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Cancellation Policy

Provider Knowledge BaseAccount Basics

Cancellation Policy

Cancellation by the Provider

Once you accept an appointment, cancelling it requires Zeel to begin the request process over again, and finding another therapist is not guaranteed. Please only reply to and accept appointments you can fully commit to. 

Frequent cancellations limit our ability to book you with confidence and will reduce the number of requests you receive. Recurrent cancellations will result in removal from the network. If you must cancel an appointment, please do so with as much notice as possible, and always cancel through the app, rather than directly with the client.

If you have to cancel:

  1. Open the confirmed appointment.

  2. Scroll to bottom of appointment and tap Cancel

  3. Complete cancellation steps as prompted on the screen. Note that your cancellation rate will increase.

Running late to an appointment? Don't cancel! Contact your client via the app with a realistic ETA, and let Zeel know via in-app chat, so we can assist if necessary.

In-Home Client Cancellation

If a client cancels an appointment you’re booked on, it will pop up in your Provider App. You must tap the Confirm Cancellation button to acknowledge the cancellation. 

Clients can cancel an appointment up to 4 hours before the start time without penalty. If an appointment is booked less than 4 hours in advance, they still have a 10 minute grace period in which to cancel. After that, the provider will be partially compensated as a courtesy. 

Client cancellation pay schedule:

  • Client cancels 2–4 hours before appointment start time: Provider is paid $20

  • Client cancels 1–2 hours before start time: Provider is paid $40

  • Client cancels less than 1 hr before start time: Provider is paid $50

Additional notes on client cancellations:

  • If you arrive at an appointment and the client isn’t there and is unresponsive to contact attempts, you will be paid $50. Note that you must wait at least 20 minutes to be paid.

  • If you are booked on a back-to-back appointment and the client cancels, you will be paid the cancellation fee for the first appointment only.

  • Providers will not be paid any incentive bonus that has been added to an appointment if that appointment is canceled.

Spa & Zeel@Work/Chair Appointment Cancellation

If a Zeel Spa or Zeel@Work client cancels an appointment you’re booked on, it will appear in the app and require your acknowledgement, as with in-home cancellations. 

Zeel@Work, chair event, and spa block cancellation pay schedule:

  • Client cancels more than 36 hours before start time: Provider does not receive cancellation pay

  • Client cancels 24–36 hours before start time: Provider is paid $50 or minimum guarantee, whichever is less

  • Client cancels less than 24 hours before start time: Provider is paid $100 or minimum guarantee, whichever is less

Note that Zeel Spa rack appointments (individual appointments up to 90 minutes) follow the same cancellation pay schedule as in-home appointments. See above for details.