Cancellation Policy

1. Before a worker accepts

A booking request is not yet an agreement. Either side may withdraw with no charge and no consequence until the worker accepts it.

2. A customer cancelling an accepted booking

You may cancel at any time. Whether a charge applies depends on how close to the appointment you cancel and whether the worker has already travelled or bought materials for it.

Any charge that applies to your booking is shown to you before you confirm the cancellation, with the amount and the reason. Warsha does not apply a cancellation charge that was not displayed before you cancelled — if the schedule cannot be shown, no charge is made.

The fee schedule is published in the application. Introducing one, or changing one, is a material change under the Customer Terms: it requires a new version and your acceptance, and it never applies to a booking made before it took effect.

A cancellation because the worker did not arrive, arrived unable to do the work, or asked you to pay outside the platform carries no charge. Record the reason when you cancel.

3. A worker cancelling

You may decline any booking before accepting it, with no consequence.

After accepting, cancel as early as you can. Late cancellations are recorded, and a pattern of them is dealt with under the Worker Code of Conduct — not because a cancellation is wrong, but because the cost of a late one falls on the customer.

Cancelling because the site is unsafe, the work is outside your trade, or the customer's conduct makes the job impossible is not held against you. Record the reason.

4. A wasted visit

If a worker arrives at the agreed time and the work cannot go ahead because nobody is there, there is no access, or the job is materially different from what was booked, that is a wasted visit.

A wasted-visit charge may apply. It is shown in the application, and where no charge is configured, none is made.

Record it in the booking at the time. A wasted visit claimed a day later, with nothing recorded, is very hard for anyone to resolve fairly.

5. Warsha cancelling

Warsha may cancel a booking where an account involved is suspended, where there is a credible safety concern, or where it is required to.

Where Warsha cancels for a reason that is not the customer's, the customer is not charged and anything already paid is refunded in full under the Refund Policy.

6. Disputes about a cancellation

Raise it in the booking. Warsha will look at the record — the timings, the messages, what was noted at the time — and decide.

The decision may be appealed under the Appeals Policy.