We understand that life happens, and sometimes you might not be home when your scheduled service starts. Here’s what you need to know if you’re running late for a booking.
Can My Service Provider Wait for Me?
Yes, if you’re running late, your service provider can wait for up to 30 minutes after the scheduled start time. However, this waiting time will be included in your total booking duration, as the provider has allocated their time to your service.
Example:
- Your booking is from 10:00 AM - 1:00 PM, but you arrive home at 10:30 AM.
- The provider will begin the service at 10:30 AM and finish at 1:00 PM, meaning only 2.5 hours of cleaning will be completed.
- As the provider was on-site and ready to work at 10:00 AM, the full 3-hour booking fee still applies.
If multiple providers are assigned to your booking, the total service duration is divided among them (e.g., a 2-hour service with two providers means each works for 1 hour), and if they need to wait, that time is also split accordingly.
Can My Booking Be Extended to Make Up for Lost Time?
This depends on the provider’s availability. Since many providers have back-to-back bookings, they may not be able to extend the service beyond the originally booked time. If they are available, you can request an extension, and we will adjust your booking accordingly.
What Should I Do If I Know I’ll Be Late?
If you realize you won’t be home on time, please let us know as soon as possible:
✅ Call or message us before the scheduled start time so we can inform your provider.
✅ Provide entry instructions (e.g., access codes, a key location) if you’re comfortable with the provider starting without you.
What If I Need to Reschedule or Cancel?
- If you need to reschedule or cancel more than 24 hours before the service, you can do so free of charge.
- If you cancel within 24 hours, cancellation fees may apply as per our Cancellation Policy: Changes and Cancellations
Why Is Waiting Time Charged?
Service providers reserve a set time for your booking. If they arrive on time but must wait, they are still committed to your service during that period. Just as we ensure providers complete the full booking time when they are late, we also need to fairly compensate them when waiting for clients to arrive.
Need More Help?
If you have any questions or concerns about your booking, feel free to contact our support team at support@urbanyou.comau or 1300 048 566, and we’ll be happy to assist.