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In rare cases, it can also happen that a customer misses an appointment because they have forgotten it or had to go to an important appointment.

Please always make sure that you are at the right address and you arrive on time. Also check your messages in case your customer has already left you some information.

If nothing of the above is the case, please first try to reach your customer by phone or chat. Maybe your customer is only 5 minutes late.

If you are unable to reach customers, you can report the case in the Service-Portal in your account. Please click on the shaking hands symbol in the upper right corner on the app screen. From there, you can click on "Report problem" and select your concern. 

If you did not find a customer on site, please select the item "Customer was not at home when I arrived - claim cancellation".

Please keep in mind that you can only do this at the earliest 10 minutes after the start of the appointment and at the latest 24 hours after the start of the appointment. 

Please note that you can only close the case if you upload photographic evidence. In the best case scenario, the uploaded documents will show that you tried to reach the customer, that you were on site on time and/or that you were at the correct address. So please make sure you provide exact times, locations and attempts to contact the customer.

Finally, you will receive a confirmation with your current case ID. You will always receive prompt feedback on each reported case by email. In the meantime, please give our Customer Service time to examine the case in detail.

If the customer has canceled your appointment at short notice or even missed it, the following conditions apply: In general, to protect against loss of earnings, the following basis applies when a fee can be charged to the customer.

• Cancellations between 48-24 hours before the appointment: 25% of the booking price
• Cancellations between 24-12 hours before the appointment: 50% of the booking price
• Cancellations less than 12 hours before the appointment: 100% of the booking price

Bookings accepted 48 hours before the appointment are excluded. Cancellations up to 48 hours before your appointment remain free of charge for your customers within the framework of the customer conditions.

You can also contact your customer directly to clarify the organization of your booking and avoid possible misunderstandings.