You have arrived at your appointment on time, but your customer is not at home? 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.


In addition, you should always make sure that you are at the right address and were there on time. Also check your older messages. Perhaps your customer has already left you some information that you have overlooked until now.


First try to reach your customer using all the contact options available to you. Have you already tried to reach your customer by phone and/or Helpling Chat? If not, you should do so immediately! Maybe your customer is only 5 minutes late and your appointment doesn't have to be canceled in the end.


If you are ultimately unable to reach customers, you can let us know in the Partner App. You will always find the function in your profile under the symbol with the shaking hands.


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.


FAQ

I AM RUNNING LATE TO MY APPOINTMENT. WHAT SHOULD I DO?

I CAN'T FIND MY CUSTOMERS ADDRESS, WHAT SHOULD I DO?

HOW CAN I CANCEL ALL FUTURE BOOKINGS WITH A CUSTOMER?