Job Cancellation Policy

We understand that sometimes unexpected things happen. This guide explains how to cancel jobs, deadlines, penalties, and refund policies on ReciGo.

📋 General Cancellation Rules

Basic Principles

• ✅ You can cancel jobs before they're accepted (no penalty)
• ✅ Cancellations with >24h notice (no penalty)
• ⚠️ Cancellations with <24h notice (may have penalty)
• ❌ Not showing up without canceling (severe penalty)

Who Can Cancel

Customers: Can cancel at any time before the job is completed.

Helpers: Can cancel accepted jobs only with valid reason.

ReciGo: Can cancel jobs that violate the rules.

👤 Cancellation by Customer

Before Job Is Accepted

Unaccepted job:

• ✅ Free cancellation
• ✅ No penalty
• ✅ Full refund (if pre-authorization occurred)

How to cancel:

1. Open the job
2. Tap "Cancel job"
3. Select reason
4. Confirm cancellation

After Job Is Accepted

Cancellation with >24 Hours Notice

Policy:

• ✅ No penalty
• ✅ Full refund
• ✅ Doesn't affect your rating

Process:

1. Open the job
2. Tap "Cancel job"
3. Select reason:
   • No longer need the service
   • Found another solution
   • Change of plans
   • Error when posting
4. Confirm
5. Helper receives notification
6. Automatic refund in 3-5 days

Cancellation with 12-24 Hours Notice

Policy:

• ⚠️ 10% penalty of the price
• 💰 90% refund
• 📉 May affect your rating

Example:

Job price: €50
Penalty (10%): €5
Refund: €45

Reason: Helper already reserved time and may have rejected other jobs.

Cancellation with <12 Hours Notice

Policy:

• ⚠️ 25% penalty of the price
• 💰 75% refund
• 📉 Affects your rating

Example:

Job price: €50
Penalty (25%): €12.50
Refund: €37.50

Cancellation with <2 Hours Notice

Policy:

• ❌ 50% penalty of the price
• 💰 50% refund
• 📉 Significantly affects your rating

Example:

Job price: €50
Penalty (50%): €25
Refund: €25

Note: The 50% is paid to the helper as compensation for their time.

No-Show / Not Canceling

Policy:

• ❌ Full 100% charge
• ❌ No refund
• ❌ Severely affects your rating
• ⚠️ Possible account suspension (repeat offense)

Exceptions (Cancellation Without Penalty)

Valid reasons to cancel without penalty:

1. Medical emergency

   • Required: Medical note
   • Deadline: Submit within 48h

2. Family emergency

   • Required: Reasonable explanation
   • Case-by-case evaluation

3. Problem with helper

   • Helper behaves inappropriately
   • Helper arrives >30 min late without notice
   • Helper requests payment outside the app

4. Force majeure

   • Extreme weather conditions
   • Road/transport closures
   • Unforeseen events outside your control

How to request exception:

1. Cancel the job normally
2. Contact support immediately
3. Explain the reason
4. Provide evidence (if applicable)
5. Support will review and may refund the penalty

🚗 Cancellation by Helper

Before Accepting Job

Policy:

• ✅ You can reject any job without penalty
• ✅ Doesn't affect your rating

After Accepting Job

Cancellation with >24 Hours Notice

Policy:

• ⚠️ Allowed but discouraged
• 📉 Affects your rating
• 🔶 Reduces your visibility in searches

Valid reasons:

• Personal/medical emergency
• Vehicle breakdown
• Unforeseen problem

Invalid reasons (penalized):

• Found better-paying job
• Price no longer suits you
• Simply changed your mind

Cancellation with <24 Hours Notice

Policy:

• ❌ Severe penalty
• 📉 Significantly affects your rating
• ⚠️ Possible temporary suspension (repeat offense)

Only allowed if:

• Serious medical emergency
• Accident or vehicle breakdown
• Force majeure

Required:

• Contact customer immediately
• Explain the reason
• Provide evidence to ReciGo

No-Show Without Canceling

Consequences:

• ❌ Immediate suspension (7 days)
• ❌ Automatic 1-star rating
• ❌ Loss of jobs in progress
• ❌ Permanent suspension (repeat offense)

How to Cancel as Helper

1. Open the accepted job
2. Tap "Cancel job"
3. Select reason:
   • Medical emergency
   • Vehicle breakdown
   • Urgent family issue
   • Other (explain)
4. Important: Write detailed explanation
5. Confirm cancellation
6. Contact customer via chat to apologize

💰 Refunds

Refund Timeline

Cancellation before acceptance:

• Refund: Immediate (pre-authorization release)
• Time: 1-3 business days (depending on bank)

Cancellation after acceptance:

• Processing: 24-48 hours
• Refund: 3-5 business days
• Method: Same original payment method

Refund Methods

Credit/debit card:

• Refund to same card
• Time: 3-5 business days
• Appears as "ReciGo Refund"

Apple Pay / Google Pay:

• Refund to linked card
• Time: 3-5 business days

ReciGo balance (if applicable):

• Instant refund
• Available immediately

📊 Impact on Ratings

For Customers

Occasional cancellations (1-2 per year):

• No significant impact

Frequent cancellations (>3 in 6 months):

• Helpers can see your cancellation history
• Some helpers may reject your jobs
• Possible ReciGo warning

Last-minute cancellations (<2h):

• Affects your "reliability" as customer
• May reduce number of helpers willing to work with you

For Helpers

Occasional cancellations (1-2 per year):

• Minimal impact if there's valid reason

Frequent cancellations:

• Reduces your rating
• Reduces your visibility in searches
• Customers see your cancellation rate
• Possible temporary suspension

Visible cancellation rate:

Cancellation rate = Jobs canceled / Jobs accepted × 100

Good: <5%
Acceptable: 5-10%
Bad: >10%

🔄 Reschedule vs Cancel

Reschedule Option

Instead of canceling, you can reschedule the job:

Advantages:

• ✅ No penalty
• ✅ Doesn't affect rating
• ✅ Keep the same helper

Requirements:

• Both parties must agree
• Must be done with >12h notice
• New date within 7 days

How to reschedule:

1. Contact helper via chat
2. Propose new date/time
3. If they accept, tap "Reschedule job"
4. Select new date
5. Confirm

Limit: Maximum 2 reschedules per job.

⚖️ Cancellation Disputes

If You Disagree with a Penalty

Steps:

1. Contact support within 48h
2. Explain your case
3. Provide evidence:
   • Message screenshots
   • Photos of the problem
   • Notes (if applicable)
4. Support will review in 3-5 days
5. Final decision (may refund penalty)

Common Dispute Cases

"Helper canceled but I was charged":

• Check your statement (may be temporary hold)
• If charge is real, contact support (system error)

"I canceled on time but was penalized":

• Verify exact cancellation time in email
• If there's error, support will correct it

"I had emergency but was penalized":

• Provide medical note/evidence
• Support can make exception

❓ Frequently Asked Questions

📚 Related Resources

• When Is Your Card Charged
• Refunds and Disputes
• Report a User
• Create Support Ticket

Last updated: January 31, 2026

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