The cooling-off period

A customer can cancel an agreement within 14 days of accepting it, from their own manage page, without giving a reason.

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What it is#

When a customer accepts an agreement, they have 14 days to change their mind and cancel it without giving a reason. The 14 days count from the day they accepted, and day 14 is included.

The customer does this themselves on their manage page. Each accepted agreement has one, and it stays in place after the cooling-off period ends, when it lets them give notice instead.

When to use it#

Most of the time you do nothing: the customer uses the link in their confirmation email. Use the steps below when a customer asks how to cancel, or has lost the email.

If the customer asks you to cancel it for them, you can end it yourself from the Agreement card instead.

How to do it#

  1. Open the customer's record and find the Agreement card.
  2. Press Email customer their own cancellation link. The customer is emailed the link to their manage page.
  3. To end it for them instead, press Cancel agreement. Inside the cooling-off period the dialog says the agreement ends straight away. Leave the email tick on to tell them, check the preview and the list under What ends on that date, then press Cancel agreement.

What your customer sees#

The confirmation email they get on accepting says they can cancel within 14 days, and links to their agreement page to do it.

The manage page is headed with your trading name and says when they accepted and the date their right to cancel runs until. During the cooling-off period it offers Cancel (cooling-off). They type Your full name, tick to confirm they want to cancel, and press Confirm cancellation.

Before the cancellation is recorded, the page asks them to press Email me a code and enter the six-digit code under Your code. The code lasts 15 minutes.

The page explains that work already done is still payable, and anything paid beyond that is refunded. Once cancelled, they see Your agreement is cancelled and get an email saying so.

After the 14 days, the same page offers Give notice to end for a rolling agreement. For a fixed term it explains when notice becomes possible.

The customer's own page also shows the cooling-off row under Your agreement, with Cancel your agreement while it lasts.

What happens next#

You are told at once when a customer cancels. The agreement ends straight away, and so does the work it covers. A property the agreement covers ends, and a service it covers at a property with other services ends on its own. Planned visits after the end date leave the diary and are listed in Missed visits and cancellations with the reason Agreement cancelled. Anything outside the agreement carries on. A customer left with no live property moves to Past customers.

The team member no longer sees the ended visits on their page.

Good to know#

  • The cooling-off period is fixed at 14 days and is part of the agreement text. It cannot be changed in the template.
  • The code goes to the email address on the customer's record, so the customer needs a working email address.
  • Automatic mode and self mode make no difference.

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