How do I cancel without a penalty?

To cancel a booking without a penalty, you need to give more than 24 hours notice through the app.

How to cancel:

1. Go to your upcoming bookings in the app
2. Select the booking you need to cancel
3. Tap Cancel booking
4. Add a brief reason

The notice period matters:

• More than 24 hours notice: no penalty, no visibility impact
• 12 to 24 hours notice: short-notice penalty, reduced visibility for 7 days
• Less than 12 hours: late cancellation penalty, reduced visibility for 14 days
• No-show: serious breach, account review

Important rules:

• Always cancel through the app — never by contacting the family directly
• Cancelling through the app ensures the family's refund is processed correctly and the record is accurate

If you have an emergency and need to cancel with less than 24 hours notice, contact us at support@thevillageco.nz before cancelling. We can sometimes help manage the impact.