If a Traveller does not arrive for a confirmed booking and does not respond, this is treated as a Traveller No-Show.
A Traveller No-Show occurs when:
• The Traveller is not at the agreed location within 15 minutes of the scheduled start time, and
• They are not responding to messages or calls through the app
Both conditions must apply.
What Providers should do
• Try contacting the Traveller through in-app chat or call
• Wait for the 15-minute grace period
• If there’s still no response, mark the Traveller as a No-Show in the app
Once you report the no-show, you can leave. You’re not expected to wait any longer.
What happens with payment
If the Traveller is a confirmed no-show:
• You, as the Provider, are paid in full for that booking
• The Traveller does not receive a refund
• The platform fee and stripe fee is charged to the Traveller (this happens automatically)
This recognises that you set aside time for the job and were ready to work.
Impact on the Traveller
A no-show affects the Traveller’s Campfire Score and will likely result in negative reviews from the Provider. Repeated no-shows can lead to account restrictions or suspension.
Important:
If a Traveller has an emergency, they should cancel more than 2 hours before the booking start time to receive a full refund.
If it is within 2 hours, they should communicate immediately and may request a refund from the Provider.
Communication is always better than disappearing.
Where was the payment held?
All payments are held securely held by a trusted third-party payment provider, independent of VanLife Connect and both users.
Funds are only released once the booking outcome is confirmed.