Cancellation policy

What happens depends on the cause, not on who presses Cancel. The policy version accepted at checkout is recorded with the booking and governs it, and the exact outcome is shown before you confirm a cancellation.

Version hourly-one-hour-2026-09-11 states these rules, in the wording shown at checkout:

• Cancel free while more than 24 hours remain before the start, or within 5 minutes of booking unless your provider is already on the way.
• After confirmation, cancelling within 24 hours may cost one booked hour, the service fee, and applicable tax.
• No access: the same fee may apply after on-time arrival, 15 minutes from the appointment or arrival (whichever is later), and an attempt to contact you.
• If access is available, your absence alone is not a no-show.
• If your provider cannot fulfil the booking before work starts, you pay nothing.
• Any hold is released; any remaining payment is refunded, including the service fee and tax.
• Once work has started, hours are settled through completion or support, not as a cancellation.
• Fixed-price and package bookings have no late-cancellation charge until a rule is published.

In this version the free-cancellation window is 24 hours before the start, the grace period after booking is 5 minutes, and the no-access wait is 15 minutes. The 15-minute wait and the on-the-way exception are Onelacks’ rules.

• Eligibility and the exact amount are shown before you confirm the cancellation.
• No cancellation fee applies without an accepted rule. Payments for work already performed are reviewed separately.
• Contested no-access reports are reviewed by Onelacks support.

• If the provider has not arrived 20 minutes after the current arrival time, you may cancel free or accept a new arrival time.
• If the provider has not arrived 30 minutes after the current arrival time and cannot be reached, you may report that the provider did not arrive. The hold is released, or a payment already collected is refunded in full, and a no-show strike is recorded. A provider who cancels a confirmed booking receives a cancellation strike and earns nothing for that booking. Repeated provider no-show or cancellation strikes within a rolling window can suspend a provider from taking bookings pending review; a provider can contest a strike through support.

Once work has started, the booking is no longer cancelled free and no cancellation charge is added. The hours worked are settled once, through completion and your review, with Onelacks support helping when there is a disagreement.

• Booking places a hold on your card. Nothing is collected until a booking settles or a qualifying cancellation charge applies, and never more than the authorized amount.
• A released hold is not a refund; a refund returns a collected payment to the original payment method. Your card issuer controls when a released hold or a refund appears in your available balance.
• A full refund returns everything collected. A partial refund returns the corresponding service amount, service fee and associated tax.
• A questioned charge is reviewed by Onelacks support, and a payment already collected may be refunded in full or in part based on the case record.

A cancellation charge applies only to a booking confirmed after Onelacks activates the revision shown at checkout, where that version was accepted. The accepted version is recorded with the booking, and a later revision does not change it. A booking made without an accepted policy version carries no cancellation fee. Payment terms are in the Terms of service.