How can I cancel a booking directly in my Hero app?
Whilst the majority of treatments on Urban take place without a hitch, we want to make it as straight forward as possible in the unlikely event where you need to cancel a booking. When you receive and confirm a booking, you have the option to request a booking cancellation in your Hero app.
If a booking is over two hours away, you can submit a request form directly in the app. If a booking is in less than two hours, this button will open a live chat with customer support.
How it works
Once you receive and confirm a booking, you'll now see a new cancel booking button which allows you to submit a cancellation request form. Before you submit your request, you will have to input a reason for cancelling along with some supporting notes. You will also be reminded of the cancellation policy which still applies as usual.
After you submit your cancellation request, customer support will then review this request against the cancellation policy. This may take some time based on how far in advance your cancellation is and the number of requests that we've received. If your request is still pending, please trust that we're looking into this and that it will be resolved before the booking start time.
If your request is accepted, the booking status will change to cancelled by you and the customer booking will also be cancelled. Your client will then receive a notification through their app and an email apologising for this cancellation and encouraging them to rebook.
Here's a quick demo:
Key things to remember
- All cancellation requests will be reviewed against the hero cancellation policy and if applicable, you may incur charges. More on the policy here >
- Ensure that your diary and service areas are always up-to-date – by adding hours in, you’re letting your clients know that you’re free to honour any appointment you get booked for.
- Please remember that the more notice you provide, the more time your client has to rebook – where possible, try to give as much notice as you can so that we continue providing the best experience for our customers.
- This request form will only be available if the booking is more than two hours away or in an instance where live chat is unavailable. In all other cases, this button will open a live chat with customer support.