1. Customer cancellation stages
Cancellation fees increase as more Provider work has been performed. Applicable stages on the Job Card are: (a) before Provider acceptance — no fee; (b) after acceptance but before trip started — small administration fee where applicable; (c) after trip started but before arrival — travel-time fee; (d) after arrival on site — call-out fee; (e) after work started — the portion of work performed becomes payable. The exact fee for your situation is shown in the cancellation confirmation before you confirm.
2. Safety exceptions
Cancellations required for genuine safety reasons (unsafe scene, threats, medical emergency) waive cancellation fees. Report the situation through in-app SOS or via /support.
3. Provider cancellations
Providers who cancel after accepting a Job are subject to Provider cancellation rules. Repeated Provider cancellations, no-shows or late cancellations affect Provider reputation metrics and eligibility to receive further Job invitations, per the Provider Agreement.
4. Refunds after cancellation
Any refund of amounts already authorised or captured is processed under the Refund Policy.
Last updated: placeholder. Final version pending legal review by EMPOWR (Pty) Ltd.