Customer cancellations
- Cancel free more than 24 hours before the scheduled start. The full card hold is released.
- Cancel free within 15 minutes of booking if the provider is not already on the way.
- After a provider confirms, a cancellation within 24 hours may capture the category base fee from the existing hold. The provider receives 80 percent of that fee and the remainder of the hold is released.
Provider cancellations and late arrival
- A provider cancellation is always free to the customer. The full hold is released and a provider cancellation strike is recorded.
- If the provider has not arrived 20 minutes after the current arrival time, the customer may cancel free or accept a new ETA.
- If the provider has not arrived 30 minutes after the current arrival time and cannot be reached, the customer may report that the pro did not arrive. The hold is released and a no-show strike is recorded. A second provider no-show suspends booking eligibility pending review.
Customer access problems
If the provider checked in as arrived on time, waited at least 15 minutes, and could not reach the customer or access the job, the provider may report that they could not access the service location. The category base fee is captured, the provider receives 80 percent, and the remainder of the hold is released.
Disputes and refunds
A disputed charge is reviewed by Onelacks support. Authorized finance staff may issue a full or partial refund based on the case record. Your card issuer controls when a released hold or refund appears in your available balance.
Activation notice
The fault-aware fee policy applies only after Onelacks activates it and clearly discloses it before confirmation. Until then, the cancellation terms shown during checkout control.