Cancelling and rescheduling
What the charges are, when you get everything back, and what happens when someone does not show up.
Before you pay
A request you have not paid for can be cancelled at any time at no cost.
After you pay
The charge is taken from the service price and travel, based on how close you are to the scheduled time: the closer, the larger. The table below uses the rules in force now.
Cancellation policy
| Cancel before the appointment | Charge |
|---|---|
| 4 hr or more | 0% |
| 1 hr to under 4 hr | 50% |
| 30 min to under 1 hr | 75% |
| Less than 30 min | 100% |
Cancelling after payment keeps at least Rp10,000, even in the 0% row. Learn more
- Rescheduling is free, 1 time after the booking is accepted.
- Rescheduling once a deduction applies locks that deduction.
- What is kept includes the app fee and the Rp3,000 refund transfer fee.
- Refunds from your own cancellation or a complaint decision are sent no earlier than 24 hours after they are recorded and after the payment provider settles your payment.
- If within 90 days you have 3 paid cancellations, rejected complaints, or confirmed no-show reports, new bookings are paused for 14 days from the latest one.
- Before payment, a request can be cancelled at no cost.
- Applies to bookings you make on Spesialis; a pay link from a professional follows its own rules. The charge is taken from the service price and travel.
- If the professional or business cancels, your whole payment is refunded, including the app fee.
- If the professional asks to reschedule, pick a new time or cancel with a full refund.
- From the start time, the booking can no longer be cancelled. If you are not at the location, the booking is cancelled with the last row's charge. Something else wrong? Open a complaint from the booking details.
Cancelling after payment keeps at least Rp10,000, which includes the app fee and the Rp3,000 refund transfer fee. The amount you get back is always shown before you confirm.
Rescheduling
Rescheduling costs nothing. For an accepted booking you can ask 1 time(s), and the new time applies once the professional agrees.
Rescheduling when a cancellation charge already applies locks that charge in: cancelling later does not get cheaper.
When the professional asks to reschedule
If the professional cannot make it, they can ask you to move with a note explaining why. You decide: move to another time now, agree to move and pick a time later, keep the original time, or cancel and get everything back including the app fee.
When the professional cancels
If the professional or their business cancels, declines, or does not answer a paid booking, your whole payment comes back, including the app fee.
When the professional does not show up
If the service has not started by its end time, you can reschedule it within the time you are told. Without a new time, your whole payment is refunded automatically.
When you are not at the location
The professional waits for the time shown on the booking, then may report you absent with proof of their location. The booking is cancelled with the charge from the last row of the table. If the report is wrong, respond from the booking page before the deadline.
After the service starts
From the start time, a booking can no longer be cancelled. If something is wrong with the service, file a complaint from the booking page.
Complaints and appealsFor professionals
Cancelling a paid booking refunds the customer in full, records a fault fee on your balance, and pauses new bookings for a while. Repeated faults make the pause longer.
If you cannot make it, ask the customer to reschedule from the booking. The customer decides; if they choose to cancel, the result is the same as cancelling yourself. Refusing at the location because it is unsafe, and business closure dates, carry no fault fee.
Questions and answers
What does cancelling cost me?
Before paying: nothing. After paying: a charge on the service price and travel based on how close the scheduled time is, at least Rp10,000 including the app fee and transfer fee. The exact amount is shown before you confirm.
Can I reschedule?
Yes, at no cost, 1 time(s) for an accepted booking. The new time applies once the professional agrees.
What if the professional cancels?
Your whole payment comes back, including the app fee. The same applies if the professional does not answer a paid booking, or never starts the service and you do not reschedule.
What happens if I cancel a booking?
The customer gets all their money back, Spesialis’s loss is recorded as a fault fee on your balance, and your new bookings are paused for a while. If you cannot make it, ask the customer to reschedule from the booking instead.