A client wants to cancel on me and is requesting I waive the fee for them. What should I do?

There is no way I know of to waive the cancellation fee on our end, but if you call Rover support they will issue a refund to your client. HOWEVER, you set your own cancellation policy and they didn’t cancel before the deadline, so you have no obligation to refund them. Personally, I wouldn’t give a refund unless I was really interested in keeping them as a client. Even then I might only do a partial refund because they agree to your cancellation policy when they book with you.

Side note for RECURRING services only: these are refunded much more easily. You just don’t fill out the Rover card for the visit and the next week you’ll get an email from Rover asking you to confirm that you did not provide the services, which initiates a refund for that visit only)

Just refer them to Rover Customer Support. They are cancelling the booking, not you. It is their responsibility. Also, let Rover be the bad guy. Tell them you have no way to refund anything, which is true, and let Rover handle it.

I always discuss my cancellation policy with client when they book me the first time. This helps alleviate any issues like this.

I recently had this issue. Owner confirmed booking a month in advance to board but never made the effort to show up to a meet n greet til day before booking (im home 24/7 and let her know anytime was fine). I did not waive it when she decided our family was too noisy, as i fully disclosed i had 6 kids ahead of time. That being said, one of our clients got covid n had to cancel vacation, they received their full amount back wo question.

Stick to the cancellation policy you stated in your Rover Profile unless you feel like the clients reasons for cancelling was REALLY an emergency situation, but in this case it doesn't sound like it. And don't let people intimidate you making you feel less than them. There are lots of bullies out there to contend with, so remember this is a business and if you stick to business transactions things will go smoother and you will gain confidence in yourself. Good luck

When a client wants to cancel, always tell them they need to cancel the booking on their side or they need to call Rover because their contract is with Rover not with you, and only Rover can refund their money. I NEVER cancel on my side when the clients want to cancel a booking. It is their responsibility to handle it.