What if my Hero cancels or doesn't show up?

You get a full refund or can choose a new Hero, as the task reopens for new offers.

It's rare, but it happens. Here's what to do if your Hero cancels, doesn't turn up or stops responding.

If the Hero cancels

You get a notification, and the task reopens for new offers automatically. You can wait for new offers or accept one you received earlier, if it's still available. If you'd rather not rebook, you get a full refund.

If the Hero doesn't show up

  • Send a message in the chat and give them a little time; there may be a delay.
  • If they still don't show up or reply, cancel the booking from the order page and choose the reason Hero didn't show up.

If you can't reach the Hero

If you've tried to reach the Hero through the chat several times without a response, cancel from the order page and choose Can't reach the Hero.

What it costs you

Nothing. In all these cases you receive a full refund, and the cancellation fee of 10% of the job price, max €20 is charged to the Hero. See How long does my refund take?

Repeated cancellations and no-shows affect a Hero's standing on HomeHero.