A 100 job cancelled after the provider has set off costs 25. The provider receives that 25 less the platform fee; the other 75 is refunded to the client.
A provider who cancels is never charged money, but their reliability score drops by 4 points, or 15 points if they had already arrived. The job goes straight back to the other invited providers and the client's payment stays in escrow.
If the provider does not turn up, the client can report it: the provider loses 15 reliability points and the job goes back to the other invited providers, or the client can cancel it free. If the client is not there, the provider can record a no-show 15 minutes after marking arrived; the provider receives 25% of the job price and the client is refunded the rest.
A cancellation marked as an emergency has the job price refunded in full with no reliability penalty, and our team reviews it.