Booking Changes, Cancellations & Problems

Bookings do not always go exactly as planned. When something changes, act early and keep the customer informed.

Customer Requests a Different Time

If a customer needs a different appointment time:

1. Review the requested time.

2. Check your or your technician's availability.

3. Update the booking if the new time is available.

4. Make sure the customer receives the updated information.

Repeat Bookings

A Repeat Booking contains multiple scheduled appointments.

If a change affects one appointment:

• Check the availability for that appointment.

• Handle the affected appointment separately.

• Do not assume that changing one appointment changes the others.

• Make sure the customer receives the correct updated information.

Technician Becomes Unavailable

If the assigned technician cannot complete the booking, check whether another suitable technician is available.

Do not assign someone who is unavailable or unable to provide the service.

If no suitable technician is available, follow the MaisonGo process and notify the customer as soon as possible.

Customer Cancels

When a customer cancels:

• Review the booking status.

• Stop any further work related to the appointment.

• Follow the applicable cancellation and payment process.

For a repeat booking, manage the affected appointment according to the applicable MaisonGo process.

Provider Needs to Cancel

If you cannot provide the service, act as early as possible.

Follow the MaisonGo cancellation process and make sure the customer is informed.

Something Is Wrong With the Booking

If the service, time, location, technician, or payment information looks incorrect, do not guess or make an unsupported manual change.

Check the booking details and contact MaisonGo support.

Quick Tip

Check → Act early → Update the booking → Keep the customer informed.