like me to move it to a better day after you return? (If we move it now < 48 hours, the Late Cancellation Fee would still apply.)”

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If Client Still Chooses to Cancel:

Script:

“Of course — I’ll go ahead and process that for you.

Since it is within the next 48 business hours, the $100 Late Cancellation Fee will be applied.

I will send you our Reschedule / Skip / Cancel Form now — this is required so we can document the change properly and avoid any confusion.

You’ll just need to complete that today — once that’s submitted, we’ll finalize the cancellation of this appointment.

Thank you again — we hope to see you back soon!”

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If Client Threatens to Cancel Service Over the Fee:

Script:

“Of course — we truly value your business and I don’t want this to cause you to cancel your service.

I can offer you a One-Time Late Cancellation Pass to waive the fee today as a courtesy — we are only able to do this once per client.

Please know we won’t be able to waive this fee again in the future, and I’ll need to document this in your account.

Would you like me to apply the one-time pass and proceed with your cancellation for today?”

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Important Internal Notes:

✅ ONLY offer the Late Cancellation Pass if client is actively threatening to cancel service over the fee.
✅ Do not offer the Pass for normal late cancels where client accepts the fee.

✅ You must first check if the client already has a Late Cancellation Pass tag:

• If they already have the tag → you cannot offer the Pass again.

• If they do not have the tag → you may proceed.

✅ Follow the process for applying the One-Time Cancellation Pass — see Private: Late Cancellation Free Pass article for full steps.
→ There are specific instructions you must follow (tagging, notes, and email to client).

✅ Always document in your Slack post that a One-Time Late Cancellation Pass was used:

[Date] — Client [Client Name] requested to cancel WITHIN 48 business hours. Job moved to Not Scheduled. One-Time Late Cancellation Pass used. Reschedule/Skip/Cancel Form sent. Scheduling Team — please monitor.

✅ Scheduling Team → proceed as normal once the form is received → confirm cancellation via email to client.

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Final Steps:

✅ Move job to Not Scheduled in MaidCentral
✅ Send Reschedule / Skip / Cancel Form to client (required — not optional — for ALL Late Cancellations)

✅ Post update in #schedule-updates Slack channel:

[Date] — Client [Client Name] requested to cancel WITHIN 48 business hours. Job moved to Not Scheduled. Reschedule/Skip/Cancel Form sent. Scheduling Team — please monitor.

✅ Immediate