Standard policy (default)
Customers can cancel up to 24h ahead for free. Late cancels:
- 2-24h: $20 fee goes to you
- < 2h: $35 fee goes to you
Strict policy (for specialty work)
Customers must cancel 48h ahead for free. Less than that: $35 fee to you.
Use strict when your work involves committed materials, equipment rental, or scarce calendar slots.
How to change it
/pro/profile → Cancellation Policy → pick Standard or Strict → Save.
The policy is shown on your public profile so customers see it before booking.
When pros cancel
If you need to cancel a confirmed job:
- Tap Cancel job on the booking
- The customer is refunded in full + notified
- Repeated cancellations hurt your acceptance rate, which affects search ranking
When unavoidable (illness, vehicle issue): contact the customer first via in-app chat to reschedule. Most are accommodating.