At times, you may need to Request Cancellation for a job. Providers are never penalized for valid cancellation requests. When a cancellation is approved, the customer’s entire order is removed, preventing other providers from servicing the property. Therefore, cancellation requests should only be requested when the job is unserviceable or the customer no longer wants the service. If you are unable to complete the job but other providers reasonably could, you should instead Release the Job.
Note: Requesting cancellation when a job is serviceable and should instead be released will result in fees and a hit to your Provider Rating. Excessive misuse of this tool can result in account suspension.
When to Request Cancellation
In most cases, cancellations should only be requested after visiting the job site and encountering an issue that prevents the service. If the cancellation is approved in these instances, you will receive a trip fee for driving to the property. Exceptions include:
- The customer contacts you to cancel the service.
- For snow removal jobs, if you are certain there is no snow accumulation in the area after visiting nearby properties, you may request cancellation without driving to the specific location.
Valid Reasons to Request Cancellation
Here are common situations where cancellation is appropriate:
- Locked gate: The backyard is inaccessible.
- No snow: There is little to no snow, or it has melted.
- Debris: The property has excessive debris preventing service.
- Sprinklers: Active sprinkler systems are running.
- Blocked access: Vehicles block access to the entire service area.
- Customer request: The customer asks to cancel the service.
- Recently cut lawn: The lawn has already been visibly cut by someone else.
- Pets: Dogs are on the property, and the customer is unavailable to secure them.
- Standing Water: Excessive pooling water in the yard (Standard weather delays should instead just be communicated with the customer directly and serviced in a reasonable time frame once dry)
How to Request Cancellation
- Tap the Service Options button.
- Select Request Cancellation.
- Provide the reason for the cancellation.
- Submit a supporting photo using your camera or gallery.
Once submitted, a LawnGuru agent will review your request. Approval or rejection will depend on the validity of the provided reason and supporting evidence.