Q1: How close to a booking can a parent cancel?
A: A guardian can cancel at anytime, refunds are not guaranteed
Q2: What do we see if a guardian cancels a booking?
A: Should a guardian cancel a session, you will receive an email detailing:
- Child name
- Room
- Date
- Type
The parent will be notified that they may not be refunded. The space will be automatically added back into your availability planner.
Q3: How close to a booking does the parent receive a refund?
A: We follow your cancellation policy and will always confirm with you before processing a refund. In certain circumstances Pebble may also choose to refund a parent at our own expense.
Q4: What happens if the nursery needs to cancel a booking?
A: Should you need to cancel a session, please reach out to support@bookpebble.co.uk or your dedicated CSM. We will liaise with the guardian.
Q5: What does the guardian see if we cancel a booking?
A: The guardian will receive a rejection SMS from the system.
Q6: What do we do if a guardian continuously cancels?
A: As refunds are not guaranteed, this should deter frequent cancellations. However, you may block a parent from booking via the platform should they continuously cancel at the last minute.
We value your input and are always looking for ways to improve our communication and services.
If you have any questions or feedback, please don’t hesitate to get in touch with our CS team at support@bookpebble.co.uk or on the live chat support.