A Guide for Both Users and Service Providers
In the world of on-demand services, plans can change—and that’s okay. Whether it’s a client needing to reschedule or a provider facing an emergency, cancellations are sometimes unavoidable. However, how these situations are handled can make a big difference in maintaining trust and professionalism on the WhoCan platform.
This guide walks both users and service providers through how cancellations and refunds work on WhoCan, the proper etiquette to follow, and how to avoid disputes altogether.
Understanding the Basics: Why Cancellations Happen
Cancellations can occur for many legitimate reasons:
- A client has a last-minute conflict.
- A provider has an unexpected personal or health issue.
- Weather or traffic delays make a job impossible.
- Miscommunication about the job details.
Regardless of the reason, clear communication and following WhoCan’s policies ensures a smoother experience for everyone involved.
For Users: When and How to Cancel a Booking
If you need to cancel a booking as a user, here’s what to do:
✅ Cancel Within the App
- Open your Bookings tab.
- Select the upcoming appointment.
- Tap “Cancel Booking” and choose a reason from the list.
⏳ Timing Matters
- Cancel at least 24 hours in advance whenever possible.
- Late cancellations (within 12 hours) may result in partial or no refunds, depending on the provider’s policy and time already committed.
💬 Notify the Provider
Even if you cancel via the app, it’s courteous to send a quick message to the provider explaining the reason. This avoids confusion and helps them plan accordingly.
For Service Providers: Handling Cancellations Professionally
Sometimes, emergencies happen. If you’re a service provider and need to cancel:
✅ Use the App to Cancel Promptly
- Head to the Bookings section.
- Tap on the booking you can’t fulfill.
- Select “Cancel Booking” and choose a valid reason.
📣 Always Communicate
- Send a personal message to the client explaining what happened and offering to reschedule, if possible.
- Provide an alternative time or refer them to another available provider on WhoCan if appropriate.
⚠️ Avoid Last-Minute Cancellations
Frequent or same-day cancellations can lead to lower ratings, reduced visibility, or even account review by WhoCan’s support team.
Refund Rules on WhoCan: What You Need to Know
🧾 For Users:
- Full Refund: If the provider cancels the booking.
- Partial Refund: If you cancel late (within 12 hours of the appointment) and the provider had already made preparations or traveled.
- No Refund: If the cancellation happens after the provider has arrived or begun the work (unless agreed upon by the provider).
💰 For Providers:
- Refunds are handled by WhoCan’s system, so you don’t need to manually send money back.
- If a user cancels late, you may still receive partial compensation for your time or travel.
Best Practices to Minimize Cancellations
📅 Keep Your Calendar Updated
For providers, regularly update your availability to avoid double bookings or conflicts.
🔔 Enable Notifications
Make sure push notifications and SMS alerts are enabled so you never miss a booking or update.
🕒 Respond Promptly
Quick responses help clarify job expectations and reduce misunderstandings that lead to cancellations.
✅ Confirm Job Details in Chat
Before any job begins, confirm the time, location, and service expectations using the WhoCan in-app chat. This creates a written record that can prevent future disputes.
Handling Disputes and Refund Requests
Despite best efforts, sometimes disagreements occur. Here’s how to handle them:
🧩 Step 1: Try Direct Resolution
Use the in-app chat to calmly discuss the issue with the other party. Often, a polite explanation and offer to reschedule can solve the problem.
🧩 Step 2: Use the Report or Help Feature
If communication breaks down or there’s a serious issue, you can:
- Tap the “Help” or “Report a Problem” button in your booking screen.
- Choose the nature of the problem (e.g., no-show, poor service, fraud).
- Submit evidence (screenshots, photos, chat logs) if needed.
👨💼 Step 3: Let WhoCan Support Step In
Our support team reviews all disputes fairly. They will consider your communication, platform activity, and any supporting materials before issuing a refund or resolution.
Professional Etiquette for Cancellations
Whether you’re a user or provider, follow these principles to keep your reputation intact:
- Always apologize when canceling, even if it’s out of your control.
- Offer to reschedule or recommend someone else.
- Avoid being defensive—focus on solving the problem, not blaming the other party.
- Remember: Your reviews and profile rating are based on how you handle situations, not just how often you cancel.
Conclusion: Transparency + Communication = Trust
Cancellations and refunds are part of any on-demand service platform, but how you handle them defines your professionalism. By following WhoCan’s simple policies, communicating clearly, and showing empathy, you’ll build a trustworthy presence—whether you’re a new user or an experienced service provider.
Respect each other’s time, communicate early, and let WhoCan do the rest.