Cancellation Policy - Provider
Provider Cancellations
Policy Overview
Once a provider accepts an appointment, canceling disrupts the scheduling process and may impact future booking opportunities. Frequent cancellations reduce the number of appointment requests a provider receives and may lead to removal from the network.
How to Cancel an Appointment
If you must cancel, do so with as much notice as possible and always cancel through the Zeel app. Do not cancel directly with the client.
Steps to Cancel an Appointment
Open the confirmed appointment in the Zeel app.
Scroll to the bottom and tap Cancel.
Follow the on-screen prompts to complete the cancellation.
🔹 Note: Your cancellation rate will increase with each cancellation, which may affect your future booking opportunities.
Running Late? Do Not Cancel!
If you are running late:
Contact the client via the app with a realistic ETA.
Inform Zeel via in-app chat so we can assist if necessary.
Client Cancellations for In-Home Appointments
When a client cancels a booked appointment, the cancellation will appear in the Zeel Provider App. Providers must tap Confirm Cancellation to acknowledge it.
Client Cancellation Compensation
Clients may cancel up to 4 hours before the appointment start time without penalty. If the appointment was booked less than 4 hours in advance, they have a 10-minute grace period to cancel. After that, the provider will receive partial compensation.
Time Before Scheduled Appointment | Provider Compensation |
|---|---|
2–4 hours before start time | $20 |
1–2 hours before start time | $40 |
Less than 1 hour before OR no-show | $50 |
Additional Notes on Client Cancellations
No-Show Clients: If a client is unresponsive and does not show up for the appointment, you will be paid $50. You must wait at least 20 minutes before leaving.
Back-to-Back Appointments: If a client cancels a back-to-back appointment, providers will only receive the cancellation fee for the first appointment.
Incentive Bonuses: Providers will not receive any additional incentive bonus added to a canceled appointment.
Client Cancellations for Spa & Zeel@Work/Chair Appointments
If a Zeel Spa or Zeel@Work client cancels an appointment, it will appear in the Provider App and require acknowledgment, just like in-home cancellations.
Spa & Zeel@Work Cancellation Compensation
Time Before Scheduled Appointment | Provider Compensation |
|---|---|
More than 36 hours before | No compensation |
24–36 hours before | $50 or minimum guarantee (whichever is less) |
Less than 24 hours before | $100 or minimum guarantee (whichever is less) |
🔹 Note: Zeel Spa rack appointments (individual appointments up to 90 minutes) follow the same cancellation pay schedule as in-home appointments.
For any questions or further assistance, please reach out via the Zeel in-app chat.