> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mosaqo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancelling a request

> How to cancel a booking, what reasons to pick, and how refunds actually work today.

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

<Steps>
  <Step title="Open the request and click Cancel">
    Available on any request that isn't already In progress, Completed, or Cancelled.
  </Step>

  <Step title="Pick a reason">
    Unable to reach the guest, Schedule conflict, Guest requested cancellation, Service not available, or Other (requires a short note).
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Frame caption="Cancel request confirmation">
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/mosaqo/images/requests/cancel-request-modal.png" alt="Cancel a request" />
</Frame>

<Note>
  A request that's already **In progress** can't be cancelled directly — a provider has to [report an issue](/requests/request-lifecycle#needs-attention) first (moving it to Needs attention), and you can cancel from there.
</Note>

## Refunds

<Warning>
  **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.
</Warning>

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:

| Policy   | What the guest is told                                   |
| -------- | -------------------------------------------------------- |
| Flexible | Free cancellation up to 24 hours before the service      |
| Moderate | Full refund 24+ hours ahead, half refund inside 24 hours |
| Strict   | No 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.

## 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](/requests/request-lifecycle#duplicating-rebooking).