If you as a service seeker to need to cancel a confirmed booking, you can do this in the app:
- Open your booking details and select Cancel Booking
- You may be asked to select a cancellation reason
- Confirm the cancellation
Refunds depend on when you cancel
Cancelling more than 2 hours before the service start time:
- You receive a full refund of the service price
- The Provider is not paid
- No platform fee applies*
Cancelling within 2 hours of the start time:
Because the Provider has set aside time for your job, bookings cancelled within 2 hours are normally non-refundable. However, you can request a free cancellation during the cancellation process. The Provider can choose to accept or decline your request.
This approach protects Provider time while still allowing flexibility in genuine situations.
Emergency situations:
If you cancel within 2 hours due to a genuine emergency (for example serious illness, vehicle breakdown or unexpected family issue), you can contact support.
If accepted as a valid reason, a refund may still be issued even if the Provider has not agreed. Reasonable evidence may be requested.
Platform Fault:
If the cancellation is caused by a technical fault with the app or payment processing, we will ensure you are not unfairly charged.
Important Notes:
- When you cancel, the Provider is notified straight away so they do not attend unnecessarily.
- Frequent last-minute cancellations may affect your Campfire Score.
- If you are a Provider, see the Provider cancellation rules as they differ from Traveller rules.
* Stripe fees are still payable to cover the processing costs.