If you need to change an upcoming booking (e.g., date, time, duration), the best option is to submit the change request yourself. This keeps everything documented on the platform.
If that’s not possible, you can agree on a new option with your customer and ask the customer to make the adjustment in their Helpling account. Once the customer updates the booking, you will receive a notification and can accept or reject the change.
Best practice for rescheduling
When proposing a new time, communicate clearly and directly—avoid vague messages.
We recommend:
Be clear about what is possible (and what is not).
Offer 3 specific alternatives with exact days and times (e.g., Tue 18:00 / Wed 09:30 / Fri 14:00).
Also give the customer the option to suggest times:
“If none of these work, please share 2–3 options that suit you.”
Please note: short-notice changes and cancellations
Change requests on short notice that lead to a cancellation by the customer may be treated as a cancellation from your side.
Cancellation fees (less than 48 hours before the appointment)
If a booking is cancelled within 48 hours of the appointment, a fee may apply:
48–24 hours before: €10
24–12 hours before: €15
Less than 12 hours before: €20