Cancellation & refund policy

Fair to you, fair to the pro who blocked out the slot.

Autara's cancellation policy is tiered by how close to the appointment you cancel. The further out, the more flexible. Last minute, the pro keeps the deposit to cover the work they turned down for you.

Effective 2026 · Applies to all customer bookings on autara.au

01 / 04 · Cancellation tiers

What you get back, and when.

  • Tier 01Full refund

    More than 24 hours before

    Deposit:
    Full refund
    Remaining balance:
    Not yet charged

    Cancel any time, for any reason. Your deposit is refunded in full to the original payment method.

  • Tier 0250% refund

    Between 24 and 4 hours before

    Deposit:
    50% refund
    Remaining balance:
    Not yet charged

    Pros plan their day around your slot — half the deposit is retained as a no-show buffer. The other half is refunded automatically.

  • Tier 03Non-refundable

    Less than 4 hours before

    Deposit:
    Non-refundable
    Remaining balance:
    Not yet charged

    At this point the pro is already on their way or has turned down other work. Your deposit stays with them as a late-cancel fee.

  • Tier 04Non-refundable

    After the pro has arrived

    Deposit:
    Non-refundable
    Remaining balance:
    Charged in full if work began

    If the pro arrived and you cancelled before they started, the deposit covers their travel. If work began, the full price applies — minus any work clearly not completed.

02 / 04 · Rescheduling

Need a different time? No charge.

Reschedules are free up to 24 hours before the booking. Closer than that, message the pro — most will swap your slot for another the same week if their schedule allows.

  • Self-serve up to 24 hours before

    From the booking detail page, tap reschedule and pick a new time. Your deposit transfers to the new slot — no extra charge.

  • Within 24 hours: message the pro

    Open the in-app chat and ask. The pro can shift you to another available slot manually. If they can't, treat it as a cancellation and the tiered policy above applies.

  • Pro-initiated reschedules are always free

    If the pro asks to move your booking (weather, illness, equipment failure), they'll offer you alternative slots. You can accept, or cancel for a full deposit refund regardless of how close you are to the original time.

03 / 04 · No-shows

If the pro doesn't show.

Pros mark themselves "in transit" and "arrived" from the app. If they don't arrive within 30 minutes of the booking time and haven't contacted you, the booking is automatically flagged as a pro no-show.

  1. 01Your deposit is automatically refunded in full to your original payment method.
  2. 02The remaining balance is never captured — you don't pay for service that didn't happen.
  3. 03A trust & safety reviewer follows up with the pro. Repeat no-shows lose listing privileges on Autara.
  4. 04We'll surface available alternative pros nearby so you can re-book the same day where possible.

04 / 04 · Customer no-show

If you don't show.

If the pro arrives at the agreed location, waits 15 minutes, and can't reach you, the booking is marked as a customer no-show. The deposit is retained by the pro as a fair contribution for their travel and reserved time. The remaining balance is not captured. Reach out to support@autara.au within 24 hours if there were extenuating circumstances — emergencies, illness, road closures. We review every appeal individually.