Cancellation Fees & Booking Protection
Yes, most Pros do have a cancellation policy where cancellations after 8pm the night before the job incur a fee of 50% of the job. If this is the policy you want, no action is needed.
Booking Protection is a way to automatically try and get a replacement clients whenver a client cancels a job after your nightly cut-off.
You can automatically bid on other work during that general time. If nothing is available, you earn your cancellation fee like normal. If you can find someone new, who will pay at least the same as the client, you automatically waive the fee on the other client. Booking protection in general attempts to maximize your potential earnings, by getting you more scheduled jobs (and the chance to win more Clients) and fewer cancellations.
Booking Protection is enabled by default. Turn it off when you accept any job request.
For any job with Booking Protection, if there is any cancellation of the job, another Client needs you more, or if you are on standby and it is no longer required, then the system will automatically take the following steps on your behalf.
- First, you will bid on any other job that is available.
- Next, you will automatically go on Standby for another job that may need you.
- Finally, if there is nothing available to replace the original client, you will receive the cancellation fee from them.
If a job is changed, the system automatically ensures it matches your settings:
- A start time no earlier than the original job
- A end time no later than the original job
- Is still within your max drive time.
- Is within 30 minutes expected drive time of your other jobs that day.
- The job is not being updated within your max drive time plus 10 minutes (to ensure you have time to see updates and make them).
This is to ensure you have schedule predictability. What you see at 8pm the night before is the max you will work the next day, unless you opt in to more jobs.
- Any job that is booked with you at the 8pm cutoff
- Any job that you accept after the 8pm cutoff (for example, standby jobs)
Any job that is changed or canceled before 8pm the night before (in your local time) is not eligible for Booking Protection.
The amount will be listed in your app for your service types, but its typically any cancellation fee plus any bonus.
You are eligible for the Booking Protection Minimum Payment for a job when:
- You do not get a replacement job.
- You make best efforts to go to and perform any booked jobs (including the replacement jobs).
You are NOT eligible for Booking Protection if:
- The Client cancels a job due to an action taken on your part.
- For example, if you tell the Client you are sick or cannot make it, and they cancel, you are not eligible for a payment. If you need to cancel the job, but tell the Client to cancel the job to avoid a call out or cancellation fee, you will be assessed a No Show fee.
- If you are running late and the Client cancels the job.
- If you let the Client know and are under 20 minutes late and they still cancel, you are not eligible for the Booking Protection Minimum Payment, and you will not be assessed a fee. In other words, you are neither paid nor charged.
- If you do not let the Client know OR are over 20 minutes late, you will be assessed a No Show fee.
You will not bid any less than the minimum payment you would have earned for cancellation fees.
You can turn off Booking Protection and cancellation fees selectively for jobs. This means if a Client cancels 5 minutes before the job, you would not receive any payment, however you would also never have a job changed via Booking Protection.
You have a 11:00am 2.5 hour job scheduled. The Client cancels at 8am. You automatically bid on and get a 12:30pm 1 hour replacement job. In this example, you earn more because of Booking Protection than either the Booking Protection Minimum Payment and you still earned, even though the original Client cancelled.
You are a STANDBY for a 8:00am 2.5 hour job scheduled for the Client Ana. At 6:15am, you are no longer needed as a standby for Ana's job. There is another 8am 2.5 hour job that meets the criteria that you can be STANDBY for with Client Bethany. You are paired with the Client Bethany as her standby. Now, you have a better chance at a full job.
You have a 9:30am job. The client cancels at 8am. There are no replacement jobs and at 9am you see that nothing was available and you got the Booking Protection Minimum Payment. You then look at Cleaning Opportunities, and you see a new Cleaning Opportunity for 930 that you can make. You accept it and earn both the Booking Protection Minimum Payment from the original job, as well as any payment for the accepted Cleaning Opportunity.