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.
01 / 04 · Cancellation tiers
What you get back, and when.
- Tier 01
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 02
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 03
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, unless your pro is 30 minutes late and hasn't started the job: then you get back everything you paid.
- Tier 04
Once the job has started
- Deposit:
- Non-refundable
- Remaining balance:
- Charged when the job is complete
A job can't be cancelled online once the pro has started it. The balance is charged when they mark it complete. If something went wrong, email us with your booking ID.
02 / 04 · Rescheduling
Need a different time? No charge.
Moving a booking is free, and your deposit moves with it. Sign in, open the booking, and ask for a new time; your pro has to accept before anything moves, and until they do your original time stands.
Ask for a new time from your booking page
Sign in, open the booking and choose “Request a new time”. Pick from the pro's free slots and they accept or decline. Your booking stays where it is until they accept, and your deposit moves with it. No extra charge. Once the booking is confirmed you can message them from the same page too.
Nothing free that suits, or no answer? Email us
Send your booking ID to support@autara.au and we'll ask the pro directly. If nobody can make a new time work, we treat it as a cancellation and the tiered refunds above apply.
Pro-initiated reschedules are always free
If the pro asks to move your booking (weather, illness, equipment failure), the new time appears on your booking page with Approve and Decline. Your booking does not move until you approve. Decline and it stays where it is, 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.
If your pro is running late, we let you know. If they're 30 minutes late and haven't started the job, you can cancel from your booking and get back everything you paid. If they haven't started the job an hour after the booking time, the booking is cancelled automatically as a pro no-show.
- Your deposit is automatically refunded in full to your original payment method.
- The remaining balance is never captured. You don't pay for service that didn't happen.
- The missed job is recorded on the pro's account.
04 / 04 · Customer no-show
If you don't show.
If the pro records your booking as a customer no-show because they were there and couldn't reach you, the deposit is kept by the pro as a contribution for their travel and reserved time. The remaining balance is never charged. Email support@autara.au within 24 hours, with your booking ID, if there were extenuating circumstances such as an emergency, illness or a road closure. A real person reads every one.
Need a hand?
Something not covered here?
If your situation doesn't fit the tiers above, email us with your booking ID. A real person reads every message and we reply as soon as we can.