As per our Software Licence Agreement, when you accept a booking request through our platform, you become contractually obliged to provide the service to the client.


We understand that plans can change and you may have to abandon a booking, and depending on the progress, different abandonment options are available. Our policy is required to maintain and protect the integrity of our platform and cover the costs involved in the event of a cancellation.


In the event that a client cancels a booking, providers may be eligible for full or partial payment. Read the Client Cancellation Policy for more details.



Fees and charges

Abandoning jobs may incur a fee that is deducted from your earnings, or will remain as a negative balance in your account until you have funds; it may also affect your reliability rate.


Abandonment fee: $0

  • If abandoned and reaccepted with 10 minutes
  • If abandoned more than 24 hours before the scheduled start time.


Abandonment fee: 50% of the total licence fee

  • If abandoned between 24–4 hours before the scheduled start time.


Abandonment fee: 100% of the total licence fee

  • If abandoned less than 4 hours before the scheduled start time.


The client is late or did not show

Providers must allow up to 20 minutes from the scheduled start time for the client to arrive.


  • If the client arrives within the 20-minute window, the provider is only required to work up to the scheduled end time; however, they may choose to extend the session at their discretion.
  • After 20 minutes has elapsed, the client is considered a ‘no-show’ and the provider will receive the full payment for the service.


Learn what to do if a client is running late


Failed payment

  • If a client’s payment for a booking fails they are immediately notified and have up to 1 hour to settle the payment. After 1 hour has elapsed, the booking is automatically cancelled.
  • Providers do not receive payment for confirmed bookings cancelled within 1 hour due to unsettled payment.


Coronavirus policy

Vaccination isn't required to use our platform. However, if vaccination is required by law in your state or territory to provide or receive an in-home service:

  • It is the client’s responsibility to be vaccinated prior to making a booking
  • It is the provider’s responsibility to be vaccinated prior to accepting a booking

If either party cannot provide proof of vaccination or have a legal medical exemption when it’s required by law, they may be liable for the full cancellation or abandonment fee.


Read the Provider Coronavirus Policy




Reasons for Abandoning a Job in the Pro App

I accepted by mistake or My plans have changed

We understand that plans change, so we strongly recommend checking your schedule prior to accepting a booking. 


If you abandon:

  • You will incur a fee
  • It will affect your reliability rate


Client no-show

Providers must allow up to 20 minutes from the scheduled start time for the client to arrive.

  • If the client arrives within the 20-minute window, the provider is only required to work up to the scheduled end time; however, they may choose to extend the session at their discretion.
  • After 20 minutes has elapsed, the client is considered a ‘no-show’ and the provider will receive the full payment for the service.


If you abandon:

  • You will receive full payment
  • It will not affect your reliability rate


Learn what to do if a client is running late


Client payment pending

This option will only be available if the client’s payment is still pending after being accepted and confirmed by a provider.


If you abandon:

  • You will not incur a fee
  • It will not affect your reliability rate


Partner Pro isn’t confirmed

This option will only be available if there is more than one provider on a booking and other providers are not confirmed. 


If you abandon:

  • You will not incur a fee
  • It will not affect your reliability rate


COVID-19 related

I’m not vaccinated or My client is not vaccinated

Vaccination isn't required to use our platform. However, it is the responsibility of clients and providers to be vaccinated if it’s required by law to provide or receive an in-home service in their state or territory.


Fees may apply, read the Provider Coronavirus Policy


I must self-isolate or I’m feeling unwell

Please notify the Blys customer support team as soon as possible. Non-compliance with COVID-19 regulations is a criminal offence and can result in heavy penalties. 


If you abandon:

  • You will not incur a fee
  • It will not affect your reliability rate
  • Your account will be temporarily suspended until you can provide a negative COVID-19 test result


Read the Provider Coronavirus Policy


Other

If your reason doesn’t fit into the other categories, you can provide additional details for abandoning the booking.


If you abandon:

  • Provide a reason for abandonment
  • You will incur a fee
  • It will affect your reliability rate