Cancellation & Refund Policy

1. Quick Reference Guide

2. Worker Cancellation Policy

2.1 Free Cancellation Window

More than 24 hours before shift start: Cancel anytime, no questions asked, no penalty. We understand plans change!

2.2 Warning Zone (2-24 hours)

Between 2-24 hours before shift: You can cancel, but you'll receive a warning. After 3 warnings in 90 days, your account may be temporarily suspended (7-30 days depending on severity).

Why? Late cancellations make it hard for employers to find replacements and hurt your reputation.

2.3 Penalty Zone (Less than 2 hours)

Less than 2 hours before shift: You'll be charged a cancellation fee:

• $25 flat fee, OR
• 1 hour of your agreed shift rate (whichever is greater)

Example: If you were getting paid $30/hour, you'd pay $30. If you were getting $15/hour, you'd pay $25.

2.4 No-Show (You Don't Show Up)

If you don't show up and don't cancel:

• $50 penalty charged to your account
• 30-day suspension from the platform
• Permanent mark on your reliability score
• May result in permanent ban for repeat offenses

2.5 Emergencies & Special Circumstances

We understand emergencies happen:

• Medical emergencies (hospital visit, sudden illness)
• Family emergencies (death, accident)
• Car accidents or breakdowns
• Natural disasters or extreme weather

What to do: Contact our support team ASAP with documentation (photo of hospital bracelet, police report, tow receipt, etc.). We'll review your case and may waive penalties.

Note: "I slept through my alarm" or "I forgot" are NOT emergencies.

3. Employer Cancellation Policy

3.1 Free Cancellation Window

More than 24 hours before shift start: Cancel anytime, full refund (minus Swipe-A-Shift processing fee of 3%).

3.2 Warning Zone (4-24 hours)

Between 4-24 hours before shift: You can cancel, but the worker receives 50% of the agreed shift pay as cancellation compensation. The remaining 50% is refunded to you (minus fees).

Why? Workers may have turned down other shifts or made plans based on your booking.

3.3 Penalty Zone (Less than 4 hours)

Less than 4 hours before shift: The worker receives:

• 100% of the agreed shift pay
• Plus a $25 inconvenience fee

You are charged for the full shift + $25. No refund.

3.4 No-Show (Employer Doesn't Show Up)

If the worker shows up and you're not there or the shift is unavailable:

• Worker receives 100% of shift pay
• Worker receives $50 inconvenience fee
• Your employer account gets a serious reputation hit
• Repeat offenses may result in permanent ban

3.5 Emergencies & Special Circumstances

Valid reasons for emergency cancellation:

• Restaurant closed by health inspector
• Power outage or equipment failure
• Natural disasters or extreme weather
• Death or serious injury of staff/owner

What to do: Contact our support team immediately with documentation. We'll review and may waive or reduce penalties.

4. Dispute Resolution

4.1 How to File a Dispute

If you believe a cancellation fee was unfair:

1. Email disputes@swipeashift.com within 48 hours of the incident
2. Include: Your name, shift ID, date/time, reason for dispute, and any supporting evidence
3. We'll review within 2-3 business days
4. Decision is final unless new evidence is provided

4.2 We Mediate Fairly

Swipe-A-Shift acts as a neutral mediator. We'll review:

• Both parties' stories
• Chat/message history
• Past behavior and reliability scores
• Documentation provided

Our goal: Fair outcomes that maintain trust in the platform.

5. Refund Processing

Timeline: Refunds are processed immediately upon cancellation approval. However, it may take 3-7 business days for your bank to post the credit.

Refund Method: Refunds go back to the original payment method (card, bank account, etc.).

Note: Swipe-A-Shift processes refunds immediately, but your bank may take 3-7 additional days to post the credit.

6. Changes to This Policy

We may update this cancellation policy as we learn and improve. Material changes will be posted with a new "Effective" date, and we'll email all users.

Continued use of Swipe-A-Shift after changes = acceptance of new policy.