A customer says they signed your waiver last time, but the booking page asks again with Please review and sign our liability waiver before booking. A signature is saved for each customer for each version of the waiver, so the likely answer is a new version.
Most likely causes
- The waiver was updated and everyone was asked to sign again. When the owner saves the waiver with Require every customer to sign again ticked, the version number goes up (the Policies panel shows Currently version followed by a number) and every customer signs once more before their next booking.
- They signed under a different account. A signature belongs to one customer account, not a dog or a person. If they have two accounts with different emails, each needs its own.
For customers
Press Review & Sign Waiver on the booking page, or open Waiver from the menu. They type their name and the signature is saved with the date. Their dates and choices on the booking page are kept while they sign.
For the owner
- Fixing a typo or small wording change? Save the waiver without ticking the box and nobody is asked again. Find it in Settings → Policies → Liability Waiver.
- Only tick it for a real change to the terms. The version number cannot be turned back.
- Bookings you enter yourself (a phone or walk-in booking) do not need the customer to have signed first.
Related: Liability waiver, Change your waiver.
Still stuck? Open More → Dogly Support and tell us the customer's email and what they see. A screenshot helps.