Life happens, and sometimes you might need to cancel a job. However, reliability is crucial on the platform, so avoid cancellations if at all possible.
If you absolutely must cancel:
- Do it as early as you can. Use the app’s cancellation function so the Traveller is notified and can get a refund. Communicate with them in the chat as well, to explain the situation. Travellers will appreciate prompt notice.
- Understand the penalties: If you cancel a booking more than 24 hours before the start time, the Traveller will get a full refund and there’s usually no penalty (aside from a possibly unhappy Traveller).
- If you cancel within 24 hours of the start, the Traveller still gets a full refund, but the platform may impose penalties on you. These can include a cancellation fee (the platform may retain the commission that would have come from the job), a lower ranking in search results, a “cancellation” note on your profile stats, or even suspension if it happens repeatedly.
- Likewise, if you simply don’t show up to a confirmed booking (and the Traveller does) – see No-Show policy in Section 12.
- Emergencies and valid reasons: We do understand that emergencies (serious illness, vehicle breakdown, etc.) can occur. If you cancel last-minute for a valid emergency, inform support – such cases may be treated with leniency at the platform’s discretion. But in general, frequent cancellations will harm your Campfire Score and trustworthiness.
- If you find mid-job that you cannot complete the service as agreed (due to unforeseen difficulty, etc.), communicate with the Traveller immediately. You might negotiate a solution – e.g. do what you can and adjust the price, or reschedule if the Traveller agrees. If no resolution can be reached, either party can escalate it to a dispute. It’s better to be honest and seek a compromise than to leave a job unfinished without word.
Stripe processing fees are non-refundable and are paid by the party responsible for the cancellation. If a Traveller cancels, the Traveller pays the Stripe fee. If a Provider cancels, the Provider pays the Stripe fee.