Cancellation policy

When you accept a job, a customer books their service day around you. Cancellations leave them stranded, so they carry fees that scale with how late they come — and how much trouble it takes us to cover the job. We'd always rather help you keep a job than charge a fee.

1. Cancellation fees

Fees are based on how much notice you give before the scheduled service window, and whether we're able to re-cover the job with another in-market provider. "Recovered" means we placed the job with someone else and the customer still gets served.

Notice before service	If we re-cover the job	If we can't cover it
More than 7 days	No fee	No fee
3–7 days	$50	$100
24–72 hours	$125	$200
Under 24 hours	$250	Full payout forfeited + a strike (3 strikes → removal)
No-show (missed the service window)	Full payout forfeited, plus a standing penalty and possible suspension.

Fees are charged to your card on file at the time of cancellation, or withheld from pending/future payouts. You don't receive a payout for a job you cancel.

2. Excused cancellations — no fee

We don't penalize things truly outside your control. No fee applies when:

• You bring a replacement. If you can hand the job to a vetted partner who fulfills it, we re-assign at no fee (it's still recorded in your history).
• Genuine emergency or safety issue — severe weather, an accident, or an act of God (floods, storms, and other natural disasters outside anyone's control). Call ops and we'll document it.
• The customer changes or cancels — never your fee.

Excused cancellations must be reported to ops at the time, not after the fact. Misrepresenting a cancellation is a Terms violation and can lead to removal.

3. Other consequences

• Rating & standing. Late cancellations and no-shows lower your provider rating and your placement in customer results.
• Three strikes. You get a strike each time you cancel under 24 hours and we can't re-cover the job. Three strikes in a rolling 12 months and you're removed from the Boston marketplace.
• Repeat cancellations & no-shows also lower your rating and your placement in customer results.
• Calendar hold. A dropped job may block new offers on the affected date while we re-cover it.

4. How to cancel

There's no self-serve cancel button on purpose — call ops so we can protect the customer's service day and minimize your penalty. The sooner you call, the more options we have.