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Service Provider Cancellation Policy FAQ

FAQ for Service Provider Cancellation Policy

1. What happens if I cancel a confirmed booking?

If you cancel a confirmed booking, you may incur a cancellation fee based on the timing of the cancellation:

  • $0 if the booking is canceled but then accepted again within 15 minutes.
  • 25% of the total platform license fee if canceled more than 24 hours before the scheduled start time.
  • 50% of the total platform license fee if canceled between 24 and 5 hours before the scheduled start time.
  • 100% of the total platform license fee if canceled less than 5 hours before the scheduled start time or due to a no-show.

2. What are the charges for canceling a group booking?

For group bookings, the following charges apply if you cancel:

  • 25% of the total amount deducted from your account balance if canceled more than 24 hours before the start time.
  • 50% of the total amount deducted if canceled between 5 hours and 24 hours before the start time.
  • 100% of the total amount deducted if canceled less than 5 hours before the start time.

3. What happens if I cancel due to an unexpected conflict?

If you cancel due to an unexpected conflict, you will be charged a fee and may lose access to specialized tasks.

4. Will I be charged if I cancel due to a change in availability?

Yes, you will be charged a fee and may lose access to specialized tasks if you cancel due to a change in availability.

5. What is the policy if the client does not show up?

Wait up to 20 minutes after the scheduled start time. If the client does not arrive, you are entitled to full payment for the session and may cancel the booking without any additional charges.

6. What happens if the client's payment is pending?

If the client’s payment is pending and not resolved within the allotted time, the booking is automatically canceled. You will not be charged a cancellation fee for pending payments.

7. What if my collaborative partner is not confirmed?

If you cancel a collaborative task due to unconfirmed partners, you will not be charged a fee. However, if you cancel a confirmed collaborative task, you will cover the full cost of the task, including the platform fee and other service providers' fees.

8. What should I do if the client has a health issue?

If the client discloses health issues during booking, you must accept the task. If the issues are undisclosed and you need to cancel, you will not be charged a fee. Select 'Client health issues' in the app for review.

9. What if I need to cancel for a reason not listed?

For reasons not listed, choose "Miscellaneous" and attempt to reschedule with the client. If rescheduling is not accepted or you proceed with cancellation, you will incur a cancellation fee.

10. What fees are incurred for canceling a confirmed booking?

Fees are based on how close the cancellation is to the booking time:

  • $0 if canceled and accepted again within 15 minutes.
  • 25% if canceled more than 24 hours before.
  • 50% if canceled between 24 and 5 hours before.
  • 100% if canceled less than 5 hours before or for a no-show.

11. What is the fee for a no-show by the service provider?

If the service provider is more than 20 minutes late, it is considered a no-show. The cancellation fee is 100% of the total platform license fee.

12. What are the fees for canceling less than 5 hours before the booking?

The fee for canceling less than 5 hours before the booking is 100% of the total platform license fee.

13. How are fees calculated for canceling group bookings?

Fees for group bookings are calculated based on the timing of the cancellation:

  • 25% if canceled more than 24 hours before.
  • 50% if canceled between 5 and 24 hours before.
  • 100% if canceled less than 5 hours before.

14. How is payment handled if the client is a no-show?

If the client is a no-show, you will receive the full payment for the session. No additional charges apply if you cancel due to the no-show.

15. Can I cancel a booking if the payment is pending?

Yes, you can cancel if the payment is pending. You will not be charged a cancellation fee for pending payments.

16. What if the client didn’t disclose a health issue during booking?

If the client did not disclose a health issue and you cancel for this reason, you will not be charged a fee. However, if the client did disclose and you still cancel, a fee will apply.

17. What costs do I cover if I cancel a collaborative task?

If you cancel a collaborative task, you are responsible for:

  • The full MMW platform fee.
  • The service fees of other providers involved.

18. How should I handle a cancellation due to miscellaneous reasons?

For miscellaneous reasons, try to reschedule with the client. If rescheduling is not accepted, you will incur a cancellation fee.

19. How is the platform fee impacted by a cancellation?

The platform fee is deducted based on the timing of the cancellation. The fee varies from 25% to 100% of the total platform license fee depending on how close the cancellation is to the booking time.

20. What administrative costs are covered by cancellation fees?

Cancellation fees help cover MMW's administrative costs related to processing cancellations and managing service provider and client interactions.