Send one clear request identifying the booking, the change you want and any timing constraint. Then check the confirmed outcome. Sending a message, closing the app or changing your plans at home does not by itself establish that the appointment has been cancelled or moved.
A useful request lets support answer a specific question. “Please move this booking to one of these two dates” is clearer than “Today is difficult,” especially if your household has several pets or appointments.
Identify the existing appointment
Include the booking reference, pet's name, current date and time, and the contact number used to book when needed to locate it. Use the support route in the app or Woofly's contact page. Keep follow-up messages attached to the same booking wherever possible.
Say whether you want cancellation, rescheduling, a location change or a different service. If more than one detail needs changing, list each one. Do not create another booking as a workaround unless you understand what will happen to the original appointment.
| Request | Information to provide |
|---|---|
| Cancel | The booking to cancel and a request for confirmation of its status. |
| Move the time | The original appointment and a few workable alternatives. |
| Change address | The complete new location and any entry restrictions. |
| Change package | The current service and the actual task you now need. |
| Pet has become unwell | The relevant change and whether veterinary advice affects the visit. |
Offer realistic alternatives
For rescheduling, provide two or three times that work for the household rather than asking the team to guess. Check that the workspace, water access and a responsible adult will be available during each proposed window.
A replacement slot depends on availability and is not booked until Woofly confirms it. An address change may also affect the practical plan. Do not assume the assigned groomer can attend another locality at the same time.
An illustrative message is: “For booking [reference], please move the appointment from [current time] to either [option one] or [option two]. The address is unchanged. Please confirm the new slot and any applicable change to the booking.” Replace the placeholders with your details before sending.
Read the policy before assuming the cost
The refunds and cancellations page is the source for current terms. It distinguishes cancellation before arrival from cancellation after the groomer reaches the address, and explains how service and payment concerns are handled. Check it when making the request rather than relying on an old screenshot or another customer's experience.
Ask support how the policy applies to your booking, including any applicable charge. A request does not automatically establish a fee waiver, refund or free reschedule. If a refund is approved, ask for the confirmed amount, method and expected processing time.
Do not treat telling only the groomer as confirmation that the booking status has changed. Use the official support process and keep the response. This avoids different people working from different versions of the plan.
Put a new health concern first
If your pet becomes unwell or develops a painful area, seek appropriate veterinary advice and tell the team promptly. Explain the relevant restriction without sending unrelated medical records. Do not hide a health change because you are worried about changing the appointment.
Do not delay necessary veterinary care while waiting for a cancellation or refund response. The medical decision and the booking decision can be handled separately. If the vet recommends postponing grooming, share that instruction so a new date is not chosen on assumptions.
Check the final details together
After support responds, review the date, time, pet, address and package in the available booking confirmation. If the message and booking details appear inconsistent, ask which arrangement is confirmed before treating the change as complete.
Tell the person at home and anyone handling building access. Remove the old time from your own calendar only after recording the outcome, so you retain a clear history if a question arises.
Before a rescheduled visit, use choosing an appointment time and address preparation to check the new plan. Keep the reference and confirmation in one service record rather than spreading them across disconnected screenshots.
Useful published pages
- Woofly refunds and cancellations — current cancellation, rescheduling and payment guidance.
- Woofly contact and support — the support routes for a specific booking.
- Woofly FAQ — common appointment questions.
