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Only you (the property manager) can cancel a request — it’s not something providers or guests can do from their side.
1

Open the request and click Cancel

Available on any request that isn’t already In progress, Completed, or Cancelled.
2

Pick a reason

Unable to reach the guest, Schedule conflict, Guest requested cancellation, Service not available, or Other (requires a short note).
3

Confirm

You’ll see exactly what’s about to happen — which service, guest, date, and a note that assigned providers and the guest will both be notified. Click Cancel request to finish, or Keep it to back out.
Cancel a request
A request that’s already In progress can’t be cancelled directly — a provider has to report an issue first (moving it to Needs attention), and you can cancel from there.

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Refunds

Mosaqo doesn’t process refunds. Cancelling a request does not touch payment status or move any money — everything is cash-based today, so any refund is a conversation and a cash handoff between you and the guest, entirely outside the app.
Each service has a cancellation policy (Flexible / Moderate / Strict) that’s shown to the guest when they book and in their confirmation email — it sets expectations, but Mosaqo doesn’t enforce it or calculate a refund amount for you:
PolicyWhat the guest is told
FlexibleFree cancellation up to 24 hours before the service
ModerateFull refund 24+ hours ahead, half refund inside 24 hours
StrictNo refunds after booking
Use this as your own guide when deciding what (if anything) to refund in cash — Mosaqo won’t calculate or apply it for you.

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After cancelling

If you want to rebook the same details with a new date/time, wait until the request shows as Cancelled, then use Duplicate rather than re-entering everything from scratch — see Request lifecycle → Duplicating.