website logo
⌘K
Getting Started
What is TIDY?
Getting Started: Rental Properties
Getting Started: Employer Benefits
Getting Started: Residential Homes
Getting Started: Offices
Dashboard
Concierge Tasks
TIDY AI
Acceptance Probability
Teams & Users
Users
Teams
Properties/Addresses
Access Instructions
Jobs
Add or Request a Job
View, Edit, or Cancel Jobs
Setting Backup Times
Job Links
Job Reviews or Feedback
Resolving Pro Cancellations
Account Settings
Messages
Notifications
Plans
Access Control / Smartlocks
My Pros
Booking Different Type Of Services With Your Pros
Private Cleaning Payment
Defining your Job Request Strategy
To-Do Lists
Creating To-Do Lists
To-Dos
Video Introductions
To-Do List Links
Do-Nots
Remote Inspections
Custom Fields
Default Lists
Laundry or Linens
Supply Preferences
Integrations
Automatic Booking
Billing, Pricing, & Payments
Billing History
Sending Payments
Bills & Payment Methods
Team Billing
View & Edit Prices
Viewing Billing History
Tips
Refunds
Rebate Program
Tax Reporting for Payments to Pros
Compliance, Ratings, Safety, Insurance, & Protection
Insurance or Custom Requirements
Certifications & Ratings
Satisfaction Guarantee, Disputes, & Protection
Damage Claims
Safety Isses
Property Maps
Maintenance
Inventory Tracking
Inspections
Smart Thermostats
Issue Tracking
Automatic Translation
Other Questions
TIDY Concierge
Reports
Accounting
Developers
API Introduction
Authentication
Changelog
Errors
API Reference
Webhooks
Best Practices
Docs powered by
Archbee
Jobs

Resolving Pro Cancellations

Pros are human and occasionally have to cancel jobs. We offer many tools to help you reduce the impact of these cancellations. These include:

  • Setting backup times where substitutes can come.
  • The ability to add unlimited vendors to improve reliability.
  • The ability to predict issues in advance using machine learning.
  • The ability to place Pros on standby, or use pooled standbys with other clients, to improve reliability.

Request a Substitute

If a Pro canceled on you you can request a substitute. This means that TIDY will send a request to each available Pro, asking them if they can clean in the times you selected.  If they accept, you will be booked with that Pro for a Job.

How is a Last Minute Substitution Request different from a regular Job?

Normal appointments or jobs are confirmed bookings with a Pro.  They have confirmed that they are available at that time, and you are solely booked with them.  The only way those appointments will not happen is if you or the Pro cancel.  Substitute Requests are requests for a Pro to complete a Job in the times you specify.



What does the process look like?

1. You specify which times you are available for a Substitution (you can select as many as you like), as well as any other preferences.

2. Pros who match your criteria are notified of your needs.

3. As soon as a Pro confirms they are available they are automatically scheduled, and you are sent a confirmation text.

4. If no Pros are able to accept the request, we will let you know before your last available booking time.  (e.g. If you would like a substitution between 11 am and 5 pm, we will let you know by about 4:30 if nobody can accept the appointment).

If Only 1 Person Can Make it to a 2 Pro Job

At TIDY, we do have the ability to book 2 different Pros for a job at the same time.  This is a great tool to improve the reliability of the job, making sure at least 1 person arrives, so it is a great fit for special events or time-sensitive things like rental turnovers.

Sometimes, one of those Pros will not be able to make it.  If that is the case, you will not be billed for that 1 person.

As you are booking with 2 separate Pros, if one cancels their job with you, we don't have the ability to cancel the other person's job at no fee.  In other words, some people want the ability to have a "2 person or no job" option. To book this, you would need to contact your vendor in advance and make sure you set up the terms in the way you want, and you would want to likely use a single vendor for this (a single vendor providing 2 people).

Did this page help you?
PREVIOUS
Job Reviews or Feedback
NEXT
Account Settings
Docs powered by
Archbee
TABLE OF CONTENTS
Request a Substitute
If Only 1 Person Can Make it to a 2 Pro Job
Docs powered by
Archbee