If a Provider cancels your booking at any time before it starts, you will always receive a full refund of the service price.
Travellers are never penalised for a Provider cancellation, whether it is early or last-minute.
Once the Provider confirms the cancellation, the refund is processed immediately (bank processing times apply)
What if the Provider cancels at the last minute?
Short-notice cancellations are taken seriously. While you are fully protected financially, the Provider may face account consequences designed to maintain a reliable community. These may include:
• A negative impact on their Campfire Score
• Temporary restrictions
• Suspension if it becomes a pattern
Our aim is to keep last-minute disruptions rare.
Provider no-show
A Provider No-Show occurs when the Provider:
• Does not attend at the agreed time and location, and
• Is not contactable via the app, and
• Does not respond within a 15-minute grace period
What happens next:
• You receive a full refund
• The booking is closed
• The Provider may receive an account strike and repeated no-shows may lead to suspension or removal from the platform
Leaving an honest review is encouraged so others can make informed decisions.
Summary
If a Provider cancels or fails to show up, you will not lose any money. All payments are processed securely through our trusted payment partner and held according to the platform’s payment flow until the booking conditions are met. Funds are only released when the job is completed and confirmed, or a cancellation or no-show outcome is determined
We understand the inconvenience it can cause, and we actively monitor and take action against Providers who cancel or no-show repeatedly to keep the marketplace trustworthy for everyone.
VanLife Connect provides the platform that connects travellers and providers. Services themselves are delivered by independent providers.