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Most jobs run start to finish without a hitch. But sometimes you accept a job and then something gets in the way: the address turns out to be unsafe, a customer is a no-show, or an emergency comes up on your end. When that happens, cancel in the app and tell us why. Picking the right reason, and adding evidence where it is asked for, is what lets us handle the cancellation fairly.
Cancelling once in a while is part of the job. What matters is that you do it honestly and as early as you can, so the customer can be rebooked with another Pro.

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How to cancel in the app

When you need to step away from a job you have accepted, do it through the app rather than just not showing up. A cancellation in the app alerts the customer and frees the job to go to another Pro.
1

Open the job

Find the job on your active list or in the job detail screen.
2

Choose to cancel

Select the option to cancel the job.
3

Pick a reason

Choose the reason that best fits from the list. The reason you pick is how we tell a no-fault situation apart from an avoidable one.
4

Attach a photo if asked

For some reasons, the app asks you to add a photo as evidence (for example, unsafe conditions at the property). Attach it before you submit.
5

Submit

Confirm the cancellation. The customer is notified and the job is released so it can be reassigned.

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Pick a reason

Every cancellation starts with a reason. You pick from a set of reasons in the app rather than typing a free-form note, so each cancellation is categorised the same way. The reason you choose is what determines how the cancellation is treated. A reason that is outside your control, such as unsafe conditions or a customer who is not there, is a no-fault reason. Choosing the honest, accurate reason is always the right move.
If more than one reason could apply, pick the one that best describes what actually stopped you from doing the job. That is the reason we will look at.

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When to attach a photo

For some reasons, the app prompts you to add a photo. The photo is your evidence that the situation was real, and it is what lets us clear a no-fault cancellation without it counting against you. A clear example is unsafe conditions at the property. If you arrive and the environment is not safe to work in, cancel with that reason and attach a photo that shows what you found. The photo does the talking, so you do not have to argue your case after the fact.
Not every reason needs a photo. When the app asks for one, add it before you submit. When it does not ask, you can submit without one.

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No-fault, no penalty

This is the part that matters most: a no-fault reason that is backed by evidence is handled without penalty. If the reason you pick is outside your control and you have attached the photo the app asked for, the cancellation does not count against you. You are not penalised for cancelling a job you could not safely or reasonably complete.
There is no points score and no automatic suspension tied to cancelling. The system is built around the reason and the evidence, not a running tally.
That is why the two steps above matter. Pick the accurate reason, and attach the photo when it is requested. Do those two things and a genuine no-fault cancellation is straightforward to handle on our end.

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A few good habits

  • Cancel as early as you can. The sooner you cancel, the sooner the customer can be matched with another Pro.
  • Be honest with the reason. The reasons exist so real situations get handled fairly. Pick the one that fits.
  • Add the photo when asked. It is the difference between a quick no-fault clearance and a back-and-forth.
  • Use the app, not a no-show. Always cancel in the app so the customer is alerted and the job is released.
If something about a cancellation does not look right, or you have a situation the reasons do not seem to cover, reach out at support@zulma.ca and we will help. For how a job runs once you accept it, from en route through completed, see on the job.