What Happens When a Customer Cancels

Customers can cancel a job at certain stages. What happens to you — and any compensation you receive — depends on how far along the job was when they cancelled.

Cancellation by Job Status

1. 1

   Customer cancels — Booked status

   • Customer receives a full refund
   • You receive no compensation — you had not yet left for the job
   • The job is removed from your active list immediately
   • This does not affect your provider cancellation statistics
2. 2

   Customer cancels — En Route status

   • Customer is charged a $4.50 cancellation fee
   • You receive $2.99 compensation — deposited automatically
   • Job is removed from your active list
3. 3

   Customer cancels — Arrived status

   • Customer is charged a $7.50 cancellation fee
   • You receive $6.50 compensation — deposited automatically
   • Job is removed from your active list
4. 4

   In Progress or Completed — no cancellation available

   • Customers cannot cancel once the job is In Progress or Completed
   • Either party must file a dispute if there is an issue at this stage

Notification

When a customer cancels, you receive an in-app notification and an email alert. The job is automatically removed from your active list. Any compensation owed to you is processed through the same ACH payout flow as completed jobs.