Plans change. Clients cancel, dates move, and sometimes money needs to go back. This release takes the pain from those moments, with clear policies that protect your time and self-serve options for your clients.

👉 Set up your policy now under Settings → Cancellations & Rescheduling.

Cancellation Policies

Set a cancellation policy per service with tiered windows, like free with 48+ hours notice, 50% within 48, 100% within 24. Cancel from the business side or let clients cancel visits themselves from the portal and see the fee before they confirm, so the policy does the talking.

You can adjust or waive any fee, cancelled visits come off your calendar and your staff's schedules automatically, and recurring services follow the same rule: stop anytime, only visits inside the window carry a fee.

Rescheduling Requests

Clients can now request to reschedule from the portal instead of texting you. The request lands in the new Requests inbox with the exact change laid out, and approving it updates your calendar, the client's view, and the invoice in one go.

They can also update pets on a booking or move a whole recurring week in one request, and if you turn on auto-approve, changes that fit your availability apply instantly.

Client Credits

Every client now has an account credit balance that Scritches tracks for you. Overpayments become credit automatically, goodwill credit takes two clicks, and it all applies itself to the client's next invoice.

Every movement is logged in plain language on the client's profile, and clients see their balance in the portal too.

Refunds

Refund any payment right from the invoice, full or partial, card or cash or Venmo. A guided flow picks the amount, reason, and destination (back to their card, or onto their account as credit), and can reduce the invoice in the same step with a live preview before you confirm.

Refunds made from your Stripe Express dashboard now sync back into Scritches automatically.

Also in this release

View your portal as a client. Preview your portal exactly as clients see it, or demo it with your test client.

Find my portal. Clients who lose their link can enter their email at app.scritches.io/portal and get it sent to them.

Faster pet & client profiles. Pet profiles rebuilt, and adding pets or clients now opens instantly from anywhere in the app.

Arrival & departure availability on your public calendar. Overnight bookings now display partial availability for arrival and departure days.

Vaccine batch upload. Drop in multiple vaccine documents at once and tag each file with one or more vaccines.

Intake form preview. Step through your intake form exactly as a client would, with nothing enforced and nothing submitted.

Performance and bug fixes across the calendar, invoicing, and booking flows.

This update rounds out a core part of running a pet care business: what happens when plans change. Policies, refunds, credits, and reschedules used to mean manual work. Now they're just part of Scritches, another step toward running your entire business in one place, with less of it on your plate.

As always, if you have feedback or ideas, I'd love to hear them.

Happy scritching! ✌️