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OnCallable Job Cancellation Policy

Last Updated: 4-November-2025

1. Overview

This Job Cancellation Policy applies exclusively to jobs that have been:

  • Posted by an active Client member account,
  • Received a Service Professional Quote that has been accepted by the Client, and
  • Been funded and scheduled through the OnCallable platform.

This policy defines refund and payout outcomes based on who initiates a cancellation and when the cancellation occurs in relation to the job’s scheduled start time and Job Lock-In Date. All payments and cancellations are processed via OnCallable’s Payment Service Provider (PSP) (e.g., Stripe) and handled in escrow fashion, consistent with OnCallable’s Payment & Fee Policy.

2. Definitions

Job Lock-In Date

The date and time clearly specified by the Service Professional within their Quote to confirm resource commitment, material preparation, or scheduling. Once a Client accepts the Quote, the Job Lock-In Date becomes effective and determines refund eligibility.

Emergency Job

Any job scheduled within 24 hours of booking or requiring urgent response. Emergency Jobs are subject to stricter cancellation rules due to immediate resource allocation.

Partial Refund / Payout

Partial refunds and payouts are calculated based on the principal amount held in escrow fashion (excluding taxes and service fees where applicable).

3. Job Cancellation Outcomes

Client

Before Lock-In Date: Full refund to Client

After Lock-In but >24 hrs Before Start: 50% refund to Client / 50% payout to Service Professional

Within 24 hrs of Start: 25% refund to Client / 75% payout to Service Professional

Emergency Job: No refund – full payment to Service Professional

Service Professional

Before Lock-In Date: Full refund to Client

After Lock-In but >24 hrs Before Start: Full refund to Client

Within 24 hrs of Start: Full refund to Client

Emergency Job: Full refund to Client

OnCallable Moderator

Before Lock-In Date: Full refund to Client

After Lock-In but >24 hrs Before Start: Shared resolution – partial refund and payout

Within 24 hrs of Start: Shared resolution – partial refund and payout

Emergency Job: Shared resolution – partial refund and payout

4. Cancellations Initiated by the Client

Clients may cancel a job at any time through the OnCallable platform, subject to the refund schedule above.

Before the Job Lock-In Date

The Client is entitled to a full refund of the job payment.

After the Job Lock-In Date but more than 24 hours before job start

A 50% refund is issued to the Client, and a 50% payout is disbursed to the Service Professional to compensate for preparation and scheduling time.

Within 24 hours of job start

Only a 25% refund is available; 75% of the payment is paid to the Service Professional.

Emergency Jobs

Due to the urgent nature of these bookings, the Client forfeits 100% of the payment upon cancellation.

Refunds are processed through the PSP and may take 5–10 business days depending on the payment method.

5. Cancellations Initiated by the Service Professional

If a Service Professional cancels a confirmed job, the Client will receive a full refund of all job payments.

OnCallable may review such cancellations, and repeat cancellations without valid cause may impact the Service Professional’s account standing or result in account suspension.

6. Cancellations Initiated by OnCallable Moderators

OnCallable may cancel a job at any time, including but not limited to cases involving:

  • Violation of the OnCallable EULA or Terms of Service,
  • Verified misconduct, safety, or fraud concerns, or
  • Failure of either party to respond to required communications.

In such cases, OnCallable will determine whether a partial refund and/or payout is warranted based on the job’s stage of progress and any verified costs already incurred.

The Dispute Resolution Team’s determination will be final and binding within the scope of platform operations, without limiting any statutory rights available to either party.

7. Disputes and Exceptions

If a cancellation arises from force majeure circumstances (e.g., severe weather, medical emergency, natural disaster), OnCallable may issue exceptions to refund or payout amounts at its discretion.

Clients or Service Professionals may request review by submitting documentation to info+support@oncallable.com within 72 hours of cancellation.

8. Amendment and Review

OnCallable reserves the right to amend this Job Cancellation Policy at any time. Updates will take effect upon posting on the OnCallable website and will apply to all jobs booked after the updated effective date.