Cancellations and no-shows

At a glance

• Before confirmation: As long as a shift has only been requested or accepted, either side can withdraw free of charge.
• If the client cancels: After confirmation, the professional is entitled to a share of the agreed pay as cancellation compensation, depending on the timing.
• If the professional cancels or does not turn up: The client pays nothing and gets the full amount back; the incident counts against the professional's level.

Before confirmation

Requested or accepted means the shift has not yet been agreed. Either side can then withdraw free of charge. Unanswered requests expire when the shift starts – with no effect on profile or level.

If you decline a request as a professional before accepting it, that is not a cancellation: it costs nothing and does not count against your level.

If the client cancels

The later the client cancels a confirmed shift, the larger the share due to the professional as cancellation compensation. It is based on the agreed net pay for the booked time or on the fixed price. What counts is the time of the cancellation on the platform. The standard scale:

• Sunworker shows the amount due before every cancellation.
• The cancellation compensation is retained from the amount collected and paid out to the professional after the clearing period of 72 hours, with no commission deducted.
• A separate receipt is created for the cancellation compensation.
• The client gets the rest refunded in full, and a venue also gets the service fee back.

If the professional cancels

If the professional cancels after confirmation, the client pays nothing: they get the full amount back, including the service fee. The professional receives nothing for the shift, and no cancellation compensation either.

• Cancellations count against the professional's public level. The cancellation rate has an upper limit for each level.
• Repeated cancellations can lead to a suspension. More in Account suspension and complaints.

If someone does not turn up

Only the client records a “no-show”, only for a confirmed shift and only if the professional really did not come. If they came and you disagree about the times, the client disputes the actual time instead.

If the professional did not turn up

The client pays nothing and the professional receives nothing. The incident counts against their level – the limit for no-shows is stricter than for cancellations.

If the professional cannot start for reasons on the client's side

If, for example, they find nobody there or are not given access, the same flat rate applies as for a cancellation by the client.

If the note is wrong

As a professional, write to kontakt@sunworker.eu and name the shift. Sunworker has recorded your check-in.

Messages about the shift remain possible for 48 hours afterwards.

When nobody is at fault

In the event of force majeure, an official order or the professional's certified incapacity for work, no cancellation compensation is due; the amount is refunded in full.

What is recorded and what counts

Sunworker records cancellations and no-shows with the time they happened, because the cancellation rules depend on it. Cancellations by the venue do not count against the professional but towards the venue's reliability. How levels are determined is explained in How we sort.

Frequently asked questions