Cancelling and reliability

You can cancel a booking in the app, and cancelling 24 or more hours before the job starts has no penalty. Cancelling later than that is a late cancellation, and late cancellations within any 90 days add up: a warning, then a one-week pause from applying, then a suspended account.

The policy

Late cancellations matter because families plan their day around you. To see the policy in the app, open any booking and tap Cancellation policy.

How the 90 days work

Each late cancellation counts for 90 days, then drops off. For example:

• You cancel late on March 1. That's your first, and you get a warning.
• You cancel late again on April 15. That's your second within 90 days, so you can't apply to jobs until April 22.
• A third late cancellation before May 30 would suspend your account. After May 30, the March 1 cancellation no longer counts.

Cancel a booking

1. Open the Bookings tab and tap the booking.

   It's under Active.

2. Tap Cancel job.

   It's in red at the bottom of the booking, and in the ⋯ menu at the top right.

3. Tap Yes, continue.

   The app asks "Are you sure you want to cancel this job?" and reminds you the family is counting on you. Tap Nevermind to keep the job.

4. Tell us why you need to cancel.

   Write a short note in the box. If it's an emergency, say so here. Then tap Continue.

5. Confirm, if it's a late cancellation.

   If the job starts in less than 24 hours, the app shows which late cancellation this would be (see below). Tap Confirm cancellation, or Nevermind to go back to the booking.

When it's done, you'll see "You're all set." Wyndy reviews the cancellation and reaches out if anything else is needed. Tap Continue to go back.

If the job is 24 or more hours away, there's no confirmation screen: the booking is cancelled as soon as you tap Continue after your note.

What the late cancellation screen says

Wyndy also emails you after a first and a second late cancellation.

What the family sees

• They're notified right away, by notification and email, that you cancelled.
• If you cancelled less than 24 hours before the start, they get a $10 Wyndy credit toward their next booking.
• If no one else is booked for the job, it goes back out to sitters, and the family is told Wyndy is finding them a new sitter.

During a pause or suspension

After a second late cancellation, you can still use the app, see your bookings and get paid. You can't open or apply to jobs until the week is up.

• Tapping a job shows Account Temporarily Suspended: "Your account has been suspended due to multiple recent late cancelations. You can apply to jobs again in 7 days."
• If you try to apply, the app shows the exact date: "You can't apply to jobs until" that date "due to recent late cancellations."

After a third late cancellation, the message is Account Suspended: a team member is reviewing your account to decide whether it can be reactivated. Both messages have Review cancelation policy and Done.

Emergencies

Unexpected situations come up. Illness, family emergencies or unsafe conditions may be considered. Cancel in the app as soon as you can, and explain what happened in your note so the Wyndy team has the details.

If the family cancels on you

You get a "Job cancelled" notification with the family's name and the date. When the late fee applies, it adds that a $20 cancellation credit is on its way. The booking moves to Canceled in your Bookings tab, and a "Job canceled" card appears at the top of your Jobs tab.

Good to know

• Cancelling a booking is different from removing an application. Before a family books you, you can remove your application with no effect on your account.
• The 1-week pause is counted from the moment of your second late cancellation.
• Cancellations count by when you cancel compared with the job's start time, not by when you were booked.
• Cancel job stays on a booking after the start time, until the booking is completed. Cancelling a job that has started is always a late cancellation. The family's notification says "Your sitter cancelled after the job started. Please contact support if you need immediate help."
• Completed and cancelled bookings don't have a Cancel job option.

Questions

I was booked for a job tomorrow morning. Is cancelling tonight late?

Yes, if the job starts less than 24 hours from when you cancel. A job at 9am tomorrow becomes a late cancellation after 9am today.

Do I have to write a note?

The box can be left empty, but the note is how the Wyndy team understands what happened, especially in an emergency. A sentence or two is enough.

When can I apply again after a pause?

One week after your second late cancellation. The app shows the exact date when you try to apply.

What if I don't show up?

A no-show leads to an immediate account review and may end in suspension or removal. If you can't make it, always cancel in the app.

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