What happens if a customer cancels at short notice or doesn’t show up?

When a customer cancels

Customers cancel from their booking in the app, and you get a notification straight away. Your booking card shows the reason they gave, and that time is free again.

What happens to the money depends on when they cancel. Before they’ve paid, nothing has been charged, so there’s nothing to split. More than 24 hours before the appointment, they get a full refund. Within 24 hours, they get half back and you keep the other half of your service price. After the start time, nothing is refunded.

Their refund goes back to their card by itself. You don’t need to approve or arrange anything.

What you keep

The half you keep from a late cancellation shows as Available in your earnings straight away. You request it like any other payout.

These rules are Pampa’s cancellation policy, which every customer agrees to when they book. They don’t change from one professional to the next.

If a customer doesn’t show up

Your customer has already paid, so you’re not left out of pocket while it’s sorted out. Under the cancellation policy, a booking isn’t refunded once its start time has passed.

Try calling them first: the Contact button is on your booking card. If you can’t reach them, tell the Pampa team what happened. Once you’ve tapped I’ve Arrived, Need help with this booking? is on your card: choose Something’s not right with the customer or payment. You can also use Send Feedback in your Profile.

Say when you got there and how you tried to reach them. The team follows it up with you and your customer.

If you need to cancel

You can cancel a confirmed booking from your booking card, and you’ll be asked for a reason. Your customer is refunded in full, and you keep nothing from that booking.

Cancellations are recorded, and repeated late cancellations may affect how your profile is shown to customers. If you can’t get into the app, contact Pampa as soon as you can so your customer can be looked after.