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Can a Provider Cancel a Booking Without Adverse Consequences?

Suppose a Provider has to cancel for unavoidable reasons. In that case, we’ll work with them and help their customers find another place to get the desired service without the Provider incurring cancellation fees. These situations include:

  • Valid reasons beyond the Provider’s control, such as service centre emergency repairs (like a gas leak or a burst pipe) or serious personal illness that prevents the provision of services
  • Record of past unfavourable reviews, misconduct, disrespectful or abusive behaviour from a customer to the service centre staff members
  • An extenuating circumstance, such as declared emergencies and epidemics or government travel restrictions
  • The customer makes it clear they are likely to break one or more of the Provider’s rules, such as safety rules
  • It becomes clear that the listing won’t meet the customer’s needs – for example, features included in the listing won’t bring the result the customer thought it would.

Providers will be able to cancel instant bookings online three times in one year for these reasons – after that, they’ll have to contact us to cancel without consequences. Otherwise, fees will apply. If a Provider cancels multiple instant bookings, they may be required to switch to bookings with approval.

To cancel in one of these situations, a Provider may be required to submit proof. For example, they might be asked to provide photos, videos and other documentation in the case of emergency repairs, or a letter from a doctor in the case of serious personal illness.

If a Provider cannot honour a booking, it’s their responsibility to cancel in a timely manner to allow their customer time to adjust their plans. If the show-up time is within 24 hours, the option to cancel online won’t be available – you’ll need to contact us.

If a problem stems from a software provider and the Provider needs to cancel a booking as a result, the Provider must provide evidence of the software provider’s outage or incident for consideration when requesting a fees and consequences waiver.

It’s important to know that Providers should never cancel for any reason that violates our Non-discrimination Policy, and any misrepresentations regarding the reasons for cancelling can lead to consequences.

If you’re unsure whether your situation qualifies here, contact us before you cancel and read about our cancellation policy fees.

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