The free window, what a late cancellation costs, and no-shows on either side.
Cancelling as a customer
Cancel free of charge until the professional is dispatched to you. After dispatch and before arrival, a fee may apply to cover the professional's travel. Once the professional has arrived at your address, the visit is chargeable. The exact figure for your booking is always shown in the app before you confirm the cancellation — we never cancel and then tell you the price.
Rescheduling
Rescheduling is free up to 2 hours before the appointment and does not count as a cancellation. Inside 2 hours it is treated as a cancellation and a new booking.
If the professional cancels
We look for another professional at once and tell you. If we cannot fill the slot you are refunded in full and you keep any promotional discount for a rebooking. A professional who cancels accepted work repeatedly is removed from the platform.
No-shows
If nobody is at the address and we cannot reach you, the professional waits 15 minutes and the visit is then chargeable as a no-show. If the professional does not arrive and does not tell you, the booking is cancelled at no cost to you and the case is recorded against their reliability score.
Subscriptions and recurring visits
Skipping a single visit in a recurring plan is free until the free window for that visit closes. Cancelling the plan itself takes effect from the next unbilled visit; visits already paid for are either delivered or refunded under the Refund Policy.