While it’s not common, Pros are human and occasionally there are issues with jobs. We do everything we can to help ensure every Job is completed as scheduled. Unfortunately emergencies do happen, and sometimes Pros get sick, have car troubles, or have to take care of family members with little notice.
If your Pro cancels a Job within 24 hours, you can easily resolve the issue directly through your profile at tidy.com. When you log on, you will see the job with a note that your Pro called out. From there, you will have the options that include the ability to reschedule the appointment and ban the Pro from your profile so they aren't scheduled with you again.
If a Pro cancelled 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 than 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 tell us which times you are available for a Substitution (you can select as many as you like).
2. A text is sent to all Pros in the area who might be able to complete a job during the times you chose.
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 11am and 5pm, we will let you know by about 4:30 if nobody can accept the appointment).
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. Unfortunately that is not an option to book through TIDY at this time.