Cancellation policy
Plans change. This is how cancelling works on Localo, for customers and providers alike.
- 24+ hoursFree to cancel, no penalty.
- Under 24 hoursA late cancellation: counts as a strike.
- EmergencyTolerated: never a strike. Give a short reason.
How much notice do I need to give?
24 hours before the start time. Cancel earlier than that and there is no penalty at all.
Can I cancel a request that hasn't been accepted yet?
Yes, any time, at no cost. Nothing has been agreed, so it never counts against you.
What happens if I cancel late?
A late cancellation (an accepted booking, inside 24 hours) is recorded as a strike. You get a warning at 2 strikes in 30 days, and at 3 an admin reviews your account. Strikes also lower the reliability percentage shown on your profile.
Am I charged a fee?
No. Localo does not collect, hold or guarantee payment, so there is no cancellation fee through Localo. The policy works through strikes and reliability instead. Any deposit you agreed directly with a provider is between the two of you.
What counts as an emergency?
Something genuinely unexpected, like sudden illness, a family emergency or a breakdown. Tick "This is an emergency" when you cancel inside the notice window and say briefly what happened. The other person sees your reason.
Does an emergency count as a strike?
No. Emergencies are never a strike and never lower your reliability percentage. If someone has 3 emergencies in 90 days, an admin may take a look, but nothing happens automatically.
What is a no-show?
The other person didn't turn up. 15 minutes after the start time, either side can mark the booking as a no-show. It closes the booking and counts as a strike for the person who didn't show.
Someone marked me as a no-show but I was there. What do I do?
Open the booking and choose "Report a problem". An admin looks into it and can remove the strike if it was wrong.
Do providers follow the same rules?
Yes. A provider who cancels an accepted booking inside the notice window gets a strike, and can use the emergency option the same way. Declining a request that hasn't been accepted is not a cancellation.
Can I change the time instead of cancelling?
Yes. Propose a new time from the booking. A reschedule is not a cancellation and never counts as a strike.
How long does a strike last?
Strikes count for 30 days for warnings and reviews, and 90 days for the reliability percentage. They fall away on their own.
What is the reliability percentage?
Completed jobs divided by completed jobs plus late cancellations and no-shows, over the last 90 days. It shows once someone has 5 or more jobs. Customers see it on provider profiles and booking pages, and providers see it for customers who ask to book.
Will my account be suspended automatically?
No. At 3 strikes an admin reviews your account and decides. Nothing is suspended automatically.