Cancellation Policy
Last updated
Cancelling is always allowed. What changes with the clock is the money, and that is covered by the Refund Policy - this page is about the process and the consequences.
How to cancel
Open the booking and choose Cancel. Before you confirm, you are shown the refund the policy engine would apply right now and the rules it read to get there. Nothing is decided until you confirm.
The deadlines, in one line
24 hours or more before the start: full credit. Between 12 and 24 hours: half. Under 12 hours: none. If the Partner cancels, you are credited in full whatever the notice. The full table, with a worked example, is on the Refund Policy page.
What happens to the slot
The Partner's time is released the moment you cancel, so it can be booked by someone else. This is why late cancellations cost something: the slot was held and cannot realistically be resold.
If a Partner cancels
The booking is cancelled, you are credited in full, and the cancellation is recorded against that Partner. Repeated late cancellations affect a Partner's standing on the platform and can lead to suspension.
No-shows
If you do not arrive, the booking is treated as a client no-show once the Partner has waited and recorded it, and no refund is due. If the Partner does not arrive, report it from the booking within 48 hours: operations reviews the timeline and the chat and can credit you in full or in part. The Refund Policy says what that credit is and what you can do with it.
Rescheduling
There is no in-place reschedule. Changing the time means cancelling under this policy and making a new booking, because the price and the slot are frozen together at the moment the booking is made.
Bookings already in progress
Once a booking has started, cancelling ends it early. Either side can do this. The money follows the Refund Policy, and a booking ended because of a Code of Conduct breach is reviewed by operations rather than settled by the clock.