2026 How to cancel a plan

Modified on Mon, Jun 29 at 2:54 PM

Use this guide to cancel an active plan for a pet that will discontinue the preventive care program. The application will calculate usage and payment history and present cancellation options before finalizing.

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When to cancel a plan

The practice is having difficulty collecting payments.

The client has given written notice requesting cancellation.

The pet is deceased.

The client or pet has been inactivated in the practice management software.

Things to know before you begin

Cancellation options

The application will calculate item usages and payments made to date and present three options:

Option 1

Pay remaining payments

Client pays the full amount owed for the plan.

Option 2

Pay the difference

Client pays the difference between retail price of used items minus payments made to date.

Option 3

No future payments needed

Client will not pay any future payments for the plan.

The application will also provide a recommended best option.

Important reminders

Print the Plan Cancellation Summary on the Review page before completing the process — one copy for your records and one for the client.
Cancelling a plan does not remove any payment profile associated with the client or plan.
If cancellation is set to collect remaining payments monthly, the plan will continue to automatically process payments.
Once a plan is cancelled, it cannot be reinstated. A new plan must be created for the pet.
Cancellation notes will display in the Notes tab of the plan.

Petly fees

Apply to any plan with unpaid past due and future due payments.
Are waived if a plan is cancelled within 72 hours of being added, regardless of plan start date.

Steps to cancel a plan

Cancel an active plan in Petly Plans

Complete all steps in order — cancellation cannot be undone

Locate the plan and select a cancellation option

Find the plan

Search for and select the plan to be cancelled.

Open Cancel Plan

Within the Client Summary page, go to Plan Administration then click Cancel Plan.

Choose a cancellation option

Select one of the following:

Pay remaining payments
Pay the difference
No future payments needed

Configure payment method

Click Payments

Proceed to the Payments step.

Choose how future payments will be collected

If collecting future payments, select one of the following:

Pay Balance in Full Today
Continue with Monthly Payments

Click Profile

Proceed to the Profile step.

Select a payment method

If collecting the payment immediately, choose one of the following:

A payment method associated with the client — process the payment through Petly Plans.
Mark as Paid Externally — if payment is collected outside the Petly Plans application.

Warning:Do not click Confirm Cancel Plan more than once. Doing so can cause duplicate charges for the pet owner.

Enter cancellation reason and review

Click Reason

Proceed to the Reason step.

Select a cancellation reason

From the Cancel Reason list, select why the plan is being cancelled.

Add a cancellation note

In the Card Note field, type any additional details staff should be aware of, if applicable.

Click Review

Proceed to the Review step and verify all information is accurate.

Print summary and confirm cancellation

Print the Cancellation Summary

Click Print Summary, then click Click to Print This Page. Print a minimum of one copy for the client. Close the tab when finished.

Reminder:Print before confirming cancellation — this is the only opportunity to print the summary from this screen.

Cancel the plan

Click Cancel Plan, then click Confirm Cancel Plan once to finalize.

Cancel any overdue payments not being collected

Cancel any outstanding overdue payments that will not be collected as part of this cancellation.

Other helpful resources

Cancel a payment Mark a payment paid outside Petly Plans Print a payments receipt for a client Refund a payment Search for a deceased pet to cancel a plan Void a payment charged that same day